SHIPPING - returned due to incorrect addressUpdated 2 months ago
Parcel Returned Due to Incorrect Address
If a customer’s package is returned due to incorrect address details, proceed with the following:
Step 1. Confirm Address Details
Check the customer’s order and verify the address. If there is an error, ask the customer for the correct shipping details. Template: Parcel returned - wrong address
Mail template to use => Parcel returned -> wrong address
Step 2. Customer filled out incorrect address details
In this case, we can only offer a reship, as the customer is responsible for providing the correct address details, as stated in our terms and conditions. Inform we will reship the order. Template: returned due wrong address - terms & conditions (reship)
We will need to ask the customer for the correct shipping details, update the information in Shopify, and request a reship via internal note from the supplier. Template: Order will be shipped again.
When the supplier confirms that the order has been reshipped, inform the customer if there is a new tracking number. If it is the same as the original order, you don’t need to send an email, as Shopify will automatically notify the customer.