How to correct a billing address?

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Shopify Partner
177 2 164

Hi There,

 

Customers sometime enter incorrect billing address details, particularly post codes. This particularly occurs when using Shopify POS during a sale - they can't remeber some details and don't have information handy.

 

How do we update their details so the correct data is in their account?

 

Cheers

 

Ben

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Shopify Staff
Shopify Staff
794 40 122

Hey!

 

My name is Ava, I’m one of Shopify’s Gurus and I’m here to help :)

 

You can edit the customers address if you go to the customer in the Customers section in the admin and click 'change' on the address. There is a guide here that goes over how to do this here! This would also work on POS customers, as they would still show up in the Customers section for you to edit.

 

Let me know if you have any more questions, happy to help!

 

Ava

Social Care Guru | support@shopify.com

Ava | Social Care @ Shopify
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New Member
1 0 1

Hello Ava,

The instructions you provided will certainly update a customers profile.  However, the original order page does not update.

How can one adjust the billing address without having to duplicate the order and delete the old one?

 

Thanks!

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Shopify Staff
Shopify Staff
794 40 122

Hi, @steffichfineart!

 

It would only be possible to edit the shipping address on the order after it has been placed, just in case it ships to an incorrect address. It would not be possible to edit the Billing Address, as when this is entered it must match the Billing Address on file with the customer's bank or financial institution in order for the payment details to verify and the sale to be completed. So to clarify, the address can be changed on the customer's profile, but the billing address set with the customer's bank cannot be changed from the Orders section of the admin. 

 

There are some sections of the order that can be edited, but it would only be the products/quantity/price. Basically, the billing address is uneditable because our built-in risk analysis is conducted at checkout. If you edit the billing address through your backend, a risk analysis will not be conducted again. To veer away from inaccurate risk reports and potentially high-risk orders that lead to possible chargebacks, the ability to edit the billing address wasn't made available.

 

For a work around, I'd suggest checking and app for this! Both Edit Orders ‑ Editify or Edit Order by Cleverific will let you edit the orders, so it would definitely be worthwhile to check these out.

 

Also, apologies for the confusion with my first response here to @cmscss! While my first post goes over how to edit the customer address in their profile, specifically editing the Billing Address is not possible without the help of an app. 

 

Let me know what you think!

 

Ava

Social Care

 

Ava | Social Care @ Shopify
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Explorer
41 3 13

@Avahope this can be reconsidered for Manual Payment methods, especially when the customer has selected "Same as shipping address". This is so annoying because when I edit the shipping address, the billing address changes from "Same as shipping address" to the original version of the shipping address (without my edits).

As the fraud analysis is intended more for credit cards and PayPal within Shopify, I don't think this restriction makes sense for payments made outside Shopify (such as Manual Methods). Also, minor edits could be allowed such as spelling corrections, if not a complete change in address.

Couldn't risk analysis just store the original risk-analyzed billing address as a read-only copy while allowing us to edit the final billing address upon customer's request? Reports could show the difference. This is completely doable. It is possible that the customer requires a bill to be sent to the correct address, but without the ability to correct the billing address, we have to do the modifications outside Shopify.

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Shopify Staff
Shopify Staff
794 40 122

Hi @Arundas!

 

I can understand your frustration here, there is a lack of workarounds for this particular scenario! You do have the option to create a new draft order and mark it as paid in the admin, or the order edit apps I've mentioned above!

I do think this is a great idea though! I will submit this to our internal team to be reviewed as a possible future feature of the admin. As our platform is constantly growing and improving, our team love to get feedback from our merchants on what features/edits they need to improve their workflow. So once I submit this as a feature request on your behalf, our team can review the request. So hopefully, this can be something that is available in the future.

There is never a guarantee that a request will get a Green Light, *or* make it to a product launch, but we really do appreciate you reaching out with your suggestion, as I’m sure you’re not the only merchant with this request.

While we would not have a specific timeline for how long that might take, you can definitely keep an eye on our announcements page. We will post any new updates or developments there!

 

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
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Explorer
41 3 13

There are so many nonsense restrictions in Shopify, and besides that, some things that should have been simple and easy to do are complicated inside a complex user interface (the admin system), while others are only possible by writing code. As a developer, I am comfortable with code. But what percentage of your users are seasoned developers able to handle the changes they need by themselves?

One thing: Why can't I edit any order that's placed as Local delivery or Local pickup? It doesn't make any sense. There are instances where customers may want to change their order. If I can edit shipped orders, why not delivered or picked up ones? I'm forced to cancel the original order and draft a new one.

Thanks Ava for trying to help. But I'm just so frustrated.

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Excursionist
38 2 13

OP here, agree with everything said - customers change their mind, it’s common and perfectly reasonable.

The current workflow of ‘cancel and redo’ creates a messy history for us and the customer - the whole point of computers is to be able to edit stuff!

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Shopify Staff
Shopify Staff
794 40 122

Thanks for the response here, @Arundas!

I can definitely understand the frustration, especially when you're trying to rectify an error or accommodate a customers request. When making a change to the admin (as in, adding a new feature or updating an old one), our developers will need to edit Shopify's core coding to ensure this feature is sent to all admins for all users. This is a big change and requires a lot of testing, even for 'small' changes. I've added feature requests for the people who've posted in this thread so far, so our developers will know this is something that is wanted. Editing a billing address is something that would be quite difficult to do on its own, as it is not so much a limitation of the platform but a safety feature; this address needs to match what the customer has on file with their bank so you can be sure the order is legitimate.

Orders that have local/in-store pick cannot be edited at this time, unfortunately:

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This is a known limitation, as shipping rates can currently not be edited. However, I can also submit a feature request for this too on your behalf! Hopefully, it will be something we can do in the future. your current workaround of creating a new draft order is the best thing to do here. I understand this is not the ideal answer for your situation, and I wish I had better news for you.

 

Thank you for understanding!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
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Shopify Staff
Shopify Staff
794 40 122

Hi @Ben31!

Totally understandable, people make mistakes all the time! At the moment, the only know n work-arounds would be to use an app (both Edit Orders ‑ Editify or Edit Order by Cleverific will let you edit the orders, so it would definitely be worthwhile to check these out), or to create a new draft order

I've also submitted a feature request on your behalf though, so hopefully, there will be more options to edit in the future.

 

Thank you for your patience and understanding!

Ava
Social Care | help.shopify.com

Ava | Social Care @ Shopify
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