Shipping to Illinois.

[relipa-0]

Buyer from Illinois can't place an order. I sell wheelchair parts. I sold everywhere in the US but Illinois's not working. Any idea?

Thank you!

[pjcdn2005]

Which item is it and what sort of message are they getting? At what point is there a problem?

[byto253]

Are they trying to pay with Vemo? 

[recped]

All your current listings offer shipping to the USA and all have a specified shipping amount.

You might want to check your Blocked Buyer Activity Log

https://www.ebay.ca/bmgt/blockedbuyeractivities

If you have it set to block buyers with 2 non-payment strikes that could be the reason.

Have you asked the buyer to explain at what point that they are unable to buy and what if any message they receive when they try to buy.

One thing for sure, if this buyer suggests some sort of alternate (off eBay) method to buy/pay don't go there.

[relipa-0]

Thank you for your help. I'll look into it. Happened once with Kentucky as well.

[lotzofuniquegoodies]

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@byto253 wrote:

Are they trying to pay with Vemo? 

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@relipa-0 

@byto253 

If the buyer is most likely shopping on dot com with a Canadian seller Venmo and AMEX will not be available. If one of those are their default methods of payment that could be what is causing the problem. AMEX was dropped a short time ago as an eBay payment method. Venmo is US to US only.

-Lotz

[ilikehockeyjerseys]

What details does the buyer give you?

Is their payment method being declined? Buyers from the USA sometimes have issues checking out with certain credit cards or payment methods.

I would ask them to to do these two things:

1 - Remove their saved credit card info. Re-enter it at checkout. 

2 - Try a different credit card or payment method.

3 - Contact their credit card company to ask if the payment is getting rejected. It might be getting flagged as fraud because it is a strange international purchase.

If they do not use eBay on a regular basis, I would ask them to update their address in their account. Remove their address and enter it again in their account. It is possible that eBay just doesn't like something with how the address is saved. 

As a last resort, I would ask them to try to open your listing in an "Incognito" or private window with their browser. Purchase the item as a guest. They will still have the same buyer protection, only they would have to create a second account.

None of the above suggestions have a lot of thought behind them, but like most people I know that eBay does have random issues with US buyers not being able to complete transactions with Canadian sellers. The above is how I would troubleshoot. 

[relipa-0]

Thank you very much for your time! I'll check it out.

[relipa-0]

Hi again! It says "This shipper can't ship to your location. Please update your address informations"

I ship even in Puerto Rico. Found the glitch for that one. You need to put USA instead of Puerto Rico.

Thx again!

[byto253]

PR shipping glitches show up on the forum time to time, glad you found the hiccup.  

[ilikehockeyjerseys]

Does the buyer use a PO Box?

That might be the issue. PO Boxes are a separate designation on the country/exclusion list. Meaning, even if you ship to Canada, USA, etc, a Canadian or American with a PO Box cannot order from you unless you check that you ship there. 

So long as you use a service that ships with USPS (Canada Post, Chit Chats, etc), you should have no problem shipping to most PO Boxes, so it would be a good idea to uncheck it. The exception would be if it is a PO Box that belongs to a specific carrier like UPS, in that scenario I do not think USPS will ship to it.

If their address is a standard PO Box that USPS ships to, simply update your listing to remove PO Boxes from the exclusion list. 

If their address isn't a PO Box, ask them to go into their eBay account settings, completely remove their address, and put it back in. It's possible that if they aren't very active, eBay has updated the website dozens of times since they originally added their address, and it doesn't like something about how it is formatted.