Our store offers pick up in store as well, and this change in the checkout system for pickup orders paid with PayPal is extremely problematic. We contacted Shopify Support, and they suggested we install one of the Store Pickup apps or hire an expert. We installed one of the apps and had nothing but problems and inconsistent results, despite them trying to fix it to work for us. The final straw was that we wouldn’t be able to offer local pickup on the SHOP app by using the Store Pickup app. So not good integration; we removed the Store Pickup app.
We are now back to the same issue: If a customer pays with PayPal, there is no information for them (name, address, phone number) on the Shopify system except for their email address, unless they have an account with our store or have shopped with us before.
The billing address and phone number when a customer fills out as a PayPal guest does not get imported, it defaults to our store address - as if it is trying to keep the buyers information private. But geez, if we need to give them a call, we have a problem as we don’t have a phone number! No way to contact them except by email, which if they didn’t type that right or they use an email they rarely access, we’ll never be able to get ahold of them.
If they paid via their PayPal account, we do have the option of logging in to PayPal itself to see if they have any information on the customer. But we’ve actually had people set up their PayPal account without a proper name and address. And, again, there is no phone number.
If a customer pays with a credit card directly for a pickup order, Shopify still requires a billing address and phone number and at least doesn’t change it to be the store address and no phone number. But again, there is no requirement for a customer name.
How does this all affect us? Well, we may have no phone number to call the customer. We may have no name or address printed on the packing slip. If a customer calls us to discuss the order, they always start by telling us their name. But we don’t have it on the system, so they have to give us an email address or order number. If they come into the store to pickup their order, they will have to tell us the order number as we won’t be able to search for it by their name - and few know their order number.
I can’t understand why this has checkout change has been implemented for PayPal orders and is now thought to be “expected behaviour”. Particularly when it worked perfectly fine before.
