Tourists can't use pick-up in local store

[LiddellKing]

Some important info for context:

• We have a small local store in addition to our shopify store
• We don't have a POS system with shopify established yet (several reasons for this, but shouldn't matter for context)
• We only sell in the country our company is located in
• Online customers can choose "pick-up in local store" as an option instead of shipping

Every now and then we have tourists in the local store. If they don't have our local currency in cash we make them a draft order and mail them the checkout link so that they can use common payment methods like credit card or apple/google pay.

They would then choose the pick-up in store option instead of shipping obviously. But here is the issue: For some (but not all!) tourist customer the error "your article isn't available for pick-up in store" appears.

Does anyone know why this is and how to solve it? My guess is that it has somehow to do with us restricting sales to one market/country. Is it an IP problem? I feel like they should have a local IP when they use roaming with their phone, no? And with local pick-up it shouldn't matter where you come from/what address you use/where you are located at anyway. Any ideas?

[Eddy22]

It sounds like the issue might be related to your market settings in Shopify. If your store is restricted to sales within one country, Shopify might be blocking checkout for customers whose accounts or payment methods are linked to another region. Even if they’re physically in your country using roaming, their billing details could still trigger restrictions.

A few things to check:

1. Market & Shipping Settings – Ensure local pickup is enabled for all customer locations, not just those within your primary market.
2. Draft Order Settings – Confirm that draft orders allow pickup even for customers outside your designated market.
3. Payment Method Restrictions – Some payment providers may flag or block transactions based on billing addresses.

If nothing seems off in your settings, it’s worth reaching out to Shopify Support to see if there’s a way to override the restriction for in-store pickups. Hope this helps!