In checkout shipping tab, It defaults to the 1st shipping option. I need it to default to be un selected and the customer has to choose an option to be able to move on to the next step.
Topic summary
Core Issue:
Shopify’s checkout automatically pre-selects the first (cheapest/alphabetical) shipping option, causing customers to unknowingly proceed with incorrect shipping methods—particularly choosing free pickup or cheaper rates when they need delivery.
Business Impact:
- Merchants face revenue loss when honoring incorrectly selected shipping
- Customer disputes arise when asked to pay additional shipping costs post-purchase
- Some customers believe merchants are attempting to overcharge them
Platform Limitation:
Shopify staff confirmed the pre-selection is built into checkout and cannot be removed. The checkout cannot be edited beyond basic customizations.
Suggested Workarounds:
- Rename shipping rates with clearer descriptions and transit times
- Add announcement banners with shipping disclaimers
- Use the language editor to modify checkout text (e.g., “Shipping method (Please double check your selection)”)
- Install third-party apps like “Terms and Conditions Checkbox” to require active confirmation
Status:
Feedback has been forwarded to Shopify’s development team, but no timeline for changes. Multiple merchants report experiencing this same problem, particularly those with 20+ shipping options or pickup/delivery combinations.
Hi there @Jonojvv ! I can definitely take a look into this with you.
At the moment the first shipping option being pre-selected is built into the checkout. The checkout will always pre-select the first rate (which is the cheapest rate, in alphabetical order). There isn’t a way to remove this pre-selection since the checkout can’t be edited beyond the customizations explained in this guide.
I’m happy to pass along any feedback you have on this to our team. We are always looking for ways to improve the platform. Also, do you mind if I ask why you want the pre-selection removed? Are you hoping to add a step for customers to actively confirm their shipping option?
Please let me know if you have any questions! I’m happy to help further.
Erin
Thank you for the swift reply
The reason is as it defaults to the cheaper option or even free option “if you have that” the customer misses this step and just checks out with the pre-selected cheaper options or free shipping, where he was supposed to choose a different option. There are many discussions on here about that issue and unhappy customers because of that. If the option was left as un-selected and the customer had to actively select an option before being allowed to move forward in his purchase this would solve that issue “for me at least” You would still then have to trust the customer to choose the correct option but in that case it’s on them and they can not be unhappy with me when I tell them to pay more because they actually chose an cheaper option. Also a disclaimer message above the selection would be nice telling the customer that the goods will not be processed and shipped if they knowingly choose the wrong option.
Hi @Jonojvv . Thank you for your feedback! I’ve shared this with our team who looks into the improvements we can make to the platform.
It sounds like you are having trouble with customers selecting incorrect shipping rates and then contacting you about it after the fact. I can understand why you would want that resolved! While it isn’t possible to remove the pre-selection at the moment, I have some suggestions that may help you with your problem in the meantime. I also have a few questions to make sure I give you the best advice.
- What shipping rates do you currently offer customers?
- Do you have any conditions set up for your rates? For example, do you only offer free shipping to customers who spend over a certain amount?
- Do you have an example of a situation where a customer selected the wrong shipping rate?
The first suggestion I have is to make sure your shipping rate names accurately explain the shipping rates. This can help customers select the correct one for their situation. If you’re using flat shipping rates you can also add details like the transit time so your customers can make informed decisions and understand the difference between rates. You can find more information on setting up transit times for flat shipping rates here if that interests you.
Another suggestion I have is to add an announcement banner to your website with a disclaimer about shipping. You can add a banner to your website following these steps here. This guide is for vintage themes, but most Online Store 2.0 themes I’ve seen have this option as well. You can also change the wording of the shipping area in your checkout to have a disclaimer about shipping. This can be done from your language editor, which you can get to by going to Online store > Themes > Edit languages (next to the theme you’re using). From here you want to search for the word or phrase you need to edit and then enter the wording you want to replace it and click Save. You can read more about the language editor on this page. I’ve also included some screenshots below as an example of me editing my “Shipping method” section to say “Shipping method (Please double check your selection)” instead.
One other thing you can do is use an app like Terms and Conditions Checkbox
by Effective Apps to add a checkbox to your cart page with a disclaimer about selecting shipping rates. This would make your customers actively accept your policies before continuing on to the checkout. That being said, the more barriers there are in the checkout process, the more you risk customers abandoning their carts. For this reason I would try my other suggestions first.
Please let me know if you have any questions!
1 Like
We are experiencing the same issue he complained about.
we have over 20 shipping categories but many customers just go with the preselected one which is a problem given that it is the least amount.
When you contact them to complete their delivery fees, some get really angry and believe you are trying to rip them off - insisting that they paid what the website chose for them.
This is really giving us headaches.
I have a problem.
I have free pickup or a priced delivery based off postcodes / zipcodes, the customer gets a drop down menu on delivery, but they fail to see it as a drop menu. so they want and expect delivery but auto choose pick up thinking it’s the only option.
Then I’m loosing money having to honour these deliveries.
I need to have that drop menu fully expanded at all times.
Secondly, the just pay now option auto completes at the cheapest option of pick up.
I need to make a priority on delivery first, then pickup.
I can always refund some who infact picks up, instead of loosing money.