Customer Moved, Default Address reverting to old address

[jrp1588]

I've got a couple repeat customers who have moved, and shopify keeps forcing their old default shipping address as their current shipping address. I've adjusted their default address several times, and deleted the old default address, but it keeps coming back. 

[Emily]

Hi, @jrp1588.

Thank you for reaching out! 

Do you happen to know if this customer is using Shop? If so, they will need to log into their shop account and change their default address. 

[jrp1588]

I don't believe so. He mostly takes part in auctions on our website, and then receives manual invoices for the multiple items he wins. I think maybe it just keeps defaulting to the last shipping address he checked out with, which will continue to be wrong until I remember to fix it in the invoice before he checks out. 

[Imogen]

Hi there, @jrp1588. Thanks for taking the time to follow up with us! My name is Imogen. It's good to meet you!

I just want to confirm something very quickly. When you say 'invoice', do you mean that you are creating 'draft orders' for this merchant, and then sending invoices via these drafts? Or, are you using a third party application to create and send these invoices?

I did some testing in my own store with the draft order method and customer's saved/default addresses. When I went to the customer's profile in the 'customer' section of my admin, I was able to edit and change the default address. Then, when creating a draft order applying that newly edited customer, the newly added and saved address is what is appearing by default. If possible, please try the following steps, then create a draft order, and let me know if the address changed to the expected one for you. We have a help document here on managing customer information for your reference.

To edit the address assigned to a customer, do the following:


- In the 'Customer' section, click on the Customer whose address you'd like to edit/change
- Click the Pencil Icon, and then 'Manage addresses' and do one of the following:

- To edit the current address, click 'Edit' next to the address

- To change which address is the default, click 'Set as Default' next to the appropriate address

- To add a new address, click 'add new address'
 

I've attached a screenshot to show you the pencil icon I've mentioned above.




As an additional troubleshooting step (as I wasn't able to replicate the old address appearing when doing testing with my own store), it could be a local issue related to your browser. Try using a different browser and see if the address remains the same. Also, try using an incognito window, or 'private viewing' window, to test this as well. Lastly, consider clearing your browser's cache and cookies and then see if the address continues to load with the incorrect information. I have a resource here explaining how to do this on Google Chrome. If you use other a browser other than Chrome, a quick Google will help you track down the steps needed to clear your cache/cookies.

Please give these steps a try, and then add the customer's information to a newly created draft order, and see if the address change sticks. If you've double-checked these steps, and you're still receiving the same issue, try reaching out to our Live Support Team via our Help Center so we can get you authenticated, and access this customer's information ourselves to see if we can do some additional troubleshooting, and get this resolved for you.