Cannot enter a billing address if I choose PayPal for payment

[SKlocke]

Everytime I choose PayPal as payment, the invoice/billing address is gone. I need them to be available, no matter the payment type. I can't find any settings but I found a store it is possible (http://www.change-thelabel.com)

I added two screenshot. The one with the question mark is my shop (https://brotbackmann.de), with the missing "Rechnungsadresse" 

 

 

[Victor]

Hi @SKlocke,

This happens as the online checkout will use the customer's billing address saved within PayPal, meaning the customer is not required to enter in their billing address manually as it should already be saved. They should be able to alter this address if they need to when redirected to the PayPal checkout. 

Can you tell me why you need the billing address fields to remain if the customer chooses PayPal as their payment method? I don't believe this would be possible but I can look into this for you some more if you feel it is necessary.

[SKlocke]

Hi Victor,

Thank you for your reply. I know why it works this way, but it is a customer request and I haven't asked for a reason yet.

I hoped, this is either a simple configuration issue or a feature of a higher plan, where I can customize the checkout because I saw it at http://www.change-thelabel.com/ (see my screenshots above)

Thanks and kind regards

Sebastian

[Victor · Accepted solution]

Hi @SKlocke,

Right, thank you. I think it would be worth asking the customer why they want this as they might not realise that by choosing PayPal as their payment method, the customer's address in their PayPal account is used and does not need to be entered in manually. Customers should have the option to change this address if they wish once they've chosen PayPal as their method of payment.

I do not know if it would be possible to change this checkout behaviour but if there is a way, you would likely need access to the checkout.liquid layout in your active theme, which is only available to Shopify Plus merchants. If this is something you'd like to explore in more detail, I'd recommend either hiring a Shopify Expert or asking this question in the Technical Q&A section of the Shopify Community.

[JacqieT]

Hi Victor, 

more than half our customers buy our products as gifts for friends and have them shipped directly. Almost all of them have to write in to ask why they couldn’t change the billing address and that we don’t leave an invoice in the package. 
Is there a reason why Shopify will not allow customers using PayPal to add a billing address? 
I tell you why it is so confusing. Because like in our case, we only get the information of the recipient and that is actually not our customers. Then when we send out marketing emails or even the order confirmation, it is silly that we are addressing the recipients. 
i would like to appeal for this to become a feature in the normal plans. PayPal is the most common payment method and shops like ours, which send gifts, find it very frustrating to explain each time since there is no way to add any information during checkout since checkout is not editable. 

[Victor]

Hi @JacqieT,

Thank you for getting in touch and sharing your feedback with us about this. I can see why not being able to easily change the billing address when customers select PayPal as their payment method is frustrating, especially when many of your orders are bought as gifts for others, and I have passed your feedback on this matter to our development team. I am not sure why the integration works this way exactly, although my presumption would be that it's designed to save customers time from having to enter in a billing address at checkout when they have one saved in their PayPal account. Regardless, I can see why this is not preferable in your case and your feedback will be reviewed by our team.

[JacqieT]

Hi Victor,

Thanks very much for looking into this matter. I am pretty sure I am not the only one with this problem. AND this could possibly be one of the reasons deterring other potential Shopify users, especially in Germany where Paypal is the most popular payment method. Really hope that a change will be implemented soon. For now, we continue to deal with frustrated and confused customers. Looking forward to some good news in 2023!

Best
Jacqueline

[Victor]

Hi @JacqieT,

No problem, and thanks again for getting in touch to let us know you'd like to see this change. Your request has been submitted.

[Ileneb]

We have the same issue and we are located in the U.S. 
It is VERY confusing for customers checking out through Paypal and sending gifts to others. 

Plus it makes us look bad, which is frustrating as a small business.

Hopefully it will be improved soon! Thanks Victor.

[Mboone]

Victor,

Is there any update on this issue.  We also have customer complaints even when they specify for the billing information to be different, once sale is completed via paypal it reverts to the shipping address for both.  Very frustrating and for an age where we do a lot of dropshipping for clients this is a common issue with addresses needing to be different.

[BBkat]

Any updates on this? The emails from customers are almost unmanageable now that we are in the thick of the holiday season!

[Ileneb]

I'm still having this issue and have not seen any updates on it. Writing here to increase Shopify's awareness hopefully! It's SO frustrating for our customers.

[evolvestudios]

Same issue only solution since Shopify doesnt seem to have a solution is to remove paypal, I think thats what we will be doing. Since shopify has its own payment gateway which makes them money its probably not on the top of their to-do list since paypal just takes away money. I would think Shopify would care more about the user experience with all gateways but its been a few years of this and nothing has happened.  

[evolvestudios]

We have the same exact issue, all our products are gifts and it becomes a huge problem for the customers. We will be removing paypal I have a feeling after this holiday season as its been a big problem.

[Aleksandr2]

Also the same problem!

[reneewood]

Has this issue been solved?  This is terribly upsetting to my customers who are sending sympathy gifts and think the recipient of the gift is also getting the bill!

[robinio]

Same for us. There is still no solution. Please fix this @Shopify

[Wes]

Hello,

It's August 2024. I see that this issue has been ongoing for a while. We are new to Shopify but have been in online retail for over 23 years. It genuinely blows me away that this issue exists. There is a way for Shopify to pull in the actual billing information of the customer from the PayPal account as we were doing that in our legacy custom system. It's beyond me why they don't just pull in the customer information from the PayPal profile for the billing info, at least that would be accurate. Why on earth would they use the delivery name and address for the billing address. We've only been live a handful of days and have already had multiple inquiries from customers. I guess Shopify is just too big, but I can't help but think the right person just hasn't seen this issue yet. There's no good reason this problem should exist. It won't take many shortcomings like this for us to be looking at other platforms.

Until this issue is resolved, I guess we have no real choice other than to remove PayPal as a checkout method, which is really, really poor.

If anyone from Shopify has any feedback on this, it would be much appreciated. Thank you!