Issue with Apple Pay Address on Shopify Payments

[Micropop]

Hello Shopify Community,

We are currently facing a challenge integrating Apple Pay with our Shopify store, specifically during the checkout process using Shopify payments. Our issue isn't with the transaction itself but rather with a platform error that occurs when inputting shipping addresses.

Problem Overview:

The core of the issue lies in the address input stage. When a customer attempts to complete a purchase using Apple Pay, the platform mandates the inclusion of a state in the shipping address. However, Apple Pay does not provide an option to input a state, only allowing for city details. This discrepancy results in an error that prevents the transaction from proceeding.

We have encountered this problem before when using Stripe, and it persists with Shopify Payments. Testing with a United States address, which allows for the input of both state/province and city, results in a successful transaction. This indicates that the issue is specifically related to the handling of addresses without a state field.

Additional Context:

• Our store is based in Costa Rica, and so are our customers. The requirement to include a state in the address poses a significant inconvenience, as it is not applicable for our local addresses and hinders the use of Apple Pay, a key payment method for our customers.

• Previous attempts to resolve this through platform settings or adjustments have been unsuccessful, suggesting that the issue may require a more comprehensive solution or workaround.

Request for Assistance:

We are reaching out to the Shopify community and support team for any advice, solutions, or workarounds that might help us address this issue. Our goal is to ensure a smooth checkout process for our customers using Apple Pay without compromising on the accuracy of shipping information.

Has anyone else encountered this issue? Any suggestions or guidance on resolving this would be greatly appreciated.

This is the shipping address form from USA

This is the shipping address form from any other country, in this case, Costa Rica

 
the error when we try to make the purchase:

 

And here, when I try to modify it, it says to enter the province/state, but there's no field to input it, or in the case of the USA, a dropdown with the provinces or states:

[Blair]

Hi @Micropop,

Thank you for reaching out to the Community! I'm happy to provide some assistance with this request, to ensure this gets resolved.

If you haven't done so already, I'd encourage you to connect with us directly. This will allow our support team to get you authenticated as we wouldn't have access to any account details through the Community. We will also be able to gather some additional details to ensure this gets resolved. 

Please let me know if you have any other questions. 

[Micropop]

Hello Blair,

Thank you for your support and for offering to help with our issue. Despite reaching out to Shopify support, we've been informed that there's no immediate solution on Shopify's end and that we should contact Apple to resolve the problem. However, considering we are Shopify customers, this situation puts us in a difficult position.

We have conducted numerous tests and have pinpointed the exact cause of the error. The issue arises because Apple Pay attempts to fill the Shopify form with the user-provided information. In the case of Costa Rica, the absence of a state/province field in Apple Pay means it cannot select one on Shopify. This discrepancy leads Shopify to generate an error requesting the selection of a state or province, which, in turn, causes Apple Pay to halt the transaction. Notably, this error does not occur with U.S. addresses, as the state/province field is present and selectable.

I am confident that if Shopify could make an exception for the state/province requirement specifically for Apple Pay transactions and for countries that do not have this field, purchases could be successfully completed. This solution would significantly improve the checkout process for our customers and enhance their overall experience.

I understand this might require a deeper look into Shopify's integration with Apple Pay and possibly some adjustments to accommodate this exception. We believe Shopify's intervention in facilitating a workaround or solution would be the most direct and effective way to address this issue, given that the complication lies within the interaction between Shopify's checkout process and Apple Pay's data fields.

We appreciate your time and any further assistance you can provide to help us navigate this challenge.

Best regards,
David

[olazion]

Hello All,

This issue has been a problem for years and we just learned about it. You have to understand that they will not resolve this because we are not large enough companies and the only people that can force them to resolve this is the U.S. Attorney Generals office. They can stop Shopify from being used in the U.S. until they fix the problem. I am drafting a letter to them now to start the process. They will inform them of the issue and what is expected of them when dealing with consumers. Shopify is a Canadian company and this type of behavior will draw attention, specifically because it affects a U.S. brand. This is a violation U.S. law but no one has reported until now. Your monthly subscription requires them to provide a service and features that they advertise but they have refused to do so. 

[Marked]

Hey David,

Elie here, I also have a shopify store in UAE Dubai and we share the same problem. While inputing the "Area", it's a common understanding here that the area is the neighborhood, however to Apply Pay / Shopify, it indicates  the name of the Emirates (i.e., Dubai). 

We had to disable our Apple Pay due to customer complaints.

One way to solve it is asking customers for the shipping details as it's usually done prior to inputing a Visa card number, and using Apple Pay only for collecting payment without collecting the address.

cheers,

Elie