Impossible to buy on Zyxel EU Store while shipping to a different address

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GiuseppeR
GiuseppeR image  Guru Member
Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Nebula 500 Comments 5 Answers
in Service & License

Hello everyone,

I tried to buy an item on EU Store:

immagine.png

As you can see the order is confirmed BUT it was not possible to ship it to a different address compared to the invoice address.

It seems strange because you gave me the option A for shipping and option B for invoice.

Why was it blocking me?

All Replies

  • Zyxel_Judy
    Zyxel_Judy image  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    edited August 14
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    Hi @GiuseppeR ,

    Do you mean that the platform doesn't allow you to choose a shipping address for your order, or that the product was already delivered to your invoice address instead of your shipping address?

    • If the platform doesn't allow you to choose a shipping address:
      Please see the screenshot showing that users can choose whatever address you want.
    image.png

    • If the product was delivered to your invoice address instead of your shipping address:
      Please send us your order ID, shipping address and invoice address via private message so we can look into it.

    Zyxel_Judy

  • GiuseppeR
    GiuseppeR image  Guru Member
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Nebula 500 Comments 5 Answers
    edited August 14
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    Hi @Zyxel_Judy

    I mean that I put “Person A - Address A” as a shipping address, then I selected type of payment and asked for invoice to “Person B - Address B”, then inserted my VAT, then I wanted to complete the checkout but your shop always started again the process. I could complete it ONLY using same address for shipping and invoice.

    Maybe you have some issues selecting a person as a shipping address and a Company as invoice address. I had no other choice to complete the process.

  • Zyxel_Judy
    Zyxel_Judy image  Zyxel Employee
    Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
    Options

    Hi @GiuseppeR ,

    image.png

    On our site, we are able to place an order with different shipping and billing addresses.

    Could you please record your order process (screen recording) showing you are unable to place the order when the shipping and billing addresses being different, so we can look into this further?

    For any placed order, if you need to change the information, please contact Zyxel Support at this link: Contact Us | Zyxel Store

    Zyxel_Judy

  • Maverick87
    Maverick87 image  Master Member
    Zyxel Certified Network Administrator - WLAN Zyxel Certified Network Administrator - Nebula Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate
    Options

    @GiuseppeR you use PayPal or something else using the shipment address on it?

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