Introduction
The Change Order Address support skill enables your AI assistant to automatically process shipping address change requests from customers, following your pre-defined business rules. This feature enhances customer satisfaction by enabling self-service address updates while maintaining control over when and how these changes can occur.
How It Works
When a customer asks to change their order's shipping address, the AI assistant will:
Request and verify the customer's order information (email, order number)
Check if the order is eligible for address changes based on your configured settings
Process the address update if eligible, or explain why it can't be changed
Confirm the new shipping address with the customer
The entire process is handled automatically, reducing the workload on your support team while ensuring consistent application of your address change policies.
Important Note
The AI will not recalculate or adjust shipping costs based on address changes. This limitation is clearly stated in the configuration interface and should be considered when enabling this feature.
Setting Up the Change Order Address Support Skill
To enable and configure this support skill:
Navigate to your Rep AI dashboard
Select "Support Skills" from the navigation menu
Find the "Change Order Address" card and toggle the switch to ON
Click "Activate" to enable the skill with default settings, or
Click the settings button to customize the address change policies
Configuration Options
Standard Policy Settings
The standard policy provides structured handling of address change requests with the following configuration options:
Time-Based Address Changes
Limit change of address by time: Enable this option to set a time window for address changes
Time window: Specify how many hours after order creation address changes are allowed (default: 2 hours)
Message when time limitation has expired: Customize the response when a customer tries to change an address after the time window has expired:
Default message: "Please contact our human support team to find the order confirmation"
Order Status Handling
The system provides different responses based on the current status of the order:
If the order is being processed:
Default message: "Unfortunately, the order is already being processed. Contact our human support center to request an address change"
If the order has been shipped:
Default message: "The order has already been shipped. You can always return once you have the order delivered"
Preview and Save
After configuring your settings, you can:
Click "Preview" to test how your AI will handle address change requests
Click "Save" to apply your settings immediately
Custom Policy (Expert Zone Feature)
For advanced merchants who need more control over their address change flows, Rep AI offers a Custom Policy option through the Expert Zone upgrade:
Upgrade Required: Custom Policy is available exclusively to merchants who upgrade their plan to access the Expert Zone
Advanced Customization: Create tailor-made address change policies specific to your business needs
Full Control: Define custom eligibility criteria, messaging, and handling instructions for different scenarios
With the Expert Zone upgrade, you'll also gain access to additional premium features like advanced flow customization and custom product finder capabilities.
Email Notifications
When the AI successfully changes an order address, you'll receive an email notification with:
Order number and customer email
Order date and address details (old and new)
Links to view the full conversation and order details
These notifications help you keep your shipping platform and inventory management systems in sync with address changes processed through Rep AI.
Address Verification
The Change Order Address skill includes address verification capabilities to help prevent shipping errors:
Validation Process: When a customer provides a new address, the system validates it using Shopify's built-in address verification
Error Prevention: Catches potential address issues before they cause delivery problems
Customer Guidance: If validation identifies issues, the AI will guide the customer to correct their address
This verification helps reduce costs associated with failed deliveries and improves customer satisfaction.
Troubleshooting
The AI isn't finding a customer's order:
Verify that your e-commerce platform integration is working correctly
Check if the customer is providing the correct order number and email
Address changes not being processed correctly:
Ensure the new address provided is properly formatted
Verify that the order status in your system is accurately reflected in Rep AI
Check if the address verification is flagging the address as invalid
The AI is taking too long to respond during address change flows:
Complex policies may increase response time
Contact support for optimization recommendations
Related Support Skills
For comprehensive order management, consider enabling these complementary support skills:
Cancel Order: Allows customers to request order cancellations
Locate Order Number: Helps customers find their order number when they don't have it
Order Status: Lets customers check where their order is in the fulfillment process
Returns / Exchanges: Handles product return and exchange requests
Getting Help
If you need assistance setting up or troubleshooting your Change Order Address support skill, contact our support team for guidance on optimizing your address change flows.