PayPal overrides Customer Billing Name and Address for Every Order That It Is Used For

Alsgift
Visitor
2 0 1

I continue to have a huge issue for my gift box company whenever any of my customers pay via PayPal. For every single order that customers place and pay with PayPal, their billing name and address (they are the gift sender) gets overridden with the customer (gift box recipient’s name). In turn, all of my order confirmation emails pick up that incorrect code and automatically email the wrong customer name to the person who completed the purchase (the gift sender).

 

It is causing major confusion with my customers as they then get nervous that the gift they are sending will have other details that they don’t want the gift recipient to see on the packing slip. My automated emails are also all addressing the wrong person’s name (should be addressed to the person who paid for the gift, not the person who will receive it). This issue is a complete mess. I’m shocked that this is happening on Shopify given all of the updates and integrations that work so well. 

How do I fix this? Is my only option to completely remove PayPal as a payment option?

Replies 3 (3)

Mavis802
Visitor
3 0 0

Were you ever able to find an answer to this issue? We have the same issue with it and cannot figure out how to fix the problem. 

Alsgift
Visitor
2 0 1
Hi, Still haven’t found a solution/ searching for one. Unfortunately, haven’t gotten any workarounds from Shopify Support but I’ve noticed that it’s also now happening when my customers use Apple Pay as well.
Mavis802
Visitor
3 0 0

Thank you for your response! I know it happens with PayPal for us, I haven't paid as much attention to Apple Pay, but if it happens for you it probably happens for us too. Super frustrating, it is very confusing to the customer and also confusing when you print the packing slip as it doesn't look like a gift. Thanks again for writing back. If you end up finding a work around keep me posted if you think of it. I will do the same.