Category: 🚛 Shipping & Delivery | Section: Order delivery address change | Contact reason: Order delivery address change
Summary — read this first
What this article covers: a buyer who wants to change the delivery address, before or after the order is placed. 3 use cases; each one states the exact conditions it applies to and the steps to follow.
| Escalation team(s) | No escalation |
| Ticket status | Solved |
| Key system paths | C360 > Order > Delivery Address Home (Update) |
| Macros | No order ongoing; Order already placed - not possible to change address; Order already placed - possible to change address |
Pick your use case:
- No order ongoing — Invite the buyer to update the Delivery address themselves in order to protect their personal data
- Order already placed — Check if the "Update ” button is available or not in C360
- If the buyer wants to return the item from another country — Continue in another article: 🚛 Shipping & Delivery › Shipping & delivery general questions › Buyer wants to return the item from another country
Search keywords: change delivery
Buyer wants to change delivery address
Context: Buyer contacts CS to change the delivery address
First steps (all cases)
🎯 Process
- Set contact reason to “Order delivery address change”
- If not indicated by buyer, check in C360 if there’s an ongoing order
1. No order ongoing
🎯 Process
- Invite the buyer to update the Delivery address themselves in order to protect their personal data. You can send the following macro: No order ongoing
- Solve the ticket FAQ article on how to change the delivery address”
Sub-cases
Buyer requests that we do the change
🎯 Process: Suggest the buyer to change the address on their own due to personal data protection. Example of answer below: “Dear xxx, When it comes to your login details with Vestiaire Collective, we have a duty to carefully protect your personal data. In order to make this change securely, also to ensure that your delivery address is correct for any future orders, we recommend you to update your details directly in your account. Thank you for your understanding and I remain at your disposal should you need anything else. Have a lovely day.”
2. Order already placed
🎯 Process: Check if the "Update ” button is available or not in C360 Go to C360 > Order > Delivery address (Home) > Update We only allow changes to the delivery address for home deliveries within the same country, and under specific conditions (for pick up delivery we don’t allow to change the address) The option to change the address will be available only if the following criteria are met:
- Authenticated Shipping: the status is not “Prepared for Shipping.” —> If any of the order's items has been already shipped from the warehouse, the button will not be available
- Direct Shipping: the seller has not yet downloaded the shipping label —> If the seller downloaded the shipping label, the button will not be available
Sub-cases
Button is available
🎯 Process: Check if the button is available or not in C360
- Please perform the change in C360 > Order > Delivery Address Home (Update) and inform the buyer by sending the macro: Order already placed - possible to change address
- Solve the ticket
Button is NOT available
🎯 Process
- If not available, please inform the buyer that it’s not possible to change the address by using the macro: Order already placed - not possible to change address
- Solve the ticket
3. If the buyer wants to return the item from another country
→ Continue in another article: 🚛 Shipping & Delivery › Shipping & delivery general questions › Buyer wants to return the item from another country.