I’m running into an issue and hoping someone has seen it before.
I’m a French merchant selling in France. I use Shopify’s integration with Mondial Relay, which lets customers pick up their orders in lockers or partner stores.
Until a couple of weeks ago, I had zero problems: every relay pickup order came through with both the customer’s email and phone number. Since then, something changed. For home delivery, the phone number is still mandatory — but for pickup point delivery, it has become optional, so most customers simply don’t enter it.
The frustrating part is that everything looks correct on my end. In my Shopify admin, I’ve set the delivery phone number to required — yet on the actual checkout page, it’s not being enforced for pickup orders.
This is a real problem because my workflow is fully automated: I generate all my shipping labels directly from Shopify. When the phone number is missing, I can’t create the label — I have to email the customer, wait for a reply, then manually update their contact information. It completely breaks the automation.
One possible lead: I recently switched from Stripe to Shopify Payments. Could that be causing it?
Has anyone experienced this change with Mondial Relay pickup points, or knows how to force the phone number to be mandatory at checkout for these orders? Any help would be greatly appreciated.
Two different things can produce what you are seeing and they have different fixes, so worth separating them before you change any settings.
The Required toggle you set applies to the shipping address form. On a relay order the shipping address on the order is the pickup point itself, not the buyer address, so the field that setting governs may not be the field your labels need anyway.
Open one recent relay order and one recent home delivery order side by side in admin and look at where the phone actually sits. On the home order it is normally on the shipping address. On the relay order, check the customer record and the billing address as well before you conclude the number was never collected.
If the number is sitting on the customer or the billing address, nothing broke at checkout and your label step is just reading the wrong field. That is the cheap outcome and it gets your automation back without touching the buyer flow.
If it is genuinely absent everywhere, then the Shopify Payments switch is worth a look, though not for the reason it first looks like. Moving off Stripe turns on Shop Pay and the express wallet buttons. Those prefill from the buyer saved Shop profile and skip fields they already hold, and a saved profile with no phone gives you an order with no phone. Filter your missing phone orders and see whether they are all Shop Pay or express checkout. If they are, that is your answer, and no checkout form setting was ever going to catch them, which also explains why the timing lined up with the payment provider change rather than with anything you did to the form.
For hard enforcement there is no native toggle that forces a phone specifically on pickup point orders. It takes a checkout validation, and how much of that is open to you depends on your plan, so confirm that before you budget for it.
Which way did it land when you compared the two orders?
I don’t believe the switch from Stripe to Shopify Payments would directly affect whether the phone number is required at checkout. Payment providers generally don’t control the validation rules for delivery contact information.
Since you’ve already configured the delivery phone number as required in your Shopify admin, but the checkout still treats it as optional for Mondial Relay pickup point orders, this sounds more like a checkout or integration behavior than a payment issue.
A few things I’d suggest checking:
Confirm whether the issue only occurs with Mondial Relay pickup points or with other pickup/local delivery methods as well.
Place a test order to verify whether the checkout is consistently making the phone field optional for pickup deliveries.
If this started suddenly without any changes to your checkout settings, it could be the result of a recent Shopify or Mondial Relay integration update.
If you’re using the Mondial Relay app, review any recent app updates or contact the app developer to see if they’ve changed how pickup orders are handled.
If you’re using Shopify’s native integration, I’d recommend reaching out to Shopify Support so they can verify whether this is an intended checkout change or a platform issue.
If other French merchants using Mondial Relay are seeing the same behavior, it would be helpful to know whether this started around the same time, as that would point toward a recent platform or integration change rather than a store specific configuration.
If you found this reply helpful, feel free to mark it as the accepted solution so it can help other merchants facing the same issue.
I did confirm that this only occurs using Mondial Relay pickup points.
Indeed, Shopify is not asking for a delivery phone number for pick-up orders, but only for a billing number, but on my end I need the phone number to be mandatory. Or else I have to email all clients, and that’s not a viable option.
