Zendesk customer classification: delivery_/_collection____delivery_address_change_request
WHEN TO USE:
The customer would like to make a change to their delivery address. This can be requested before OBI has dropped or after, due to delayed delivery.
HOW TO ACTION:
Before amending the customer address - first, check the status of the order.
If the order is in a Not Yet Shipped status and no OBI has been created - you may change the address.
If the OBI has dropped, we will not be able to make changes on the delivery in CS portal and will need to request Tier 2 to make the address change for TDT deliveries or Order fulfillment for 3PL deliveries. THIS WILL ONLY BE ALLOWED IF THE DELIVERY DELAY IS ON OUR SIDE.
To change a customer’s address, you will need to click on the blue filled icon next to the order number. And see the dropdown action menu.
You will need to select the Amend address option, which will take you to the “Amend Order Address” option with a list of the customer’s addresses.
You can then select the address the customer would like to change to.
if the customer would like to change to an address, currently not in the address book - you will first need to add the address.
Should the request be actioned after the OBI has dropped, an error message will appear on the top right of the screen stating the request is “Unauthorized”.
It’s important to note that you should not make any confirmation to change the delivery address to the customer before you have checked if the OBI has dropped.