When using the market function, there may be cases where a customer's order currency does not match the currency set for their designated market. For example, a store operating in both the US and Japan might expect American customers to pay in USD and Japanese customers to pay in JPY, but this doesn’t always happen.
Common reasons for mismatched order addresses and currencies
Several factors can cause an order's address or currency to differ from the expected market:
1. IP-based market switching
- The system assigns customers to a market based on their IP address.
- If a customer uses a VPN, their detected location may not match their actual location, placing them in the wrong market.
- Example: A US-based customer using a Japanese VPN might see prices in JPY and check out in the Japanese market, even if they are shipping to the US.
2. Cross-border shipping preferences
- A customer browsing from Country A may choose to ship to Country B.
- Example: A French customer shopping from Paris might want to send a gift to a friend in Canada. While browsing, they are assigned to the France market (EUR), but they provide a Canadian shipping address at checkout. If the store allows it, the system may still process the order in EUR, even though the delivery address is in Canada.
3. Geolocation app with manual selection
- Customers can manually switch markets if your store has a Geolocation app with a region selector enabled. For more information on how to set up your Geolocation app, refer to: Setting up the Geolocation app.
- Example: A customer in Germany may prefer to check out in USD instead of EUR because their credit card offers better exchange rates for USD purchases. By using the region selector, they switch to the US market and complete their order in USD, even though they are physically in Germany.
Ensure customers check out in the correct market
If you need to restrict customers from placing orders only in their assigned market, refer to:
Markets | Restrict shipping addresses to designated markets.
Mismatches between order addresses and currencies can occur for various reasons, from VPN usage to customer preferences for cross-border shipping or currency selection. While these scenarios are normal, understanding why they happen can help you manage expectations and optimize your store’s settings. To enforce market-specific checkout rules, consider adjusting your settings to limit market switching. By fine-tuning your store’s market configurations, you can provide customers with a smoother and more consistent shopping experience.
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