Delivery Address Changes in Chat for Shopify
Yes. AeroChat changes the delivery address on a Shopify order, in the chat. It verifies the customer against the order in Shopify, checks that the order has not been fulfilled, reads the new address back to them and updates the shipping address on the order. If the new address costs more to ship, it sends a payment link for the difference in the same conversation.
This recipe handles “I gave the wrong address” and “can you send it to my office instead?” before the parcel leaves. Part of connecting Shopify to WhatsApp and AI chat.
What happens today
A customer spots a typo in their address, or moves, or wants the parcel sent to work. They message you and wait. Someone finds the order, checks whether it has been packed, edits the address in the Shopify admin and writes back. If that takes until the next day, the parcel may already be on its way to the wrong door, and a redelivery or a lost parcel costs more than the order made.
Customers can’t change the address themselves after checkout, so every one of these is a manual task.
The flow that works
- The customer asks to change the address in chat.
- AeroChat asks for the order number and the email or phone number on the order, and verifies them in Shopify.
- It checks the order is not fulfilled yet. If it has shipped, it says so and offers what you allow, such as contacting the courier.
- It collects the new address and reads it back in full for the customer to confirm.
- It updates the shipping address on the order in Shopify and adds a note saying the change came from chat.
- If the new address is in a costlier shipping zone, it quotes the difference and sends a payment link. Payment is detected automatically.
What it looks like on WhatsApp
Customer: Hi, I put the wrong apartment number on order #5521. It should be 4B, not 48. (example)
AeroChat: I can fix that. Please confirm the email on the order.
Customer: lee@example.com
AeroChat: Thanks, Lee. Order #5521 has not shipped yet. The new address would be 22 Elm Street, Apt 4B, Portland, OR 97205 (example). Is that right?
Customer: Yes.
AeroChat: Done. Order #5521 will go to Apt 4B. The delivery date stays the same.
In Shopify: the shipping address on order #5521 now reads Apt 4B, with the note “Address changed by customer in chat”.
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 they ordered with. Verify them against the order in Shopify.
- Check whether the order is fulfilled. If it has shipped, say so and hand the conversation to our team with the order attached.
- Ask for the new address in full. Read it back and ask them to confirm.
- If the new address is in a different country, hand the conversation to our team.
- Check our Shopify shipping rates for the new address. If it costs more, tell them the difference and send a payment link for it. Change the address only once the payment is confirmed.
- Update the shipping address on the order in Shopify and add the note “Address changed by customer in chat”.
- Confirm the change and the expected delivery date.
Never change the name or email on the order. Reply in the customer’s language.
Change the country rule and the note text to match how your team works before you paste it.
What to connect
- Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard. AeroChat verifies the customer and reads the order. The address update and the note go to Shopify through its Admin API in the workflow you describe.
- Airwallex, for payment links. Built into AeroChat and connected in the dashboard. Payment links are on Growth and above. AeroChat never sees card numbers and never holds your funds. No Airwallex account yet? Open one here.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist of what is left: connect Airwallex if you charge for a costlier address, then switch it on.
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
- Up to which point an address can change, for example until the order is fulfilled.
- Whether AeroChat may change addresses to another country, or hands those to your team.
- Whether a costlier address needs a top-up payment or you absorb the difference.
The result to expect
Address mistakes get fixed in minutes, before the parcel ships, without anyone opening the Shopify admin. Fewer parcels go to the wrong door.
Measure it with your own numbers: address changes handled in chat, and failed or returned deliveries, for a month before and after.
Next: see the address change workflow across every channel and how to handle address changes after an order.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your Shopify store and email, with the same Shopify connection behind it. See what each channel does on the Shopify integration page.
Channel versions: WhatsApp order changes.
Fix your first address in chat
Install AeroChat, paste the recipe, and ask your own store chat to change the address on a test order.
7-day free trial.