Shopify giving inaccurate delivery dates - post-checkout + Shop Promise

Shopify Discussion

Topic summary

A merchant is experiencing issues with Shopify automatically displaying inaccurate delivery estimates on post-checkout pages, despite using a custom delivery date calendar where customers select exact dates.

Two main problems identified:

  • An automatic “Current delivery estimate” appears on the Thank You page that contradicts the customer-selected date, causing confusion and complaints
  • Shop Promise feature shows “predicted” delivery dates at checkout that may be longer than actual times, even when exact dates are known

Current limitations:

  • No built-in way to disable or override Shopify’s automatic estimates
  • CSS hiding solutions don’t work reliably
  • Shopify Plus support has provided no solution
  • The system relies on historical fulfillment data rather than merchant-provided exact dates

Suggested workaround:

  • Redirect customers to a branded third-party tracking page (e.g., ParcelPanel Order Tracking) where accurate delivery information can be displayed
  • This allows merchants to control messaging and show the actual selected delivery date

Status: The issue remains unresolved through Shopify’s native features. The merchant is advocating for more flexibility to override automated estimates when exact delivery dates are known.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hi,

We have a Delivery Date calendar where customers can select a delivery date. Suddenly though, Shopify is adding a “Current delivery estimate” on the Thank-you page after checkout. This date is completely inaccurate so we are being inundated by confused/annoyed customers:

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So far I have not found a way to turn off or remove this - it cannot be hid using CSS, and Shopify Plus support also seemed to have no info on this.

On a related note, activating ShopPromise (which we’d really like to do) also provides a “predicted” delivery date at checkout:

shop promise delivery dates.png
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But again, since we know the exact delivery date, and this is what we need to communicate to customers, why would this be so inflexible? We’re using Shopify’s own calendar function at checkout to set delivery date, yet there is no way to link these functions?

From ShopPromise help:

In some cases, the delivery date displayed to customers might be longer than the actual time

So they will display a longer time? How on earth could this help CR? What if as a customer u paid to upgrade shipping - how would then seeing a longer delivery time make u feel?

Shopify uses your order fulfillment history and reliable transit time approximations to determine an expected delivery date

But what about merchants that allow customers to select different shipping methods that take different transit times? What happens when different products use different shipping methods? What if there is an ice storm, or hurricane, or something else that cannot be predicted?

Dear Shopify: Please give me control over my own messaging to my customers. You have a complex ecosystem so cannot use “one size fits all” approaches. This is a real miss, and damaging our business. If a merchant 100% knows a delivery date, they should be able to provide this data back to you - not rely on your erroneous “approximation.”

2

Hi @rk-nyc ,

This is something a lot of merchants with custom delivery calendars have run into recently, especially after enabling Shop Promise or using Shopify’s estimated delivery logic.

The predicted “Current delivery estimate” on the thank-you page is generated automatically by Shopify based on their fulfillment history and estimated transit times. Unfortunately, there’s currently no built-in way to override it with a date selected by the customer at checkout.

Even Shopify Plus users have reported not being able to suppress or edit that block, and CSS solutions often get overwritten or break in different browsers.

If you’re using a custom calendar for customers to choose delivery dates, it makes perfect sense to want that to be the source of truth. One workaround I’ve seen is guiding customers to a post-purchase tracking page (like through a branded experience or third-party app) where you can control messaging more fully, including showing the actual delivery date from the calendar they selected.

For example, you could guide customers to a branded tracking page where the delivery info is based on your actual logic, not Shopify’s prediction. Apps like ParcelPanel Order Tracking let you do that, and you can even include notes or visuals that reinforce your real delivery timeframes.

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If you’re still getting swamped with customer questions after checkout, it might be worth exploring both tools to see if they give you more control where Shopify currently doesn’t.

Let me know if this helps!