If pickup point details are missing from an order, first check the order in Shopify Admin. Often the pickup point is there, and the details are missing further down the line, in another system.
#Check the order in Shopify Admin first
Open the order and check the Pickup point app block. If you don’t see it, add it to the order page once.
- The block shows a pickup point: Atlas saved it to the order, so the problem is in the system that reads it, such as your fulfillment software or shipping app. Check which data it expects (metafield, custom attributes, or shipping address). If it imports orders the moment they are created, it may read the order before Atlas adds the details, see when Atlas writes data to the order. See also How to get pickup point data into my fulfillment software.
- The block says “This order has no pickup point”: continue with the section for your setup below. To fix the order, ask the buyer for their preferred pickup point and set it in the app block.
#If buyers select the pickup point on the Thank you page (Lite plan)
The most likely cause is that the buyer closed the page after paying without selecting a pickup point.
Turn on automatic pickup point selection. Atlas then assigns the pickup point nearest to the buyer’s delivery address when they don’t choose one. If it’s already on, orders placed within the Selection delay won’t have a pickup point yet.
#If buyers select the pickup point in checkout (Pro and Enterprise plans)
Pickup point selection during checkout requires Shopify Plus. The most likely cause is that checkout blocking is not fully enabled, so buyers can complete checkout without selecting a pickup point.
Checkout blocking is made up of two settings, and we recommend enabling both:
- In Atlas Pickup Points → Settings, under Checkout blocking, check Block checkout without a selected pickup point and click Save.
- In Shopify Admin → Settings → Checkout → Checkout Editor, select the Pickup point selection block, open Checkout behavior in its settings, turn on Allow app to block checkout, and click Save.
See How does checkout blocking work? for details.
#Other causes
These apply wherever buyers select the pickup point:
- The shipping option is not linked to a pickup point configuration. A buyer who chooses a shipping option that isn’t assigned to a configuration, such as a leftover shipping option from a previous pickup point app, isn’t asked for a pickup point. Remove such options or assign them to a configuration, and check that the shipping option names in your configuration match the names in Shopify Admin → Settings → Shipping and delivery.
- The pickup point selection did not appear. See Pickup point selection does not appear.
- The buyer paid with Shop Pay (Pro and Enterprise plans). Shop Pay only shows the pickup point selection if Include block in Shop Pay is turned on in the Pickup point selection block’s settings. It’s off by default, see Configure the Pickup point selection block.
- The order is a subscription renewal. Renewal orders are created by your subscription app, not through checkout, so they only carry a pickup point if the app copies it from the original order. See How do subscription apps work with pickup points?
- The order was created from a draft order. If you mark a draft order as paid or collect payment in Shopify Admin, the buyer never sees the pickup point selection, so you need to select it yourself. See How to select a pickup point on a draft order.
#The pickup point was selected but the order was not updated
This is rare. If you configured the app to update the order shipping address or write pickup point details to order attributes, and these are missing, check the pickup point details on the order page. If the pickup point is there, it was selected, but the order failed to update.
If the shipping address still shows the buyer’s own address, check whether the buyer entered a last name. Due to a Shopify bug, apps can’t update the shipping address without one. Edit the address manually on that order, and require first and last name to prevent it.
Otherwise, click Refresh order details in the Pickup point app block to re-apply the configured attributes and metafields to the order. If the details are still missing afterwards, contact us with the order URL (the link to the order in Shopify Admin) so we can investigate.
If the problem persists after checking all of the above, contact our support team with details about your setup.