Why did my order go to my old address?

Usually because checkout used the default address saved on your account, or your browser filled it in. Check the address in the confirmation email before the order ships.

Is the store responsible if I chose the old address?

Usually not, since the order went where it was told. Many stores still help with a redirect or a reship at cost, which is a policy choice.

Can the address still be changed?

Before it ships, yes. Aide can make that change for a verified shopper when address changes are on. After that, only the carrier can redirect it.

Order shipped to old address template

It went to the address they moved from.

Find where the package is now, act on that, and remind the customer to update the address saved on their account.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

Orders go to an old address when checkout fills in an address saved before a move. If the package is still moving, ask the carrier about a redirect, and if it was delivered, help the customer recover it before your team decides on a reship.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailDelivered to the old address

Subject: Your order went to your previous address

Hi customer.first_name, I am sorry about the mix-up. order.name was delivered by order.tracking.carrier to order.shipping_address, which you mentioned is your old address. If you can, ask the new residents or the building manager to hold it for you. That is usually the fastest route. If that is not possible, tell us and our team will look at the options with you. To stop it happening again, update the default address in your account under Account > Addresses.

ChatStill on its way

order.name is still in transit to your old address with order.tracking.carrier. I have passed your new address to our team, who will ask about a redirect. You can request one yourself too, with tracking number order.tracking.number.

Internal noteBefore you reply

Old address on order.name: order.shipping_address. Status: order.tracking.status. New address: address. In transit: ask for a redirect. Delivered: give the customer a day to recover it, then decide on a reship.

When to use

The order shipped to an address the customer has since moved away from. Not when the address has a typo or a missing unit number.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They name an old addressYour old address topic is detected, such as “It went to my old place”.

Still movingShipment status is in transit: offer the carrier redirect.

Already deliveredShipment status is delivered: help recover it, then hand over to your team.

Example conversation

Customer

My order #1094 was delivered to my old apartment. I moved last month.

Aide

I am sorry about that. #1094 was delivered yesterday to 12 Elm St, which you mentioned is your old place. If you can, ask the new residents or the building to hold it for you. If that does not work, reply here and our team will go through the options with you.

✓Delivery address read from Shopify · Order #1094

Frequently asked questions

: Usually because checkout used the default address saved on your account, or your browser filled it in. Check the address in the confirmation email before the order ships.
: Usually not, since the order went where it was told. Many stores still help with a redirect or a reship at cost, which is a policy choice.
: Before it ships, yes. Aide can make that change for a verified shopper when address changes are on. After that, only the carrier can redirect it.

Wrong address after shippingA wrong address, noticed after it shipped.Email · Chat · Internal note Delivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal note Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note Order in transitShipped recently and moving.Email · Chat

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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