Why is Shopify changing the address after the customer input it correctly.

[angelam78]

I’m having a real problem. This is the third order that we have gotten where Shopify seems to be populating the wrong address after the customer inputs the correct one. I reached out to Shopify and they were telling me it had something to do with the all in one discount app, but this does not seem correct. I just had a customer get back to me and say their shipment was being returned to sender because on the shipping label, it says Louisiana instead of California. The customer input the correct address. How does it end up going to a different state? Shopify has not been super helpful on this. 

[Elias]

Hey, @angelam78.

Thanks for reaching out and bringing this to our attention.

If the shipping address is being changed during checkout, then it's possible that the issue is due to the feature for validating shipping addresses. While this feature is enabled by default, you can disable this feature using our guide here: Validate shipping addresses at checkout.

If you have any other questions on this topic, then don't hesitate to let us know. 

[QookieMonsta]

This is the biggest problem we have with customers - it defaults the address to a previous address the customer has used  at checkout. Doesn't even need to be on our website, any website the customer has been on, or it will default to their billing address for gifts. Haven't found out why it keeps doing this, but it's very annoying.

[milleroona]

This is also happening to us. We've had several customers complain that they double-checked the address they put in on the checkout page, but as soon as they got to the order confirmation page, it showed a different shipping address. They had to contact us so we could go in and correct it for them manually.

We suspect it may have something to do with the Shop App or Shop Pay sending the address from the customer's account back to our website at the time of checkout, but we're not sure if that's the source of the issue.

We don't want to disable the shipping address validation. Does anyone have a workaround or solution for this?

[Dval2876]

Customer here - confirming it’s a real problem. I get filled with dread when I see a store uses the Shopify platform.

i have to go back and fix my address 5-6 times while checking out. It just happened to me now with Peet’s coffee. It kept changing my state to some random state. 

I use an iPhone, and the autofill feature wreaks havoc. 

also, my billing and shipping addresses are different and once I fill in billing, it *always* changes shipping address to billing, so if I forget to scroll up and change it back then my orders are canceled. when I scroll back up. 

I had an order canceled recently due to this issue at another store.

anyways, OP is totally right and it does not have to do with address verification. I can do a screen record and show the Shopify people if they are interested. I def avoid Shopify stores when I can due to this issue.