Losing Customer Delivery Address

[TGFM]

When shoppers get to our website, a pop up window asks them to enter their address (I assume this is a way to enforce our delivery radius). The problem happens after that when the delivery address is erased/lost/forgotten by the shopping cart. This happens a lot, it has happened to me many times when testing the system. The customer enters their address into the pop up, they do their shopping and then go to check out. At check out, frequently their address has been lost. There is no clear and easy way for them to re-enter their address. They have to click on the "back" button to get back to the store, then click on the shopping cart icon, then scroll down to the bottom of the shopping cart screen, and then enter their address where it says "edit delivery address". Even then, some customers still can't check out because their address gets lost again. I am getting a lot of emails every week from frustrated customers. Is there a workaround for this? Thanks!

[JustinC]

Hmm, that definitely shouldn't be happening. I reached out to our Ecom Team to find out if they're familiar with the issue with customers losing their delivery address at checkout. 

I'll be back once I get a response. Hang tight! @TGFM

[JustinC]

Hey @TGFM - I'm back!

After talking to the Ecom Team, they're a not quite sure off hand why your customers' addresses are deleting. They'd like to take a look at your account up close. When you get a chance, reach out so they can escalate a ticket to our Ecom Engineering Team and implement a fix. 

[kitchencafe]

@JustinC I think a similar thing is happening to us. Our order print does not have any delivery address or billing address saved, only a zip code, is there a way to remedy this? It was working fine about 3 weeks ago... 

[Joe]

Hi there, @kitchencafe - I can step in here for Justin in his absence this week.

As Justin mentioned above, we would recommend flagging this over to our Support Team when you get a chance. It looks as though a resolution may have been found, but was not posted for others here on this thread - so we need to get a more 'hands-on' approach with your account.

We will keep an eye out for your contact! 

[alyssaissofine]

Having similar issues! Customers who had been regulars and getting deliveries for months, but who have recently selected the "pickup" option are now missing several fields in their customer profiles. Pickup doesn't require an address, so these customers no longer have any of that information saved anymore. Really frustrating when you want to create an invoice and no longer have any address on file. What is happening?

Edit to say that I spoke to support on 7/21. They had no explanation for my issues. It was escalated, but still no resolution, and with each new order, existing customer info is being deleted.

[alyssaissofine]

Replying again because now I just experienced this bug myself-

Customer called to say that the online cart was prompting her that the hadn't entered billing information, but says that there was no field for it. In addition, the website was auto-filling with information from a prior order that had a different address (the last order had been shipped to a friend). I don't have any screenshots of this to confirm, but she was very, very frustrated. I had to take her order over the phone and then enter her payment information - resulting in a higher processing fee for me, not to mention the time spent working around the problem, as well as the customer's clear frustration.

I sent an email to Support. I'd like to understand why this is happening, why it's happening to only a handful of accounts, and I'd like some kind of resolution. As a small business that's been adapting to most of my orders placed online for pickup/delivery, it's very frustrating when these issues occur.

Please help!