Customers are having issues changing their shipping address in the checkout

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We have had a couple complaints from customers where they cannot change their shipping addresses from what is in their account. They have not provided information on their browser and device. If you can give any guidance on this issue, that would be great!

 

 

Thanks,

 

Perla Orona

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Shopify Staff
Shopify Staff
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Hello, @Perla_O.

 

Elias here with Shopify Support. Thank you for getting in touch about this.

 

We haven’t received any other reported cases of customers being unable to change their shipping address from their checkout at the time of this post. Is the issue persisting?

 

One scenario, if the customer is using Shopify Pay on a mobile device, is they may need to look for a button/arrow to expand the address fields during the checkout. This allows them to edit their address or add a new address. It looks like this on mobile:

 

08-28-7f3hs-vqu08

08-28-k9v1r-vh9zy

 

If they're not using Shopify Pay or the issue persists, I'll be happy to take a closer look. It will be best if we know which browsers and payment methods the customers are using when they encountered this problem. Is it possible to get more information?

Elias | Social Care @ Shopify 
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