Change a Shipping Address Before Dispatch on WhatsApp with ShipBob
Yes. AeroChat works directly with ShipBob. When a customer asks to change their shipping address, AeroChat verifies the order in Shopify, checks in ShipBob that the shipment has not left the fulfillment center, and updates the address on the ShipBob shipment in the same chat.
This recipe handles “I typed the wrong address” and “I’ve moved, can you send it to my office?” before the parcel goes out. Part of connecting ShipBob to WhatsApp and AI chat.
What happens today
A customer spots a typo in their address an hour after ordering and messages you. Changing it in Shopify alone does not help once the order has gone to ShipBob, so someone has to find the shipment in ShipBob and edit it there too. If the message waits until the next morning, the parcel may already be packed and labeled, and the fix becomes a failed delivery and a reshipment.
The flow that works
- The customer asks to change the delivery address.
- AeroChat verifies the order in Shopify by the email or phone number on it.
- It finds the order in ShipBob by your Shopify order number and reads the shipment status.
- If the shipment is still processing and has no label yet, it collects the new address and reads it back.
- It updates the address on the ShipBob shipment and confirms in the chat.
- If the parcel has already been labeled or shipped, it says so and hands the conversation to your team.
What it looks like on WhatsApp
Customer: I put the wrong apartment number on order #48120. It should be 5B, not 3B. (example)
AeroChat: Thanks. Your order has not shipped yet, so I can fix that. The new address would be 210 Grand Street, Apt 5B, Brooklyn NY 11211 (example). Is that right?
Customer: Yes.
AeroChat: Done. Your order will go to Apt 5B.
In ShipBob: the shipping address on the shipment for order #48120 is updated before it is labeled.
The recipe
Copy this into AeroChat
When a customer asks to change the delivery address on an order, follow these steps.
- Ask for the order number and the email or phone number on the order, and verify the order in Shopify.
- Find the order in ShipBob by the Shopify order number and read the status of each shipment.
- If a shipment is still processing and no label has been created, ask for the full new address: name, street, apartment or unit, city, state, ZIP code and country.
- Read the new address back and ask them to confirm.
- Update the address on the ShipBob shipment and confirm the change.
- If the label has been created or the parcel has shipped, tell them we can no longer change it from here and hand the conversation to our team with the order number and the new address.
- If the new address is in another country, hand over to our team.
Never change an address for someone who has not verified the order. Reply in the customer’s language.
Change the handover rules to match your policy before you paste it. If you also want the address changed on the Shopify order, say so in the recipe and AeroChat updates it through Shopify’s Admin API in the same workflow.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard, so AeroChat can verify the order.
- ShipBob. Sign in as the account’s main user, go to Integrations, then API Tokens, and choose Generate New Token. Paste it in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ShipBob, then switch it on. If it built the connection from ShipBob’s public documentation at developer.shipbob.com, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Whether AeroChat changes addresses itself or collects them for your team.
- Which changes always go to your team, such as a new country or a different recipient.
- Whether the Shopify order address is updated too.
The result to expect
Address fixes reach ShipBob while there is still time, at any hour. Fewer parcels go to the wrong door, and fewer orders need reshipping.
Measure it with your own numbers: address changes made from chat, and returns marked undeliverable, for a month before and after.
Next: answer “has my order shipped?”. For orders fulfilled outside ShipBob, see address changes on Shopify.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your store and email, with the same ShipBob connection behind it. See what each channel does on the ShipBob integration page.
Fix your first address in chat
Install AeroChat, paste the recipe, add your ShipBob token, and change the address on a test order from your own phone.
7-day free trial.