Log in to your Shopify account, enter the order number, and verify its status to determine whether it has been fulfilled or remains unfulfilled.
Fulfilled :
Once an order has been fulfilled, it signifies that the shipment process is underway, and any address changes cannot be accommodated. In such situations, please inform the customer that the shipment will be delivered to the address initially provided. However, the customer has the option to contact the delivery carrier directly and request an address change. It's important to note that such requests must be initiated by the customer alone.
Unfulfilled :
If the order remains Unfulfilled, please review the timeline to ascertain whether the order confirmation email alone was sent to the customer (or) the order has been forwarded to the fulfillment centers.
If the order confirmation email alone was sent to the customer :
Go to the "Shipping Address" option on the right side of Shopify and click "Edit" -> Enter the correct address and hit "Save". The address will be updated also Make sure whether the address has been updated in Amzon Sellers Central or Flexport.
If the order has been forwarded to the fulfillment centers :
If the order is routed to Amazon, please proceed with the following steps:
-Log in to the Amazon Seller Centre.
-Navigate to "Manage Order."
-Under "Order Details," select the order number.
-Click "Cancel Order."
-Following this, a cancellation request will be sent to Amazon.
-Allow a 15-minute window for the order cancellation confirmation from Amazon.
-Upon receiving the confirmation, Merge the order confirmation ticket with the current call ticket. Mentioned the correct address in the notes. Move the ticket to L5.
-If there is no response from Amazon, it indicates that the order has likely already shipped, and we won't have the ability to request an address change. However, the customer has the option to contact the delivery carrier directly and request an address change. It's important to note that such requests must be initiated by the customer alone.
If the order is routed to Flexport, please proceed with the following steps:
-Log in to the Flexport account.
-Navigate to the "Orders" section and enter the order number.
-Select the specific order and check its status, whether it's in the processing stage.
-If the order is still in processing, please click the "Cancel Order" button.
Merge the order confirmation ticket with the current call ticket. Mentioned the correct address in the notes. Move the ticket to L5.
-However, if the order is already in transit, indicating that the shipment process has commenced, a request for an address change will not be feasible. However, the customer has the option to contact the delivery carrier directly and request an address change. It's important to note that such requests must be initiated by the customer alone.