We are seeing the same issue as well with local pickup. Currently in contact with Shopify support but no resolution yet. Please update here if anyone gets this problem fixed.
Topic summary
Local pickup orders paid via PayPal Express checkout are missing key customer details (name, billing address, phone). Merchants report this started recently and affects packing slips and in-store verification, leaving only an email on file.
Shopify Support indicated a checkout change removed the billing address step for PayPal on pickup, calling it expected behavior and offering no rollback timeline. One merchant briefly saw it resolved, but the issue persists. Some support reps suggested contacting PayPal or using Store Pickup apps or hiring an expert.
Impact: billing address can default to the store’s address; no phone number; many PayPal accounts lack proper name/address; orders can’t be searched by customer name; contacting customers is difficult. An attachment shows captured details with only email visible.
Attempts and workarounds:
- Store Pickup apps tested caused inconsistent results and broke compatibility with the Shop app (Shopify’s consumer app), so were removed.
- Checking details in PayPal sometimes helps but often lacks complete info.
- Added notices in pickup instructions and order confirmations asking customers to provide phone numbers and order numbers.
Status: widespread and ongoing across regions (incl. Shopify Shipping/Colissimo/Mondial Relay in France). No confirmed fix or PayPal-side configuration. Key questions remain open regarding Shopify’s plan to restore required customer data for PayPal pickup orders.
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