Customer entered wrong shipping address

57 1 10

A customer of mine entered the wrong shipping address and emailed me about it after it had already been delivered. How should I go about this? Should I refund the customer and eat the loss? Any advice would be greatly appreciated.

Reply 1 (1)

Shopify Staff
2040 222 320

Hey @EZ7!


When a customer enters the wrong shipping address and the package has already been delivered, it can be a tricky situation to handle. There are a few ways you could address this:


  • Review your store's policies: Check your store's refund and shipping policies to see if you have any guidelines in place for such situations. This will help you determine the best course of action.
  • Consider the value of the order, the customer's history, and the potential impact on your business. If it's a small order or the customer has a good track record, it might be worth offering a refund or a replacement item.
  • Assess the shipping carrier's responsibility: Contact the shipping carrier to inquire about their policies regarding incorrect addresses. Some carriers offer options like re-routing the package or returning it to the sender. If possible, explore these alternatives.
  • If the shipping carrier cannot assist, politely ask the customer to return the package to you. Explain that you will issue a refund or send a replacement once the package is received.
  • Offer a partial refund or discount: If the customer is unable or unwilling to return the package, you could consider offering a partial refund or a discount on a future purchase as a gesture of goodwill.
  • Take this opportunity to review your store's checkout process. Consider implementing address verification tools or adding a warning message to remind customers to double-check their shipping information before finalizing their order.


Each situation is unique, and it's important to handle them on a case-by-case basis. Maintaining good communication with the customer and finding a mutually agreeable solution will help ensure customer satisfaction and preserve your business reputation!

Moira | Social Care @ Shopify
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