Shipping address change email templates
Address changes are urgent and easy to get wrong. This template confirms the new address by repeating it back in full, so a typo gets caught before the parcel leaves, and covers the case where the order has already shipped. The new address comes from your clipboard, so you copy it once from the customer's message and never retype it.
;cs-address-change;cs-address-change in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
When the parcel has left and you can't change the address yourself.
For confirming quickly in chat.
When to use it
- A customer asks to change their delivery address after ordering.
- The order has already shipped and you need to explain the options.
- A customer spots a typo in their address.
What to avoid
- Don't update an address on a high-value order to a new country without your fraud checks.
- Don't skip repeating the address back. That one line catches most mistakes.
- Don't promise a redirect will work; it depends on the courier.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- Order number
{fill:Order number} - The order being changed.
- Clipboard
{clipboard} - Pastes whatever you last copied, such as an order number or a link, into that spot.
- Ship date
{fill:Ship date} - When the order is due to leave, e.g. "tomorrow morning".
- Your name
{fill:Your name} - Your first name.
- Tracking link
{fill:Tracking link} - The courier tracking URL.
Tips
- •Copy the new address from the customer's message, then type the trigger. {clipboard} pastes it exactly as they wrote it.
- •With Retext's clipboard history (beta) on, copy the order number and the address separately, then paste the earlier copy from the menu bar.
- •Check the address against your store admin after updating, not just the email.
Works in Shopify inbox, Gorgias, Gmail, Zendesk and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Make the fraud rule for address changes explicit in a team snippet note, so every agent knows when to stop and check.
See Retext for TeamsQuestions
Can I change the shipping address after placing an order?
Usually yes, until the order ships. After that, the courier may let you redirect it using the tracking link.
Why should support repeat the address back?
It gives the customer one last chance to spot a typo before the parcel leaves. Reshipping costs far more than one line of text.
Related templates
Order shipping delay
;cs-ship-lateCustomer support
Hi [Customer name], I'm sorry, your order [clipboard] is running late. [Reason for delay] The new estimated delivery dat…
Return instructions
;cs-return-howCustomer support
Hi [Customer name], No problem, here's how to return your order: 1. Pack the item in its original packaging if you still…
Wrong item received
;cs-wrong-itemCustomer support
Hi [Customer name], Sorry about that, you should have received [Correct item], not [Wrong item]. I've sent the right one…
Type ;cs-address-change, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
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