How can I change the shipping method during order fulfillment?

Shopify Discussion
1

I set up three options for shipping, using a carrier (USPS or UPS), free local pick up & free local delivery (for the month of February, trying to promote local business). I have had 3 orders that are within the delivery area and I notified the buyers I would be dropping off their purchase personally. I don’t know why they did not choose the free delivery option in the checkout process, I checked and it shows up when I do a check of my process from the store. My problem is that once you go to fulfill the order there is no way to choose a different method for shipping. I can refund the shipping, but when I fulfill the order it shows that it was shipped with the original mehtod picked by the buyer. It would be nice to be able to change this option during fulfillment. Has anyone had this issue and were you able to resolve it?

2

You can’t change the shipping method after an order is placed.

Couple ideas for you:

  1. Ask the customer why they didn’t choose free delivery (customers are your best insight for things like this)

  2. If you’re wanting to refund, but you’re also personally delivering them, I would give the refund in cash, that will be a nice surprise for them (I would be pumped if someone gave me cash when delivering a box haha).

  3. Experiment with different messaging, like making FREE all caps, or change the messaging (example: if you have “Free shipping” maybe experiment with “FREE local delivery”)

3

Hi @smweiner ,

You cannot change the shipping method after a customer has picked the shipping method they prefer. Luckily @JoesIdeas has provided you with some excellent steps to take now! Gathering feedback directly from your customers is invaluable, and will also afford you the opportunity to explain the benefits of your preferred shipping method to the one they selected.

If they are persuaded by your case, you can cancel their order and then send them a draft order instead which has a quick link to check out where they can pick the better shipping option.

You should also consider A/B testing on your store to see what the optimum journey is for your customer, and to ensure that the User Experience is intuitive, logical, and enjoyable.