L
Lorna Preston
We've had customer reports where a shopper selects Click & Collect, but when completing checkout using ApplePay Express at the top of the checkout, the order defaults to home delivery instead.
What's happening:
• If the customer uses ApplePay Express at the top of the checkout, the system bypasses or overrides the selected delivery method.
• The order defaults to standard delivery to the billing/home address.
• If ApplePay is selected at the end of the checkout process, the chosen delivery method (Click & Collect/DPD Pick Up) is respected and works as expected.
So technically, the functionality does work - but only if ApplePay is triggered at the end of the journey.
Why this is a problem:
From a UX and customer journey perspective, this is highly misleading:
• Customers reasonably assume their delivery choice is locked in once selected
• Express checkout appears visually equal to (or preferred over) standard checkout, but behaves differently
• There is no warning or indication that ApplePay Express will ignore the delivery selection
This results in:
• Orders sent to the wrong fulfilment route
• Customer confusion and loss of trust
• Additional CS workload and manual corrections
In short, the checkout allows customers to make a 'valid' selection that is silently discarded.
Suggested improvements:
  1. Respect delivery selection for Express Checkout
  2. Disable Express Checkout when non-delivery options are selected
  3. Clear UX messaging (display a warning)
  4. Reorder or visually seperate Express Checkout - The current layout strongly encourages Express Checkout before fulfilment is truly 'finalised'