thread Re: Remove shipping for digital item? in Payments Troubleshooting

Remove shipping for digital item?

karenjoy1 — Sat, 20 Sep 2025 07:09:26 GMT

I have a digital item that still includes the customer's shipping address when checking out via the Payment Link.

This guide says "By default, shipping information isn’t required for the purchase of non-physical items." https://squareup.com/help/us/en/article/6873-sell-non-physical-items-in-square-online-store

I do have digital items set to be available worldwide.

I found another thread with my same question, but the answers from 2021 seemed to have navigation that was out of date. I've combed through other options to no available. I'd appreciate any help. TIA

Re: Remove shipping for digital item?

MayaP — Mon, 18 Nov 2024 20:57:23 GMT

Hey there @karenjoy1,

I am happy to investigate this further. You said this is through a payment link? Do you have shipping on for the payment link? Can you provide a photo of what you see?

Re: Remove shipping for digital item?

karenjoy1 — Tue, 19 Nov 2024 16:20:02 GMT

Thank you so much! Here's my link
https://square.link/u/dUAgik8U

I have taxes off and just toggled off shipping (pic). It says I need to select a fulfillment method (but none seem to apply for digital products/services). And also the link still has shipping.

Re: Remove shipping for digital item?

Blvdtv — Fri, 28 Feb 2025 04:00:26 GMT

Did this ever get solved?

Im in a similar situation. I only sell digital items and shipping is always there, cant check out without having to put shipping info in

Re: Remove shipping for digital item?

karenjoy1 — Fri, 28 Feb 2025 22:12:50 GMT

Unfortunately no, I haven't heard from @MayaP.

Re: Remove shipping for digital item?

MayaP — Wed, 05 Mar 2025 14:26:29 GMT

I apologize @karenjoy1, I did not see your reply above. Please make sure to tag every reply like you did above to ensure visibility. I will take a look at this now!

Re: Remove shipping for digital item?

MayaP — Wed, 05 Mar 2025 14:27:34 GMT

Hey @Blvdtv - I am happy to investigate this further. Do you have an item I can reference to investigate this further? Please reply with as much detail as possible.

Re: Remove shipping for digital item?

MayaP — Wed, 05 Mar 2025 14:52:29 GMT

I’ve escalated this to our Advanced Support team and will reach out as soon as I receive an update. I appreciate your patience and assure you that I’ll continue assisting until we find a resolution. @karenjoy1

Re: Remove shipping for digital item?

MayaP — Wed, 05 Mar 2025 15:11:23 GMT

It looks like you have shipping enabled under your Payment Links settings. Keep in mind that all payment links are treated as if they’re for a physical item, even if the product is non-physical. To proceed, you’ll need to select one of the available fulfillment methods for the payment link to work.

The article you shared in your original post applies to selling items on Square Online, which differs from Payment Links. Let me know if you need further clarification or help @karenjoy1. 😊

Re: Remove shipping for digital item?

MayaP — Wed, 05 Mar 2025 15:15:03 GMT

Hey @Blvdtv – Please refer to my reply above and check your payment settings. If you’re still experiencing issues, feel free to reach out again or contact Square Support at 1-855-700-6000, Monday to Friday, 6 AM - 6 PM PT. I hope this helps!