When a customer requests a change of address, Relay takes the following steps to ensure the request is handled efficiently and accurately:
Request Verification:
Relay first verifies the address change request to ensure it is legitimate. It may ask the customer for additional details, such as the order number, shipping address, and any other identifying information, to confirm that the change pertains to an active order.Address Validation:
Relay checks the new address for formatting issues, such as missing fields or errors, and confirms that the new address is deliverable. If the address seems invalid, Relay will notify the customer and ask for clarification or corrections.System Update:
Once the new address is verified, Relay updates the order’s shipping information in the relevant system(s) (e.g. your ERP system). The updated address is applied to the order to ensure that future shipments are sent to the correct location.Confirmation:
After updating the address, Relay sends a confirmation to the customer, letting them know that the address change has been processed successfully. This ensures that the customer is kept informed every step of the way.Real-Time Sync:
If the order has already been dispatched, Relay will attempt to update the address with the carrier (if supported). If the shipment is in transit, Relay will notify the customer of any potential delivery delays and provide tracking updates.