Why can't my customers choose delivery or pick up?

[LRNLCHTRBL]

My site has been live for several months already now, and just recently a couple of customers have reached out to say our delivery and pick-up options were visually still available but once clicked on, it would revert them back to shipping. I have tried turning off our delivery and pick up options and even removing shipping as an option. With shipping removed as an option, the shipping method of a flat rate still appears and I cannot choose delivery or pick up as an alternative! This has never been a problem before and I am not sure of any other steps to correct this! Please let me know if this has happened before and how to correct this!!

[sayra · Accepted solution]

Hey @LRNLCHTRBL.

Welcome to the Seller Community! We're excited to see you post your questions on here. I was able to take a look at your website (https://www.qtpilashes.ca/). When it comes to choosing a fulfillment method, your customers need to manually change the delivery method (Please see pictures attached). I can't test the full checkout process unless I purchase an item (by the way, I really like the eye lashes you sell). I suggest you test the site by purchasing an item yourself and later refunding the amount. 

Let me know if this works.

[LRNLCHTRBL]

Hi Sayra! It turns out several of my customers were unable to manually select delivery or pick up because of a BUG! I contacted Customer service directly and they said  similar issue was happening to other sites! Thank you anyways! 

[sayra]

Glad you were able to get this resolved @LRNLCHTRBL. 

Let me know if you have any other questions. 

[CNorman]

HI @LRNLCHTRBL, did they resolve the bug for you?  I am having the same problem with some customers saying they can't select Pickup, and some saying they can't opt for shipping.  I've made sure the Fulfillment section is correctly set up.  I noticed that for one item that I tested, I was able to provide shipping instructions when I tested through my mobile, but with a desktop, I could not opt out of pickup. I'm wondering if the browser caches your location and tries to be 'smart' or something.  Any advice you (or anyone) can provide is appreciated!

[Phancys]

I'm having the same issue. I see how the can change it, but it's confusing to some customers. In settings, I set my default fulfillment to delivery, but pick-up is still the default fulfillment that customers see. Some are confused. Is there another way to make it default to delivery?

[Valentina]

Have you checked to make sure that your items have the correct fulfillment type applied, @Phancys?

You'll want to edit one of the affected items, then scroll to the Fulfillment section, and ensure that the Local Delivery & Self-serve ordering box is checked - let me know what you find out!