Paypal Express Checkout

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I have Paypal express link on my website.  When customers are paying by this method it is checking out without letting the customer select shipping, it's selecting store pickup automatically and not charging delivery.  As you would, I assume the customer wants to collect, however when I contact them to say ready for collection they are cancelling the order and asking for a refund.  They obviously want delivery but the paypal express is automatically selecting store pickup.  It gets a bit awkward if you then ask the customer to pay a delivery charge.

I've also picked up on this as a customer who lived many miles away has ordered so I have had to question the store collection.  Please help!! It looks like I may have to disable the Paypal Express to stop confusion and having to refund orders.  It's not the customers fault as its not allowing them to select delivery.