Change Shipping Address

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When to use this workflow

• Customer calls with wrong address before confirming order
• Customer wants to redirect a confirmed order to a different location
• You notice the address is incomplete or invalid
• Customer moved and wants the order sent to the new address

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Step-by-step: Change address during order entry

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While creating an order

1. In the Shipping Address section, click the address field.
2. Search for an existing address in the customer’s account (loads their saved addresses).
3. Or click Enter New Address to type a custom address.
4. Fill in: Street, City, State, ZIP, Country.
5. Verify the address is correct before clicking Confirm Order.

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Change address after order is confirmed and before an active label

1. Open the order.
2. Click the Shipping address card in the order header.
3. In Select Shipping Address, choose the correct customer address.
4. For local pickup, choose a warehouse location from Warehouse Locations.
5. If the customer address is missing or wrong, click Manage Address Book to open the account in a new tab, update the address, then return to the order and select it.
6. If the address has an amber Validate badge, click it and complete Shippo Address Validation before buying a label.

Expected result: The shipping address updates. If the shipping destination changed, Arcus recalculates tax and shows an address-updated toast.

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Address validation

Shipping addresses can show their Shippo validation state in the address picker:

• Verified: the address was validated recently and is ready for rate shopping.
• Validate: click the badge to open Shippo Address Validation.
• Address could not be validated: review the message from Shippo, fix the account address if needed, and re-run validation.

If an address is flagged as unverifiable:

1. Click Validate.
2. Review the original address and any Suggested by Shippo correction.
3. Click Accept suggestion if the correction is right, or Keep original if you have confirmed the customer-provided address.
4. Re-run validation after correcting missing street, city, state, ZIP, or country details.

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Changing address after a label exists

If a Shippo label has already been purchased, the Shipping card is no longer clickable. Hovering the locked card explains: “Void the shipping label first to change the address.” If your role includes the post-label override permission, Arcus also shows an amber Address locked banner with a Change ship-to button. Use Change ship-to when the label exists but the package has not entered carrier custody:

1. Click Change ship-to.
2. Choose Existing account address or New address.
3. Click Preview impact.
4. Review the current address, new address, active labels, estimated refund, and any in-transit warning.
5. Pick what should happen after voiding labels:
   • Auto-buy cheapest label at new destination
   • Show me the rates; I will buy manually
   • Just void; warehouse will re-buy later
6. Optionally check Also update billing address to match if the customer requested that change too.
7. Add the reason for the change.
8. Confirm both required checkboxes, then click Void labels and change ship-to.

Expected result: Arcus voids eligible labels, updates the address, re-rates or defers replacement labels based on your choice, and records the change in the activity timeline. If a replacement label purchase fails, use the package cards to buy it manually. If the preview shows an in-transit label, the in-app void path is blocked. Contact the carrier for intercept or reroute options, then document the outcome on the order.

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Common scenarios

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Scenario 1: Customer provides address with apartment/unit number after order is placed

1. Open the order.
2. If no active label exists, update or add the address from the account address book, then select it from the Shipping card.
3. If a label exists and the package has not shipped, use Change ship-to so the old label is voided before the new address is used.
4. Validate the corrected address before buying a new label.

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Scenario 2: Billing address vs. Shipping address are different

This is normal. The billing address is where the invoice is sent (or appears on the credit card). The shipping address is where the physical goods are delivered.

• Both can be different.
• Update the shipping address without affecting the billing address.

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Scenario 3: Customer moved mid-shipment

If the customer has moved and notified you after the order was packed:

1. Check whether the package has entered carrier custody.
2. If it has not, use Change ship-to to void and replace the label.
3. If it has, contact the carrier immediately and request an intercept or reroute.
4. Record the carrier result on the order and notify the customer of the updated ETA or next step.

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Address best practices

• Always verify: Don’t assume you know the correct address. Ask the customer for the full address including apartment/suite number.
• Use customer’s saved addresses: If they have multiple locations on file, confirm which one to use.
• International addresses: Include province/region and postal code; country name should be the official name.
• Apartment/suite/unit numbers: Always include these. Many packages are misdelivered when apartments are omitted.
• Delivery instructions: If the address is hard to find, add special instructions (e.g., “Building B, behind main gate”).

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Preventing address issues

• Confirm with customer: Always repeat the address back to the customer before creating the order.
• Check for typos: Did you type “Main Street” correctly?
• Use autocomplete: Arcus offers address suggestions as you type to catch typos early.
• Store addresses on the account: If a customer frequently ships to multiple locations, save them as predefined addresses for faster order entry.

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