Customer ordered, then realized the address is wrong. Common enough that it gets its own SOP. The window to change addresses depends on fulfillment status: tight before pick, impossible after label generation. This SOP defines what's possible at each stage.
Every DTC brand. Address change requests are 2-5 percent of support volume.
A wrong-address order costs you the shipping back-and-forth, customer frustration, and potentially the lost package. Most are catchable if you have a clear process and respond fast.
Capture new address with verification ('Please confirm new full address'). Reduce typo risk.
Status determines what's possible. Categorize: pre-pick, picked-not-labeled, labeled-not-shipped, shipped.
Easiest case. Update Shopify shipping address, sync to 3PL. Confirm with customer.
Cancel the order in 3PL pick. Create new order in Shopify with correct address. Refund original and reprocess.
Sometimes possible to void label and reprint. Within 1-2 hours of labeling typically.
UPS, FedEx have reroute services for $15-20. Brand can offer to cover. USPS reroute usually free.
Tag ticket with address-change-pre-pick, address-change-rerouted, etc. Powers analytics on how often each path is needed.
Customer needs to know the new address is confirmed and tracking continues.
Record your screen while running this procedure. ReccordSOP captures every step with screenshots, then alerts you when the actual process drifts from documentation.
Try ReccordSOP freeBest case 1-2 hours from order. After label generation, it's customer-managed via carrier reroute.
Depends on policy. Most brands cover for customer-fault changes once per customer. After that, customer pays.
No, friction would lose customers. Verify by asking customer to confirm full address in their reply.
I built ReccordSOP after watching too many DTC ops teams lose months to undocumented workflows. These SOPs are battle-tested with Shopify operators running $1M to $50M brands.
Last reviewed June 1, 2026