Address Changes in Chat for WooCommerce
Yes. AeroChat changes the delivery address on a WooCommerce order, in the chat. It checks the shopper owns the order and that it has not shipped, updates the shipping address through WooCommerce’s REST API, and adds a note for your team, on WhatsApp and every other channel.
This recipe fixes a wrong or changed address before the parcel leaves, without anyone on your team editing the order. Part of connecting WooCommerce to WhatsApp and AI chat.
What happens today
A shopper notices a typo in the postcode, or they are moving, or they want the parcel sent to the office. They message you to fix it. Someone has to find the order, check it has not been packed, edit the address and reply. If the message waits until the next morning, the parcel may already be gone.
The flow that works
- The shopper asks to change the address on their order.
- AeroChat asks for the order number, finds the order in WooCommerce and checks the email or phone on the order matches the shopper.
- It checks the order status. If the order is still pending payment, on hold or processing, the address can change. If it is completed, it explains the parcel is on its way.
- It takes the new address and checks it falls in a shipping zone you deliver to, at the same rate.
- It updates the order’s shipping address in WooCommerce and adds a private note saying what changed.
- It confirms the new address to the shopper in the chat.
What it looks like on WhatsApp
Customer: Hi, I put the wrong unit number on order 20977. It should be unit 12-3, not 21-3. (example)
AeroChat: Thanks. Can you confirm the email you ordered with?
Customer: mei@example.com
AeroChat: Done. Order 20977 will now go to Unit 12-3, 8 Jalan Ampang, 50450 Kuala Lumpur. It hasn’t shipped yet, so the change is in time.
In WooCommerce: the shipping address on order 20977 (example) is updated, and a private note records the old and new unit number for your team.
The recipe
Copy this into AeroChat
When a customer asks to change the delivery address on an order, follow these steps.
- Ask for their order number. Find the order in WooCommerce.
- Check that the email or phone number on the order matches the customer. If it does not, ask them to confirm the email they ordered with.
- Check the order status. If it is pending payment, on hold or processing, go on. If it is completed, tell them the parcel has left and share any tracking note on the order.
- Ask for the full new address. Read it back and ask them to confirm.
- Check the new address is in the same shipping zone as the old one. If it is in a zone we do not ship to, say so. If the rate is different, tell them the difference and send an Airwallex payment link for it before you change anything.
- Update the order’s shipping address in WooCommerce. Add a private note: “Address changed in chat” with the old and new address.
- Confirm the new address to the customer.
Never change the billing address or the items. Never share another customer’s order. Reply in the customer’s language.
If your team packs orders soon after they arrive, add a time limit, for example “only within 2 hours of the order (example)”, before you paste it.
What to connect
- WooCommerce orders. In WooCommerce, go to Settings, Advanced, REST API, and add a key with read and write access. Copy the consumer key and consumer secret, and paste them in when AeroChat asks. Order updates and order notes are documented at woocommerce.github.io/woocommerce-rest-api-docs.
- WooCommerce catalog. The AeroChat WordPress plugin syncs your shipping zones, so AeroChat knows where you deliver and at what rate.
- Airwallex, if a new zone costs more. Built in. Payment links are on Growth and above.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect WooCommerce, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from WooCommerce’s public documentation, 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
- Which order statuses still allow an address change.
- Whether a change to a different zone is charged, refused or passed to your team.
- Whether the note is private or a customer note. WooCommerce shows a customer note to the shopper and notifies them.
The result to expect
Address changes are made in the order before it is packed, in the same conversation the shopper started. Fewer parcels go to the wrong place, and your team does not edit orders by hand.
Measure it with your own numbers: address changes made in chat, and parcels returned for a wrong address, for a month before and after.
Next: see the address change workflow across every channel and answer “where is my order?” from WooCommerce.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your website and email, with the same WooCommerce connection behind it. See what each channel does on the WooCommerce integration page.
Channel versions: WhatsApp order changes.
Change your first address from the chat
Paste the recipe, add your WooCommerce keys, and ask your own number to change the address on a test order.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect WooCommerce for you, free. See plans.