Customer's default address is always getting replaced with order shipping address

stuart_holley
Shopify Partner
1 0 2

Hi all, 

Shopify support has advised I post on here. 

I have an issue with Shopify transferring shipping and billing data to our backend system. Our system picks up an XML file for the default account address. If the shipping address for the customer is different to the billing address, when we import the data in to our system it changes the account address to the shipping address.

To describe from the beginning as a user - A user will buy a product as a gift for someone else. The shipping address would be different to the billing address. However, in the backend of Shopify, the account address swaps to the shipping address. Hence why this is being pulled through to our CRM systems making it complicated.

My question is, why does the account default address change when a user wants to add a different shipping address? Did this change recently?

Has anyone got any insight to this issue?

Many thanks. 

Stuart H

Replies 6 (6)
_JCC_
Shopify Staff
Shopify Staff
170 24 32

Stuart,

I just wanted to confirm this is expected behaviour. On creation of a new order if the shipping address is different than the current default address it will become the new default address on the customer account.

I can understand why the current behaviour is not ideal and if you like I can add your company to the current issue being tracked in our system. Unfortunately I don't have a timeline for a change/fix to this functionality.

Regards,

John

John C | Developer Support @ Shopify 
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JWMI
New Member
2 0 1

Many/most of our customers drop-ship their orders to their clients. Changing a default address to the shipping address not only is trying to solve a problem that doesn't exist (customers are perfectly capable of updating their own information if they are permitted to do it), but it causes huge problems for online sellers, and especially ones who sync databases, automations, CRMs, mailing lists for printed literature. It's crazy. I see this issue has been brought up for years and no one has taken the time to fix it. Beyond frustrating. We are a B2B company where our each of our returning customers are placing custom orders for each of their clients, and now we are prevented from mailing anything to a list of our customers because most of them have shipped directly to their clients, meaning that I would inadvertently send our price list or catalog to the end-users, and not the wholesale buyers. This would be a disaster to say the least. And even after there is a fix (if ever), the prospect of trying to find a way to manually sort out who is who now is just ridiculous. We don't have 100 customers, we have thousands of contacts that are out of whack, and the problem just grows with every passing day. 

anrogers
New Member
1 0 0

Can we get added to the enhancement notification for this issue? 

leeeee
Shopify Partner
13 0 7

At the very least, I'd like to know why this is the way it is, and why it's been abandoned by Shopify for years despite many requests. Is there any possibilities if this change affects badly to the other stores? @_JCC_ 


We have a lot of customers who order gifts in our store.
It's driving me crazy right now during the gift-giving season because there are so many customers who make their billing address the same as their shipping address.

 

Also, when I uncheck "Use the shipping address as the billing address by default" on the checkout setting page, if I remember correctly, the second option (use a different address) used to be selected by default in the checkout where you choose the billing address, and the fields were open to fill in, but I'm not sure.
And it's not now. This makes a huge difference to our gift order customers...

Heidi_R
New Member
2 0 0

Have there been any updates with this? The nature of our Shopify store is 95% people sending gifts. It makes us look bad when the automatic order confirmation emails are constantly addressing our customer by the wrong name because it changes their default information every time they send a new gift. Shouldn't the default address be just that? The default?? It's really aggravating, 

Heidi_R
New Member
2 0 0

I'm in the same boat - It makes us look bad!