How do I handle a shipped order to the wrong address?

[monicmcgrady35]

hello one of my customers ordered and soon as she order she realize the credit card did not have correct address i then fuffiled the order the order still went to the wrong address wee the product its paid and if they send back what i do to get the product that me and customer paid for 

[Imogen]

Hey there, @monicmcgrady35. Thanks for coming to the Shopify Community with your order situation!

It's always a bummer when a situation like this happens - especially when you've already fulfilled and shipped the order, and it's on it's way to that incorrect address!

The only way for you to be able to get that product back would be to see if the Shipping Carrier can intercept the package before it reaches the incorrect address, or find a way to contact the folks living at the incorrect address, and ask them to return the product to you. Without contact information for that incorrect address however, the latter situation may be difficult to achieve. 

Situations such as these are rare, but they do happen occasionally. This is one of those moments where you as a business owner get to decide how to handle this situation. If you're unable to chat with the carrier regarding intercepting the package, then it's likely you'll have to work out something with the original customer. Many businesses may provide a refund to the merchant for this order, or they will send a replacement product and cover the shipping. The decision is entirely up to you in regards to how you'd like to help your customer get their product, or have their funds returned. 

For a bit of housekeeping advice, it may be a good idea to include information on your 'Shipping' page to request that customers double check their address information before completing their order. If you've yet to have built a 'Shipping' information page for your store, you can check out this resource on the topic.

Let me know if you have any questions!