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Wrong address after shipping template

The address was wrong, and it has shipped.

Be clear the order can no longer change, give the tracking for a carrier redirect, and say what you do if it comes back.Updated · By Ziyad Basheer
Use this template freeSee the template

Short answer

After a package ships, its address is printed on the label, and only the carrier can send it somewhere else or keep it for collection. Share the tracking number, say whether your team will contact the carrier, and explain what happens if it comes back to you.

The templates

Fills in from Shopify, with a fallbackYours to fill in
EmailRedirect with the carrier
Subject: The address on order.name
Hi customer.first_name, Thanks for telling us. order.name is already with order.tracking.carrier, so we cannot change the address on our side any more. The quickest fix is to ask the carrier to reroute it or keep it at a pickup point. Your tracking number is order.tracking.number. Our team has also asked the carrier to redirect it and will email you their answer. If it comes back to us as undeliverable, we will reship it to the right address / refund you and let you know.
ChatShort reply
order.name has left us with order.tracking.carrier, so the address can't be changed on the order now. You can ask the carrier for a redirect with tracking number order.tracking.number, and I have passed the correct address to our team too.
Internal noteBefore you reply
Wrong address on shipped order.name. Address on the order: order.shipping_address. Correct address: address. Ask the carrier for a redirect; if refused, watch for return to sender and agree a reship or refund.

When to use

The customer notices a mistake in the delivery address after the order has shipped. Not when the order has not shipped and the address can still be changed.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They need a new addressThe address change topic is detected after shipping.
It has shippedOrder exists is true and tracking exists is true.
Not delivered yetShipment status is not delivered, so a redirect is still possible.

Example conversation

Customer
I just noticed #1061 is going to 14 Bank St. It should be 41 Bank St.
Aide
Thanks for telling us. #1061 is already with UPS, so the address on our side is locked. Our team will ask UPS about a redirect to 41 Bank St and email you their answer by tomorrow.
✓Shipped status read from UPS · Order #1061

Frequently asked questions

Not on the order. The label carries the old address, so only the carrier can redirect the package, usually for a fee and only before delivery.

A request to the carrier to deliver a package somewhere else, or hold it for pickup. Whether it is offered, and the cost, depend on the carrier and the service.

Then it may be delivered there. Ask the customer to try the people at that address, and decide with your team whether to reship.

No. Aide changes addresses only before an order ships. After that it gives the tracking and passes the corrected address to your team.

Related templates

Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal noteShipped to old addressSent to an address the customer moved from.Email · Chat · Internal notePackage returned to senderThe carrier is sending the package back.Email · Chat · Internal noteMissing apartment numberAdd a unit or suite number to the address.Email · Chat · Internal note

Related

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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