thread Re: Shipping and Returns Drop Down Different on desktop and mobile site in Payments Troubleshooting

Shipping and Returns Drop Down Different on desktop and mobile site

f-b — Sun, 21 Sep 2025 13:17:56 GMT

I have an issue with the Shipping and Returns Dropdown menu on my site.

I have only inputted a Shipping policy it so that only Shipping info appears on each item page that comes up on the desktop version of my site (as the returns policy is long and lengthy and clutters up the page) which can be seen below:

In the webbuilder it is also showing that this is how is should appear on the Mobile site (just the shipping title and policy)

However in reality on the mobile version of my site it is showing up as 'Shipping & Returns' with a blank Returns Section. I have tested across Safari/Chrome and Ecosia on my phone and it is showing up as 'Shipping & Returns' on all 3 mobile browsers.

How can this be rectified so that the actual mobile site reflects the one shown in the preview on the web builder?

Thanks

Re: Shipping and Returns Drop Down Different on desktop and mobile site

tranguyen — Fri, 26 Feb 2021 17:54:44 GMT

Hey @f-b, thanks for highlighting this! I can see that on my end as well so I've escalated it to our ECOM specialist team. They are just taking a look into this now to see what might be causing the Returns section to appear on mobile and not on desktop.

If possible, would you mind deleting the Shipping text, save it as blank and then re-add it again? That could help with the issue as well.

Re: Shipping and Returns Drop Down Different on desktop and mobile site

f-b — Sat, 27 Feb 2021 09:20:57 GMT

Hi @tranguyen - I tried deleting the shipping text and saving as blank and republishing. This got rid of the dropdown menu completely on desktop - but on the mobile site 'Shipping & Returns' as a dropdown was still there but now with no information inside it. When I re-added just the shipping information and saved and republished the issue was still the same as my previous post. (just 'shipping' on the desktop and 'shipping and returns' on mobile.)

My default browser and the one just showing 'Shipping' is Chrome (Version[Redacted]). When I tried using Safari as a desktop browser it is actually behaving like the mobile site and showing 'Shipping & Returns'.

Re: Shipping and Returns Drop Down Different on desktop and mobile site

tranguyen — Mon, 01 Mar 2021 11:27:45 GMT

Thanks for all the information @f-b, that's really helpful! I've passed it over to the team as well so they can have a further look, it's strange that it's behaving differently on different browser (Chrome vs. Safari as well). I'll be sure to follow up on this thread when I have an update from our team.

Re: Shipping and Returns Drop Down Different on desktop and mobile site

f-b — Wed, 03 Mar 2021 14:28:46 GMT

hi @tranguyen is there any update on this?

Re: Shipping and Returns Drop Down Different on desktop and mobile site

tranguyen — Wed, 03 Mar 2021 16:29:44 GMT

Hi @f-b, apology that this is taking a bit longer than expected! The team are still looking into it right now and I don't have an update just yet but rest assured I will follow up immediately once I have more to share.

Re: Shipping and Returns Drop Down Different on desktop and mobile site

f-b — Tue, 09 Mar 2021 10:39:15 GMT

Hey @tranguyen, is there any update on this or are you able to give me a timescale for it to be fixed?

Thanks, Fran

Re: Shipping and Returns Drop Down Different on desktop and mobile site

tranguyen — Tue, 09 Mar 2021 15:24:51 GMT

Hi @f-b, I don't have an update for this right now but I've chased it up with the team! Unfortunately this is currently being put on the back burner for the team right now so I might not get an update for the next while. I'm going to work with the team in the meantime to see if there's any other way to resolve this as well.