Automate Address Changes in Chat
Let customers fix their delivery address in the chat, before the order ships. AeroChat verifies the customer, checks that the order has not been packed or shipped, updates the shipping address on the order in your store and reads it back to confirm. Orders that are already on their way go to your team with the details attached. It works on WhatsApp, Instagram, Messenger, web chat and every other channel.
What the customer asks
Address mistakes show up minutes after checkout, or the day before delivery. Customers ask in whatever channel they used to find you.
- “I put my old address. Can you change it?”
- “I forgot my apartment number.”
- “Can you send it to my office instead?”
- “I’m moving next week. Can the order go to my new place?”
Each one is quick to fix while the order is unpacked, and costly once the label is printed. Speed matters more than anything else here.
What AeroChat does, step by step
- The customer asks to change the address. AeroChat asks for the order number and the email or phone number on the order, and verifies them against the order in your store.
- It checks the order’s fulfillment status. If nothing is packed or shipped yet, it continues.
- It asks for the full new address and reads it back line by line.
- When the customer confirms, it updates the shipping address on the order and adds a note with the old address and the time of the change.
- It confirms the change in the chat with the new address.
- If the new address is in a country or zone you do not ship to, or the shipping cost changes, it explains and hands the conversation to your team.
- If the order is already packed or shipped, it tells the customer and passes the request to your team, who can contact the courier.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat verifies the customer, checks the fulfillment status and updates the shipping address.
- Delivery. POS Malaysia is built in for sellers in Malaysia. Couriers and shipping tools with a public API connect through their API, for example Shippo, Sendcloud, EasyParcel, Lalamove and GrabExpress.
- Your packing team’s view. The change appears on the order itself, with a note, so nobody has to read the chat to see it.
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 it looks like on WhatsApp
Customer: Hi, I just ordered and put the wrong unit number. (example)
AeroChat: I can fix that. What is your order number and the email you used?
Customer: #5207, lee@example.com
AeroChat: Thanks, Lee. Order #5207 has not been packed yet. What is the full correct address?
Customer: 12 Harbor Street, Unit 4B, Portland OR 97201
AeroChat: To confirm: 12 Harbor Street, Unit 4B, Portland, OR 97201. Is that right?
Customer: Yes.
AeroChat: Done. Order #5207 will ship to Unit 4B.
In your store: the shipping address on order #5207 is updated, with a note showing the old address and the time of the change.
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. Verify them against the order before going further.
- Check the fulfillment status. If the order is packed, shipped or has a shipping label, tell the customer and hand the conversation to our team.
- Ask for the full new address, including unit number and postcode, and read it back.
- If the new address is in a country or zone we do not ship to, or would cost more to ship, explain and hand the conversation to our team.
- When the customer confirms, update the shipping address on the order and add a note with the old address and the time.
- Confirm the change to the customer with the new address.
Only change the address for the person who placed the order. Never share the address on file with anyone else. Reply in the customer’s language.
Add your own cut-off, for example no changes after 2 p.m. on the day of dispatch (example).
Where it runs
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Shopee and Lazada chat, Telegram, your web chat and email. It uses the same store connection and the same rules on every channel, so a customer gets the same answer wherever they ask.
On Shopee, Lazada and TikTok Shop, orders follow the marketplace’s own process. There, AeroChat answers from your product details and policies and points the buyer to the marketplace’s own steps.
Channel versions: order changes on WhatsApp.
For your store platform: Shopify and WooCommerce.
Related: changing the shipping address after an order and order cancellation in chat.
Questions
What if the order has already shipped?
AeroChat tells the customer the order is on its way and passes the request to your team, with the order and the new address attached. Your team decides whether to contact the courier.
How does AeroChat know it is the real customer?
It checks the order number against the email or phone number on the order before it shows or changes anything.
Can it change the address to another country?
Only within the rules you set. If the new address is outside your shipping zones or changes the shipping cost, AeroChat hands the conversation to your team.
How do I set this up?
Sign up for the 7-day free trial and connect your store. Connect AeroChat to your AI assistant, such as Claude, ChatGPT or Gemini, and describe the workflow, or paste the recipe above. AeroChat builds it as a draft. Add the keys for any other system it names, then turn the workflow on. No code needed.
Fix address mistakes before the label prints
Start the trial, connect your store and paste the address recipe. Then place a test order and change its address in chat.
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 your store for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.