Changing addressUpdated 3 years ago
Change of address
In response to a request to amend an order, the first step is to check the status of the order at eCura.
Generally speaking, the normal order flow includes pending, pending and shipped status. In addition, the common abnormal order status includes frozen, problematic and abandoned.
Standalone - FEZiBO]
"Pending Shipping Review" status
Step 1 | Step 2 | Step 3 | Step 4 |
The new address does not involve a change of continent, city, name and phone number, or the new address provided by the customer is clear and complete, the change is made directly in shopify and eCura synchronously and the customer is informed that the change has been made. END Template: [User responsibility] Change of address (not shipped) Modified | |||
The address provided by the customer is not complete and detailed/no new address is provided: freeze order, customer service note: do not ship, change address | Confirm the new address with the customer once Template: [User responsibility] Change address Wait for customer confirmation New address | The customer confirms, shopify and eCura synchronise the changes and move the order to "Pending Shipping Review" and remove the customer service note. Inform the customer that the order has been modified. end Template: [User responsibility] Change of address Customer has confirmed Shipping soon | |
If the customer does not reply within 48H, an additional enquiry letter will be sent | If no response in 48H, the order is cancelled. Inform the customer that the order is cancelled.END [User responsibility] No reply Cancel order | ||
The customer confirms, changes the address and informs. END [User responsibility] Change of address (not shipped) Modified | |||
New address involving a change of continent, city, name and telephone number: freeze order, customer service note: Do not ship, change address | Let the customer verify the order details, the reason for the change and the new address Template: [User responsibility] Verify Change of address Reason | The order information is correct, shopify and eCura change the address, move the order to "pending shipping review" and remove the customer service note. Inform the customer that the order has been amended END Template: [User responsibility] Change of address Customer has confirmed Shipping soon | |
The order information is incorrect, advise the customer to cancel the order and then re-order with a new address. END Template: [User responsibility] Change of address Incorrect information | |||
If the customer does not reply within 48 hours, the order will be cancelled and the customer will be notified of the refund and the possibility of placing a new order. end Template: [User responsibility] No reply Cancel order | |||
"Pending delivery" status
Step1：Easy warehouse first carry out the "cut-off" operation, choose "change address" as the reason
Step2: If the order cut-off is successful, the process of address modification will be carried out under "Pending shipment".
If the order cut-off fails, take the process of "shipped" to modify the address.
"Shipped" status
Step1: Inform the customer that "the order is shipped, if the address is modified, a modification fee of 28USD will be charged for successful modification, if the modification fails, the parcel will still be sent to the original address". (EU countries do not support change of address, USA/UK do)
Step2:
1 | 2 |
No change, advise to follow the logistics information and collect the parcel from the original address.END Template: [User responsibility] Modify address No change |
|
Insist on changing the address, contact logistics to modify the address. [User responsibility] Inform contact logistics to change address | Modify successfully, send a replenishment link and ask the customer to make payment. END Template: [User responsibility] Modify address Success Payment Modification fee |
Modification failed, tell the customer to pay attention to the logistics information and collect the parcel from the original address. end Template: [User responsibility] Modification of address Failed |
Amazon
Same process as independent site
【Wayfair】
【Walmart】