Shipping details usually need to be changed for one of a few reasons. The most common is a checkout mistake, like a typo in the address, an incorrect phone number, or an outdated email. Other times, the customer moved after placing the order, or they're sending a gift to a different address than their own.
It's important to catch these issues early. If an address fails validation, the order is blocked until it's corrected. If an address passes validation but is still incorrect, it usually results in a failed delivery or a Return to Sender. See Address format and validation rules for common formatting issues by country.
If you're on Pipe17 with a non-bonded warehouse
Use the Edit Order button in the Merchant Admin Portal.
Log in to your Merchant Admin Portal.
Go to the Orders tab and search for the order you want to edit.
Open the order and click Edit Order. If the button is greyed out, the order is no longer eligible for changes.
Update any of the following: customer name or email, phone number, street address, city, postal code, or tax ID.
Click Submit Request.
Within about five minutes, you'll see one of two outcomes:
Approved - the change is confirmed and updated across our fulfillment systems.
Denied - usually because the order has already shipped.
Note: Edits made in the portal update our fulfillment system only; they don't sync back to Shopify. Update the same details in Shopify too, so your records stay aligned.
If you're on OFG, or your order ships from a bonded warehouse
The portal's Edit Order button is only available for Pipe17-integrated, non-bonded orders. For everyone else:
Contact the Portless Customer Support Team with your order number and the corrected details. Shopify updates don't automatically sync to Portless, so this step is required either way.
Update the shipping details on the order in your Shopify Admin.
If the order ships from a bonded warehouse, we'll also need to confirm with the fulfillment center that the change is still possible before it's applied.
We'll update the details in our warehouse system and confirm once it's done.
A few important notes
Only unshipped orders are eligible.
Requests need to fall within our modification window: 9:00 AM to 7:00 PM EST (8:00 AM to 6:00 PM ET outside daylight saving time), Monday through Friday.
If an order ships before an address correction goes through, ask the customer to contact the carrier directly, since very few carriers support in-transit address changes.