I’m having a real problem. This is the third order that we have gotten where Shopify seems to be populating the wrong address after the customer inputs the correct one. I reached out to Shopify and they were telling me it had something to do with the all in one discount app, but this does not seem correct. I just had a customer get back to me and say their shipment was being returned to sender because on the shipping label, it says Louisiana instead of California. The customer input the correct address. How does it end up going to a different state? Shopify has not been super helpful on this.
Hey, @angelam78 .
Thanks for reaching out and bringing this to our attention.
If the shipping address is being changed during checkout, then it’s possible that the issue is due to the feature for validating shipping addresses. While this feature is enabled by default, you can disable this feature using our guide here: Validate shipping addresses at checkout.
If you have any other questions on this topic, then don’t hesitate to let us know.
This is the biggest problem we have with customers - it defaults the address to a previous address the customer has used at checkout. Doesn’t even need to be on our website, any website the customer has been on, or it will default to their billing address for gifts. Haven’t found out why it keeps doing this, but it’s very annoying.
This is also happening to us. We’ve had several customers complain that they double-checked the address they put in on the checkout page, but as soon as they got to the order confirmation page, it showed a different shipping address. They had to contact us so we could go in and correct it for them manually.
We suspect it may have something to do with the Shop App or Shop Pay sending the address from the customer’s account back to our website at the time of checkout, but we’re not sure if that’s the source of the issue.
We don’t want to disable the shipping address validation. Does anyone have a workaround or solution for this?
Customer here - confirming it’s a real problem. I get filled with dread when I see a store uses the Shopify platform.
i have to go back and fix my address 5-6 times while checking out. It just happened to me now with Peet’s coffee. It kept changing my state to some random state.
I use an iPhone, and the autofill feature wreaks havoc.
also, my billing and shipping addresses are different and once I fill in billing, it always changes shipping address to billing, so if I forget to scroll up and change it back then my orders are canceled. when I scroll back up.
I had an order canceled recently due to this issue at another store.
anyways, OP is totally right and it does not have to do with address verification. I can do a screen record and show the Shopify people if they are interested. I def avoid Shopify stores when I can due to this issue.
Another customer here:
3 weeks ago I had a package coming to my address in Queens, NY on 73 Avenue. Shopify changed the address to incorrect address on 48 Avenue. I had no idea, nor did the vendor, as to what happened and they mistakenly were blaming me. Shopify appears to have changed my address on its own several hours after my correct order was placed. With great difficulty I ultimately got this package. And now today…
A different package was returned to sender, and when I looked, low and behold the same bad address of 48 Avenue, while my order had originally been correct as the last time.
Now, I can’t buy ANYTHING with ANY COMPANY who uses Shopify unless a HUMAN at Shopify confirms this will not happen again. What is most interesting is that the address Shopify decides to change to is NOT A REAL ADDRESS, and there is NO HOME with that address.
Tried to call Shopify, but of course, no phone number. Weak!!!
Dave
Same problem in my store, and Shopify keeps closing my support ticket after promising to check the issue with IT. Still no solution.
This does not solve the problem I (and I think the other folks, too) am having. The customer has CHANGED their address because they have moved. Even if I delete all the old addresses completely, the old address still comes up when I am getting ready to ship. That’s the most egregious instance, but this also happens when I change the default address to one the customer uses the most, and it still defaults to the old default address. Not the changed one. Why is this happening?
Customer here…. I’ve had FOUR orders through 2 different merchants where Shopify has auto changed my CORRECTLY INPUT address to a different street entirely. This is unacceptable. I have checked and double checked my address. My order confirmation emails have the correct address. Yet it is wrong on the merchant’s end and when I get the “your order has been delivered” email, it has the wrong address. This has obviously been happening for some time now as I’ve seen forum posts from 2022 stating this. (Thankfully on my end I have exchanged phone numbers with the person who keeps getting my packages, but that does not absolve Shopify from not finding out the root of their problem.)