Update Delivery Details with the Change Order Address Support Skill

Introduction The Change Order Address support skill enables your AI assistant to automatically process shipping address change requests from customers, following your pre-defined business rules. This feature enhances customer satisfaction by enabling self-service address updates while maintaining control over when and how these changes can occur.

How It Works

When a customer asks to change their order's shipping address, the AI assistant will

Request and verify the customer's order information (email, order number)

Check if the order is eligible for address changes based on your configured settings
Process the address update if eligible, or explain why it can't be changed
Confirm the new shipping address with the customer
The entire process is handled automatically, reducing the workload on your support team while

ensuring consistent application of your address change policies. Important Note The AI will not recalculate or adjust shipping costs based on address changes. This limitation is clearly stated in the configuration interface and should be considered when enabling this feature. Setting Up the Change Order Address Support Skill

To enable and configure this support skill

Navigate to your Rep AI dashboard

Select "Support Skills" from the navigation menu
Find the "Change Order Address" card and toggle the switch to ON
Click "Activate" to enable the skill with default settings, or
Click the settings button to customize the address change policies
Configuration Options

Standard Policy Settings The standard policy provides structured handling of address change requests with the following

configuration options

Time-Based Address Changes Limit change of address by time: Enable this option to set a time window for address changes Time window: Specify how many hours after order creation address changes are allowed (default: 2 hours) Message when time limitation has expired: Customize the response when a customer tries

to change an address after the time window has expired

Default message: "Please contact our human support team to find the order confirmation" Order Status Handling

The system provides different responses based on the current status of the order

If the order is being processed

Default message: "Unfortunately, the order is already being processed. Contact our human support center to request an address change"

If the order has been shipped

Default message: "The order has already been shipped. You can always return once you have the order delivered" Preview and Save

After configuring your settings, you can

Click "Preview" to test how your AI will handle address change requests Click "Save" to apply your settings immediately Custom Policy (Expert Zone Feature) For advanced merchants who need more control over their address change flows, Rep AI offers

a Custom Policy option through the Expert Zone upgrade

Upgrade Required: Custom Policy is available exclusively to merchants who upgrade their plan to access the Expert Zone Advanced Customization: Create tailor-made address change policies specific to your business needs Full Control: Define custom eligibility criteria, messaging, and handling instructions for

different scenarios With the Expert Zone upgrade, you'll also gain access to additional premium features like advanced flow customization and custom product finder capabilities. Email Notifications

When the AI successfully changes an order address, you'll receive an email notification with

Order number and customer email Order date and address details (old and new) Links to view the full conversation and order details These notifications help you keep your shipping platform and inventory management systems in sync with address changes processed through Rep AI. Address Verification The Change Order Address skill includes address verification capabilities to help prevent

shipping errors

Validation Process: When a customer provides a new address, the system validates it using Shopify's built-in address verification Error Prevention: Catches potential address issues before they cause delivery problems Customer Guidance: If validation identifies issues, the AI will guide the customer to correct

their address This verification helps reduce costs associated with failed deliveries and improves customer satisfaction. Troubleshooting

The AI isn't finding a customer's order

Verify that your e-commerce platform integration is working correctly Check if the customer is providing the correct order number and email

Address changes not being processed correctly

Ensure the new address provided is properly formatted

Verify that the order status in your system is accurately reflected in Rep AI Check if the address verification is flagging the address as invalid

The AI is taking too long to respond during address change flows

Complex policies may increase response time Contact support for optimization recommendations Related Support Skills

For comprehensive order management, consider enabling these complementary support skills

Cancel Order: Allows customers to request order cancellations Locate Order Number: Helps customers find their order number when they don't have it Order Status: Lets customers check where their order is in the fulfillment process Returns / Exchanges: Handles product return and exchange requests Getting Help

If you need assistance setting up or troubleshooting your Change Order Address support skill, contact our support team for guidance on optimizing your address change flows.