Pickup point details are missing from the orders

In rare cases, pickup point details may be missing from an order.

There might be several reasons for this:

1. Order failed to update but pickup point details are available

If you configured the app so the order shipping address updates with the pickup point address or the pickup point details are written to order attributes, and this does not happen, it does not necessarily mean that the order lacks a pickup point. To confirm, go to the Order Details page in Shopify Admin and in the top-right corner click More Actions > View Pickup Point.

If pickup point details are there, it means the order failed to update. Please contact us in such cases and include the Order ID in your message.

If there is no pickup point, please continue reading.

2. The order is a draft order

Checkout extensions are not supported for draft orders yet, thus we are unable to show pickup point selection for these orders. The thank you page pickup point selection won’t show for these cases either. There is nothing we can do about it right now. Shopify is planning to release support for draft orders “later this year.”

3. The order was placed through an express checkout

Shopify cannot display checkout extensions when buyers check out with express options such as Apple Pay, Google Pay, or PayPal, which can lead to orders without selected pickup points. In that case, we suggest turning on the thank you page extensibility and adding a Pickup Point Selection extension to the thank you page.

4. The app may not have permission to block the checkout

Go to the Checkout Editor, find the Pickup Point Selection block, and ensure that the Allow app to block checkout option is checked.

5. The checkout extension failed to load

In rare cases, particularly when the user has a weak internet connection, checkout extensions may not load. This is a limitation of Shopify that is beyond our control. When an extension fails to load during checkout, the user can still proceed with placing an order by selecting the pickup point shipping method without choosing a specific point. To address this issue, we recommend adding a Pickup Point Selection extension to the Thank You page. This way, users will be prompted to select a pickup point after completing the checkout process in situations like these.

If you would like us to investigate further, please contact us and send affected Order IDs.

Tip

Please keep in mind that when using a checkout extension, there will always be a small percentage of orders without a pickup point due to #5. We are working on a solution that would block such orders from being placed—reach out if you would like to be part of the beta.