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issue with checkout shipping address different than billing

New Member
1 0 0

I have had several customers with issues when ordering our product.  They cannot proceed to complete order when they input a billing address that is different than the shipping address.  This is about to cause major problems since many folks do plan to send our product as gifts.  please help

Replies 3 (3)
Shopify Staff
Shopify Staff
223 43 107

Hi @bkshoney,


Dani here from Shopify. Thanks for writing in!


Are your customers receiving an error message when they try to complete checkout with different shipping and billing addresses? If they are, can you please share a screenshot of the error they've received here? Also, have you been able to replicate the issue? We may need to take a closer look at your particular account to see what may be going on here.


You're absolutely right that customers should be able to do this both for gifts as you've mentioned, but also for other instances. For example, customers that have recently moved and haven't updated their billing information yet or various other reasons.


You may consider turning off the default shipping options in your Checkout settings shown here. This may make it easier for your customers that are shipping to an alternate address to complete checkout.


Please let me know if you have any further questions. Looking forward to getting to the bottom of this with you.


All the best,



Dani | Social Care @ Shopify
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New Member
1 0 1

This issue is still very apparent with every Shopify user, you can not order anything without providing a billing address that matches shipping.

New Member
1 0 0

Well let me tell you, its not just customers.  I have had my two stores still in the designing phase made inactive when I entered in my primary business address and the shopify subscription payment which has a different billing address then the business.  Their service has very poor programming and the Risk dept just messaged me saying the stores were live. well they both were still inactive and are both now suspended.  its the site probably time to find something better.