It’s even more illogical knowing that I use the Mondial Relay Shopify native integration.
I did switch back to Stripe, but this had no change and I’m still stuck with my issue.
I contacted Shopify support, and we had a discussion for more than an hour with no solution at the moment. They say it’s an issue due Mondial Relay’s side, but I don’t believe it is, as it is about the native Shopify Mondial Relay integration. It should be Shopify that has control over it.
This issue typically comes down to how Shopify treats Home Delivery versus Pickup Points (Local Pickup Widgets), especially with recent checkout updates.
Here’s a breakdown of what’s likely happening and how to address it:
Shopify Payments isn’t the cause: Switching from Stripe to Shopify Payments handles payment processing only and doesn’t override shipping address field logic, so you can rule that out.
App-Level Override: When a customer selects Mondial Relay, the pickup widget bypasses standard Shopify shipping address settings (Settings > Checkout). Even if phone numbers are set to required in Shopify admin, the Mondial Relay widget/app might not be enforcing that field at checkout.
Steps to fix/workaround this:
Check Mondial Relay App Settings: Log into your Shopify Admin $\rightarrow$ Apps $\rightarrow$ Mondial Relay. Look inside the app’s own configuration panel for a setting specifically forcing phone number validation for pickup points.
Checkout Editor (Checkout Extensibility): If you are using the updated Checkout Editor, go to ‘Online Store > Themes > Customize > Checkout’ (or Checkout Editor) and click on the Mondial Relay app block/widget to see if phone validation controls are exposed there.
Contact Mondial Relay Support: Since this started happening recently, it’s very likely tied to an automatic update on Mondial Relay’s app/integration side regarding Shopify’s checkout compatibility. Reaching out to their integration support team is usually the quickest way to get a direct fix/patch.
Shopify Flow Automation (Temporary Fix): In the meantime, to protect your fulfillment flow, you can set up a free Shopify Flow workflow to flag or put on hold any order placed via Mondial Relay where ‘customer.phone’ is blank, so you don’t waste time trying to auto-generate failed labels.
Hello, here are my replies to your fix or workaround.
Check Mondial Relay App Settings: Log into your Shopify Admin $\rightarrow$ Apps $\rightarrow$ Mondial Relay. Look inside the app’s own configuration panel for a setting specifically forcing phone number validation for pickup points.
=> There are no app settings, and there is no app because it is native in Shopify. I did check all the native shipping options for this.
Checkout Editor (Checkout Extensibility): If you are using the updated Checkout Editor, go to ‘Online Store > Themes > Customize > Checkout’ (or Checkout Editor) and click on the Mondial Relay app block/widget to see if phone validation controls are exposed there.
=> I have no option to modify anything.
Contact Mondial Relay Support: Since this started happening recently, it’s very likely tied to an automatic update on Mondial Relay’s app/integration side regarding Shopify’s checkout compatibility. Reaching out to their integration support team is usually the quickest way to get a direct fix/patch.
=> I had an issue in the past with this native feature, and I reached out to Mondial Relay. They said that they are not managing any of the things happening on Shopify’s site. They are just receiving the orders and processing them, but they cannot influence how Shopify is disorganized, displaying, or taking information from the clients.
Shopify Flow Automation (Temporary Fix): In the meantime, to protect your fulfillment flow, you can set up a free Shopify Flow workflow to flag or put on hold any order placed via Mondial Relay where ‘customer.phone’ is blank, so you don’t waste time trying to auto-generate failed labels.
=> This would be a workaround solution, but the main problem and the main issue aren’t solved.
I am trying many things, but it’s complicated to pin point how to sove it.
We’ve seen similar reports recently. It doesn’t seem related to switching to Shopify Payments. It may be a checkout or Mondial Relay integration change. I’d contact Shopify support to confirm if it’s known issue, as requiring the phone numbers for pickup orders is essential for label generations
