If pickup point details are missing from an order, the cause depends on your Shopify plan and how the pickup point selection is set up.
Non-Plus merchants (Thank you page selection)
The most likely cause is that the buyer closed the page after paying without selecting a pickup point.
To handle this, you can:
- Set up automatic pickup point selection with Shopify Flow. Create a flow that automatically assigns the nearest pickup point to orders that are missing a selection after a set delay. See Shopify Flow for pre-built templates.
- Contact the buyer and ask them to provide their preferred pickup point.
Shopify Plus merchants (Checkout selection)
1. The pickup point was selected but the order was not updated
If you configured the app to update the order shipping address or write pickup point details to order attributes, and this does not happen, the pickup point may still have been selected. Verify by checking the pickup point details on the order page.
If the pickup point is there, it means the order failed to update. Contact us with the order URL (the link to the order in Shopify Admin) so we can investigate.
If there is no pickup point, continue reading.
2. Checkout blocking is not enabled
Without checkout blocking, buyers can complete checkout without selecting a pickup point. This is the most common cause of missing pickup point details on Shopify Plus.
To enable it, go to Atlas Pickup Points → Settings and under Checkout blocking, check Block orders with missing pickup point and click Save. See How does checkout blocking work? for details.
If the problem persists after checking all of the above, contact our support team with details about your setup.