International Credit Cards: billing address is incorrect and doesnt match my shipping address error

cvo
Tourist
5 0 1

Hello,

We are an agency and one of our clients has a Shopify store.

This store has received multiple messages in the past months from trusted users.

Our international users often find this error message 

billing address is incorrect and does not match my shipping address
 
The store uses the Standard Shopify Payment Gateway. And this is troublesome since we are losing potential clients because of this constant bug.
 
Can someone provide input on how to solve this?
Replies 13 (13)
Ava
Shopify Staff
1047 70 165

Hey, @cvo!

Were you able to confirm whether or not these orders were paid for via Apple Pay? If these did come in via Apple Pay, then the error you are seeing might be a user error and your customers need to update their information on their devices. Could you take a look at my initial response to you here and let me know if this would explain the error you're seeing?

 

Speak soon!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

cvo
Tourist
5 0 1

Hi @Ava 

The client store does not seem to have Apple Pay enabled.

 

I also realized later that the store uses Authorize.net / The admin setting area show this message:

"Your store accepts payments with: Authorize.net and PayPal Express Checkout."

 

In this situation - is Authorize.net the one that should provide us help regarding this issue?

Ava
Shopify Staff
1047 70 165

Thank you for confirming, @cvo!

I've had a chat with our Technical team and they'd like to look into this further for you. Just so we can be sure the error is not on our side before you may need to chat with the authorize.net support team!

In order to do this for you, we’ll need to access your account. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Centre here and log in to your account to create a support request.

 

Let me know how you get on!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog