How to Edit Shipping Address and Contact Information
Plans: All plans Platforms: All platforms
AfterShip Returns allows shoppers and merchants to edit shipping addresses and contact information directly during the return submission process. This update eliminates the need to contact the merchant for minor corrections, streamlining the return experience.
With this enhancement, shoppers can ensure the return label, exchange order, and notifications are accurate and up-to-date, especially useful for gift returns or returns initiated from in-store purchases.
Start a return request via the returns page.
On the Review page, locate the Contact details section.
Click Edit.
In the pop-up:
Update the email address under the Contact information. This is used for return-related notifications.
Update the Shipping address which is used to generate the return label and any exchange orders.
Click Save to apply changes.
The country in the shipping address cannot be edited to prevent policy abuse.
Notifications related to the return will be sent to the new email address.
Gift cards (for gift returns) will be issued to the updated email.
This change does not affect notifications from the merchant’s eCommerce platform.
The updated address will be used for the return label and exchange order generation.
If the new address triggers different return routing rules, the shopper will be asked to reselect the return method.
We will provide the address recommendation if the original input has anything wrong. Shoppers can accept the suggestion or continue with their original input.
These updates do not change the original order data unless the merchant uses Shopify's Exchange API flow.
Log in to AfterShip Returns admin.
Open the Return request from the dashboard.
On the RMA detail page, you will see:
Original information is from the order, used for analytics or order lookups.
Contact details are editable if it’s a gift return or updated by the shopper.
Click Edit to update the contact information.
The following pop-up will appear on the screen:
Click Save to apply the changes.
Your changes will be recorded in the activity log.
Log in to AfterShip Returns admin.
Go to Customizations > Returns page > Returns page editor > Edit.
Select Review request > Contact details.
Under Allow customers to edit, check one or both options :
Contact information: Allow editing of email for return notifications.
Shipping address: Allow editing for accurate return labels or exchange orders.
The Edit option will appear for shoppers accordingly.
Click Save to apply changes.
A shopper has moved homes and needs to update the shipping address for their return.
An in-store purchase lacks shipping details, which can now be collected during the online return process.
Return labels are generated based on the first submitted address. Address edits after generation will not affect the label.
Yes, once the shopper finishes the order lookup, we will show them the missing shipping address page if there is no shipping address in the order.
You can change the shipping address, but we don’t support regenerating a return label or updating the shipping address for an exchange order.
AfterShip Returns supports 7 countries, including the United States, United Kingdom, France, Germany, Spain, Switzerland, and Belgium.
Return Routing Rule: Rules set by the merchant to direct returns based on the shopper’s location/shopper’s choice.
Shopify Exchange API flow: A Shopify-supported process that allows address updates to be reflected in the original order.
Overview
AfterShip Returns allows shoppers and merchants to edit shipping addresses and contact information directly during the return submission process. This update eliminates the need to contact the merchant for minor corrections, streamlining the return experience.
With this enhancement, shoppers can ensure the return label, exchange order, and notifications are accurate and up-to-date, especially useful for gift returns or returns initiated from in-store purchases.
Editing shipping address and contact info on the returns page
Start a return request via the returns page.
On the Review page, locate the Contact details section.
Click Edit.
In the pop-up:
Update the email address under the Contact information. This is used for return-related notifications.
Update the Shipping address which is used to generate the return label and any exchange orders.
Click Save to apply changes.
The country in the shipping address cannot be edited to prevent policy abuse.
Contact Information
Notifications related to the return will be sent to the new email address.
Gift cards (for gift returns) will be issued to the updated email.
This change does not affect notifications from the merchant’s eCommerce platform.
Shipping Address
The updated address will be used for the return label and exchange order generation.
If the new address triggers different return routing rules, the shopper will be asked to reselect the return method.
We will provide the address recommendation if the original input has anything wrong. Shoppers can accept the suggestion or continue with their original input.
These updates do not change the original order data unless the merchant uses Shopify's Exchange API flow.
Edit shipping address and contact info in AfterShip admin
Log in to AfterShip Returns admin.
Open the Return request from the dashboard.
On the RMA detail page, you will see:
Original information is from the order, used for analytics or order lookups.
Contact details are editable if it’s a gift return or updated by the shopper.
Click Edit to update the contact information.
The following pop-up will appear on the screen:
Click Save to apply the changes.
Your changes will be recorded in the activity log.
Enable or disable editing on the returns page
Log in to AfterShip Returns admin.
Go to Customizations > Returns page > Returns page editor > Edit.
Select Review request > Contact details.
Under Allow customers to edit, check one or both options :
Contact information: Allow editing of email for return notifications.
Shipping address: Allow editing for accurate return labels or exchange orders.
The Edit option will appear for shoppers accordingly.
Click Save to apply changes.
Use cases
A shopper has moved homes and needs to update the shipping address for their return.
An in-store purchase lacks shipping details, which can now be collected during the online return process.
Troubleshooting
Return labels are generated based on the first submitted address. Address edits after generation will not affect the label.
FAQs
Q1. If there is no shipping address in the original order, can the shopper submit a return request online?
Yes, once the shopper finishes the order lookup, we will show them the missing shipping address page if there is no shipping address in the order.
Q2. Can I change the shipping address after the return label is generated or the exchange order is created?
You can change the shipping address, but we don’t support regenerating a return label or updating the shipping address for an exchange order.
Q3. Which country supports the shipping address suggestion?
AfterShip Returns supports 7 countries, including the United States, United Kingdom, France, Germany, Spain, Switzerland, and Belgium.
Appendix
Return Routing Rule: Rules set by the merchant to direct returns based on the shopper’s location/shopper’s choice.
Shopify Exchange API flow: A Shopify-supported process that allows address updates to be reflected in the original order.
Updated on: 23/04/2025
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