Being able to update a shopper's address is important and empowering shoppers to do the same independently saves merchants time by reducing time spent with customer support. This article goes over specifics about how changes can be made and what to expect depending on the given return workflow such as gift returns, third-party warranties, exchanges, warranty, refunds/store credit etc.
This article covers the following topics:
Where shoppers are prompted to update the shopper address depending on the specific return workflow
Tip: Share this article with team members who work on processing RMAs and work on orders and draft orders in Shopify.
Shopper Address Data
Where does the shopper's address come from?
When it comes to displaying shopper addresses in RMAs, ReturnLogic will show the shopper address as the address that was used to place the related order. This address and order information is pulled directly from Shopify.
Updating Shopper Address Information
Who can make changes to the shopper address?
Updates to the shopper address can be made by:
Your team members who have access to ReturnLogic, Shopify orders and Shopify Customer Profiles
Your shoppers who placed an order in Shopify or a Third Party Website
Your shoppers who were gifted an item from your store
When can changes to the shopper address be made?
During the creation of an RMA
After an RMA is already created
What are some different situations that may require an update to the shopper's address?
The shopper wants the shipping label only to be associated with a new address
The shopper wants to add a new shipping address where they can receive items as a result of a warranty or exchange return
The shopper has a new address and the original address (associated with the original order) is no longer valid
The shopper has multiple addresses stored within their Shopify Customer Profile and has a specific preferred address
Depending on the situation, you may want to make updates accordingly. Please read over the rest of this document to understand which workflow best suits your shopper's needs.
Making updates in the ReturnLogic platform and your return center
How can the shopper or the merchant update the shopper's address during RMA Creation?
If you are looking to update an address for a shopper when creating an RMA, you or your shopper, can update their address when creating the return. Your team can do this with Manual RMA creation or the shopper can do this when prompted within the return center workflow.
Making a change within either of these workflows will update the shopper's address on the Return Shipping Label created for the shopper and if there is Exchange or Warranty order created in relation to the RMA it will automatically update the address for the associated draft order.
Check out this article for a step-by-step guide about how to complete a gift return and where the shopper will be prompted to update their address if needed.
What are the steps in the return center that allow shoppers to update the address during RMA creation?
In the return center, the shopper is always prompted to review or enter their address. Since this is at the creation phase of the RMA, making a change here will impact the shipping label and any related draft order in Shopify.
The shopper will go to the merchant's return center and see the options to start their return, do a gift return, or do a Third-party warranty. Depending on what they select, they will see different prompts about what info is required and entering or confirming their address.
To see the workflow for shoppers creating third-party warranty RMAs, click here.
To see the workflow for shoppers creating gift returns, click here.
For refunds, store credits, warranties, and exchanges, shoppers will enter any required details such as order number and email in the first step.
In the next step, they will see the address info that was captured when the Shopify order was placed and will be asked to confirm their address. If it is not accurate, they will be able to edit the various address fields and continue on to the next step. If they complete the RMA, the changes will be saved.
Once the shopper completes all of the steps in the given return workflow, the newly created RMA will reflect the new address info that was captured with the shipping label (if a label was created) and with the draft order shipping address (if it is a warranty or exchange return).
Tip: If multiple team members work on your RMAs and you feel unsure about when the change was made, you can always go to the RMA page, click on the link to the draft order and confirm the shipping address looks correct before processing the RMA. Once you Process the RMA, it cannot be un-processed.
How can I update the shopper's address after RMA Creation?
If you are looking to update an address for an Exchange or Warranty draft order after an RMA has been created, you will need to update that address directly on the associated Shopify Draft order. The field is called Shipping address and it is located in the Customer sidebar on the right-hand side of the Draft Order page.
Making Updates in Shopify
How can I update the address or addresses in the Shopify Customer Profile?
When it comes to the Shopify Customer Profile, we would recommend reaching out to Shopify Support for their guidance on if making changes will impact any existing draft orders that may be related.
The Shopify Customer Profile allows the option to associate more than one address with a shopper which could also impact newly created draft orders that are related to RMAs.
We're here to help! Email us at support@returnlogic.com or use the live chat inside the platform with any questions or feedback.