Missing Customer Email in Shipping Carrier Service API Request

[smartive]

Hello,

I’m using the Shipping Carrier Service API to calculate shipping rates during checkout. According to the API documentation, the request payload includes the email field. However, in practice, this field is always returned empty—even when the customer clearly enters their email during the checkout process.

Could you please confirm whether this is expected behavior?

Is there any way to retrieve the customer email within the context of the Carrier Service API, or is this data intentionally omitted due to Shopify’s privacy or security policies?

Thank you in advance for your assistance.

[Eric_Han]

Hi， there
In your app setttings. have you request the customer access? like below

[smartive]

Hi @Eric_Han
Thank you for your response! I requested customer data access already.

[smartive]

Hi @Alan_G ,
Sorry to tag you here, just wondering if you’ve come across this issue before? The email is empty on all shipping carrier requests.

Thank you in advanced!

[Alan_G]

Hey @smartive - I have seen a similar issue pop up before, but not this specific one with the email field returning null. Happy to look into this for sure.

Would you be able to share your app ID and a shop ID/myshopify.com URL for where you’re seeing this happen? If your app does have the right protected access scopes, it does seem odd that this is popping up.

[smartive]

hi @Alan_G
Thank you for responding to the message.
My App ID is: 188132294657
Our shop is: quickstart-06b9258e.myshopify.com

You can see the image as below:

I input email information already. However, the shipping carrier service that Shopify sent to our application includes email is null.

Here is the request:

{
    "_id": {"$oid": "111111111111"},
    "__v": 0,
    "body": {
      "rate": {
        "origin": {
          "country": "VN",
          "postal_code": "10000",
          "province": null,
          "city": "Hanoi",
          "name": null,
          "address1": "Hanoi",
          "address2": "",
          "address3": null,
          "latitude": 14.058324,
          "longitude": 108.277199,
          "phone": "",
          "fax": null,
          "email": null,
          "address_type": null,
          "company_name": "Quickstart (06b9258e)"
        },
        "destination": {
          "country": "VN",
          "postal_code": "100000",
          "province": null,
          "city": "Hanoi",
          "name": "Exampl Name",
          "address1": "Street 1",
          "address2": null,
          "address3": null,
          "latitude": null,
          "longitude": null,
          "phone": null,
          "fax": null,
          "email": null,
          "address_type": null,
          "company_name": null
        },
        "items": [
          {
            "name": "The 3p Fulfilled Snowboard - Profile1",
            "sku": "sku-hosted-1",
            "quantity": 2,
            "grams": 1000,
            "price": 150000000,
            "vendor": "Quickstart (06b9258e)",
            "requires_shipping": true,
            "taxable": true,
            "fulfillment_service": "manual",
            "product_id": 8281414336668,
            "variant_id": 44520766308508
          }
        ],
        "currency": "VND",
        "locale": "en-VN"
      }
    },
    "created_at": {"$date": "2025-05-16T13:28:10.297Z"},
    "endpoint": "xxxxxxxx",
    "header": {
      "host": "xxxxxxxx,
      "x-real-ip": "xxxxxx",
      "x-forwarded-for": "xxxxx,
      "x-forwarded-proto": "http",
      "connection": "close",
      "content-length": "891",
      "traceparent": "00-xxxxxxx",
      "tracestate": "ot=p:0;r:1",
      "x-shopify-trace-hint": "true",
      "x-shopify-trace-context": "2e69363d2fff4c4f7444efff600bb3b2/788411760269345200;o=1",
      "cf-ray": "940b37780fca53b5-ATL",
      "x-cloud-trace-context": "2e69363d2fff4c4f7444efff600bb3b2/788411760269345200;o=1",
      "cf-visitor": "{\"scheme\":\"https\"}",
      "content-type": "application/json",
      "x-shopify-hmac-sha256": "xxxxxx",
      "x-shopify-shop-domain": "quickstart-06b9258e.myshopify.com",
      "x-shopify-timeout": "10000",
      "accept-encoding": "gzip, br",
      "accept": "*/*",
      "user-agent": "Ruby",
      "cdn-loop": "cloudflare; loops=1",
      "cf-connecting-ip": "34.148.6.59",
      "cf-ipcountry": "US"
    },
    "method": "POST",
    "prefix": "",
    "response_code": "",
    "shop": "quickstart-06b9258e.myshopify.com",
    "type": "request"
  }

[Alan_G]

Thanks @smartive - I’ll do some digging into this and loop back with you in this thread when I have some more info/next steps to share. Appreciate you sharing all of the info here.

[smartive]

Thanks for the update! I appreciate your support and will wait to hear back from you.

[Alan_G]

Hey folks - just following up with an update. We’re investigating this as a possible issue on our end. I can’t guarantee a turnaround time, but I’ll keep an eye on the investigation on our end and loop back with you here when I have updates to share.

[smartive]

hi @Alan_G ,
Thanks so much for the update! Totally understand, please take your time. I appreciate you keeping us in the loop, and we’ll wait for your next update. Let me know if you need anything from our side in the meantime.

[smartive]

Hi @Alan_G
I’m so sorry to bother you again. I just wanted to follow up and see if you’ve found anything?

[Alan_G]

Hey @smartive - thanks for following up! I checked on the investigation and while there’s no resolution yet, the team is actively looking into this. I don’t have a specific timeline to share, but I’m keeping tabs on it and will update you here as soon as I have more concrete information to share. Thanks again for your patience on this (and on my reply here)

[smartive]

Hi @Alan_G ,
Thank you for update! Hope this issue will be resolved soon.

Thank you!

[smartive]

Hi @Alan_G ,

Hope you’re doing well!

Apologies for following up again, but may I kindly ask if there’s any update on this issue?

Thank you in advance!

[Alan_G]

Hi @smartive - no worries at all, I appreciate you pinging me here and following up. I don’t have an update to share at the moment, but I’ve reached out to our product team who I was looking at this with to see if I can share an update. I’ll loop back with you once I do hear from them.

I can’t guarantee an update or a fix at the moment, still, but did just want to confirm the issue has been logged as a possible bug on our end for sure.

[Alan_G]

Hey @smartive just following up here, I was able to speak with my team and I still can’t guarantee a turnaround time for a fix, but did want to let you know we are still looking into this and have it logged as an issue on our end. I’ll keep an eye on things and update you here as soon as a fix is pushed or when I can share new information.

Thanks again for your patience, it’s really appreciated

[smartive]

Hi @Alan_G ,
Thank you so much for the update!
I believe the email information is very important for shipping carrier service requests.
I hope this issue will be resolved soon.