Address Changes

Updating the address on existing orders

Client wants to change the address after the order has been placed the first thing to check is the deal stage.

If the order is in any pipeline prior to be vended:

When the client approves their proofs, they are confirming the address and agreeing that no further changes can be made. If the order is in “ready for production” but has not been vended, we can still make the change.

1.     The address change must be submitted in writing. Have the client send an email with their order number and the updated address to info@backdrop.com.

2.     Add an internal note “awaiting new address”. If the order is in “Ready for Production” this will stop it from being vended until we confirm the address.

3.     Once you have the new address, update it accordingly in HS and change the internal note to “New address”. 

Three sections need to be updated:

• Shipping Address Changed: Input YES
• Internal note: Input SHIPPING ADDRESS CHANGED
• State: Update the State to the new State’s address.

Important:

• If the production team has not filled in the State in the properties section, please update the shipping address field (NOT the State), pin it in a note as usual, and then send a slack message that the state should be updated when the order is filled out, the same way you would if SKU’s needed updating.
• If the state is already filled out, please replace it with the state abbreviation and then input the new address in the shipping address section. Example: WA (UPDATED)

This is very important as the order may be vended incorrectly if this is updated. If there is a hardware portion to the order, the address should be updated in the 3PL as well.

4.     It is important to keep track of target approval deadlines to be sure the client sends the address in on time. Please set tasks as needed and monitor the order until address is received and order is fully vended.

If the order has been vended:

1.     Generally, at this point we cannot make the changes. Let the client know that the order has gone to production and no changes can be made at this point.

2.     If they are adamant that it needs to be updated, please check the following things:

• In special cases we may be able to make the change after the fact, such as NAD orders that are in production but have not shipped. You can confirm with production but there are no guarantees.
• If we can make the change, this must be submitted in writing. Have the client send an email with their order number and the updated address to info@backdrop.com.
• Once you have the new address, update it accordingly in HS and change the internal note to “New address”.
• If we cannot make the change let the client and advise that we will send over tracking as quickly as possible so that they keep an eye on the order and make arrangements for the packages.
• The client may push for us to contact FedEx or UPS to reroute the package. Reiterate that we do not advise this as it increase the risks of delays and lost packages. If they insist, contact the carrier to see what options are available. Please note update changes can take 24-48 hours and the packages will need to go to the sorting hub in the original destination city below they can be rerouted which may cause additional delays.

The priority is to ensure any address updates are handled accurately, documented clearly, and communicated at the right stage to avoid delays, misrouted shipments, or production errors.