Handling Customer Requests for Shipping Address ChangesUpdated a year ago

Overview: Customers may occasionally request changes to their shipping addresses after placing an order. It's important to understand the limitations and procedures involved in addressing such requests to ensure customer satisfaction.

General Guidelines:

• Minor Adjustments: We can accommodate minor adjustments to addresses post-order, such as correcting unit numbers, apartment numbers, street designations (e.g., Blvd, Avenue). These changes can typically be managed without canceling or rerouting the shipment.
• Complete Address Change:If the customer requests a complete address change (e.g., different street, city, or state), we cannot directly modify the shipping label once the order is processed. In such cases, the options are:
  1. Attempt to Cancel Order: We may attempt to cancel the order if it hasn't entered the shipping process. This depends on the status of the order and feasibility with our fulfillment system.
  2. Request Return to Sender: If the order has already been dispatched or cannot be canceled, we can request a return to sender from the carrier. Once the package returns to our facility, we can proceed with correcting the address and reshipping the order to the updated address.

Procedure for Address Change Requests:

Step 1: Initial Assessment

• When a customer requests an address change, assess whether it involves minor adjustments or a complete change.
• Verify if the order has already been processed or shipped.

Step 2: Minor Adjustments

• If the change is minor (e.g., correcting a typo in the street name or adding an apartment number), update the information in our system and notify the shipping department to apply the adjustment.

Step 3: Complete Address Change

• For complete address changes, promptly communicate with the customer about the limitations.
• Attempt to cancel the order if feasible. Provide clear instructions on next steps if cancellation is not possible.
• If the order cannot be canceled, initiate a return to sender request with the carrier. Inform the customer of the return process and expected timelines.

Step 4: Customer Communication

• Keep the customer informed throughout the process.
• Provide updates on the status of their request, including any actions taken (cancellation attempt, return to sender request).

Important Notes:

• Address changes should be handled swiftly to minimize delays and ensure customer satisfaction.
• Clearly communicate the options available based on the order's status and our system capabilities.