Why do customers enter wrong shipping addresses at checkout, and how to avoid it?
Asked 6 years ago
We've had a few issues lately with customers entering a wrong shipping address. Then the order gets sent to the wrong address, we have to refund or re-ship, and it's costing us a fortune. What measures do you take to make sure it doesn't happen in your store?
Ido Talmor
Wednesday, February 13, 2019
There are a few reasons for shipping address errors: 1. Using the Shopify auto complete (you can turn it off). 2. Different countries have different address formats and some customers don’t understand how to input their address. 3. Addresses in rural areas sometimes don’t fit the format. 4. Desktop and mobile browsers store and enter addresses automatically. So sometimes the addresses are outdated and other times they click on the wrong address options. 5. Some customers think the shipping address must match their credit card address in order for the transaction to be processed. And then, after the transaction is processed they send a message asking to update the address. 6. Innocent mistakes like typos or even people who recently moved and enter their old address by mistake. In order to avoid these mistakes, you should validate your customers’ shipping addresses at checkout and before shipping. There are Shopify apps like Address Validator that help reduce shipping address errors. Other apps allow you to send a text message when the user completes the order, to make sure the address is correct. Also, you need to be proactive - Send an order confirmation email with all the relevant details and ask the customer to contact customer support immediately if their shipping address needs to be corrected. It’s important to identify errors before shipping.
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