Hi @Imogen_1
The problem is only with PayPal not the other express payment options as far as I can tell. I do not want to remove PayPal entirely as we are based in Australia and PayPal is commonly used by our customers. I am not using any apps, nor should I have to - the system worked just fine prior to having the Express Payment Options at the beginning of checkout forced on us.
The issue is very simple really - PayPal Express only sends through the Delivery Details (as entered within PayPal by the customer using PayPal Express) and dumps this info in both Shipping & Billing within Shopify. I have tested this myself and it is not anything the customer is doing wrong. We do not receive the purchasers details at all - no name, no address, no contact number. How am I supposed to successfully run a business if I can’t contact my customers?
When we had the ability to hide the express option, the client was required to complete the Delivery section when checking out prior to selecting PayPal - this step is skipped with PayPal Express and they need to enter the delivery details within PayPal and then PayPal send this to Shopify as both Delivery and Billing.
I don’t know how else to explain this and can’t understand why Shopify cant understand / see that this is happening and get it fixed.
Further to this whole mess, I was recently hit with an ‘unauthorised charge’ chargeback from a customer’s bank and was unable to prove that they placed the order because their was no mention of them in the order, all thanks to the incorrect info being entered by PayPal and/or Shopify. This is completely unfair because the problem lies with PayPal & Shopify yet I am the one who has been left out of pocket.
I have raised this with Shopify in writing twice and the only response I ever get is they will raise it and “prioritise a solution” but clearly this is false as the problem just continues with Shopify not giving a toss about merchants or the problems they are causing them.