I have orders from customers that I can’t fulfill without adding the correct address and phone number, but the security feature hides that information and I cant see it. How am i supposed to complete orders from ZenDrop and other platforms like this?
Topic summary
A merchant is unable to fulfill orders from ZenDrop and similar platforms because Shopify’s security features hide customer address and phone number information.
Suggested Solutions:
- Contact customers directly via email to obtain missing or corrected address/phone details
- Edit shipping address manually in Shopify admin: navigate to the order → More actions → Edit shipping address
- Update details in fulfillment apps (like ZenDrop) to ensure proper syncing and avoid failed shipments
Prevention Measures:
- Configure checkout settings to make phone numbers and complete addresses required fields at checkout
- Consider using order tracking tools to reduce customer inquiries about shipment status
- Some suggest third-party automation platforms that sync customer data directly with suppliers, though this may involve additional costs
Status: The issue appears solvable through manual editing and checkout configuration adjustments. No resolution confirmed by the original poster.
I think you’d have to be more specific with your question for someone to help you.
Screenshots would help too.
If you’re dealing with a specific app, I would reach out to them directly, they should have a good answer.
AutoDS can simplify your fulfillment process by automating order details and syncing accurate customer addresses and phone numbers directly with suppliers, which is especially useful if platforms like Zendrop restrict access to this information.
With AutoDS you get:
Automated order fulfillment that includes correct customer data without manual entry.
Real-time tracking number updates sent directly to your store and customers.
Centralized order management to handle multiple suppliers all in one place.
This reduces errors and speeds up delivery, so you won’t get stuck missing critical info.
The platform offers a 14-day trial for just $1 if you want to test it out.
You’re right, Shopify hides some customer details like phone numbers for security reasons. If the address is incomplete or needs correcting, you’ll need to contact the customer directly (either by email or whichever contact info they provided) and get the updated details. Once you have them, you can edit the shipping address in the order before fulfilling, just go into the order in your Shopify admin, click More actions > Edit shipping address, and update it there.
If you’re using ZenDrop or similar platforms, make sure the corrected details are also updated in the fulfilment app so it syncs properly and avoids failed shipments.
To prevent future headaches, it might help to set required fields (like phone number) at checkout, so customers can’t skip them. And once everything is updated, using a tool like ParcelPanel Order Tracking can really improve communication, it keeps customers in the loop with real-time tracking updates, which helps cut down on “where is my order?” emails if there are any changes to the shipping details.
If this gave you something useful, feel free to mark it as a solution so others can find it too.
For those orders coming through Zendrop etc, you also need the full customer details to be able to fulfill correctly. In your Shopify setup enable checkout settings to request phone numbers & full addresses. If information is obscured, make fields required or edit order to request missing data before fulfilling. I hope this helps you.