No street address for customer

[mattyk]

I recently received an order where the customer entered their email address instead of their street address on the order. The city, state, and zip code is there, but not the street address. They paid using a credit card, and somehow the transaction was approved even though a valid street address wasn't provided. I have contacted the customer but have not received a response. 

Is it possible that Shopify has their actual street address since they processed the payment, and can I find it out if so? I'm at a loss of what to do if the customer doesn't respond. I guess I'll have to cancel the order?

[Lizzy · Accepted solution]

Hey, @mattyk!

My name is Lizzy and I’m from the support team at Shopify.

If your customer has entered a billing address that wasn't the same as their shipping address, you will be able to find it in the order on the right hand side.

That being said, it is possible that their order went through without a complete address. If enough information is provided, like the postal code, CVV and matching name, the street address won't need to be exact. You will be able to see this under the fraud analysis of your order.

My recommendation would be to try contacting the customer again after a day or so. If they are expecting an order from you, they will hopefully be checking their inbox. Many people don't check their emails every day, so it could just be that they're taking some time to get back to you.

If several days have passed and you don't hear anything, I would suggest cancelling the order to avoid a chargeback or any issues with the customer. You can send the customer another email explaining that this is what you've done and the reason why. If they respond at that time, you could send them a draft order to re-purchase their product!

Please let me know if you have any questions about what I've said here.

Thank you,
Lizzy

[mattyk]

Excellent, thanks for the thorough response!

[Lizzy]

You're very welcome! 

Thank you for sharing your question and contributing to the community forums! 

Lizzy 

[mattyk]

Update: I went ahead and refunded the order and notified the customer. Still no response from them, kind of strange. 

In any case, the fraud analysis shows that the "billing street address doesn't match credit card's registered address" but the transaction was approved any way. Additionally, the was no prompt that I sometimes see on the shipping page of "address could not be verified".