Address Change Request

1.1 Purpose

To update the customer address when a customer requests for address changes for his product delivery.

Document title	Address Change Request
Current Version	1.1
Status	Live
Document Owner	Process Excellence Team
Approved by	Chethan Kumar

Responsibility:

-When a customer contacts for Updating or Changing his delivery address, follow this process where L1 can take the call.

-For only the below brands L1 will not be able to help customers in case of Unfulfilled orders as well for Minor address changes.

BonOrganik
BonKids
Priyaasi
TrustBasket
Pebble

In case of minor changes only, inform the customer that we will update the address and take the request and correct address in private notes and fill in the below sheet where L2 will update the address

Issue – Sub issue

No Escalation

Group: L1 Group

Type: Other Products

Issue: Order to Delivery

Sub Issue: Update Order _ Address/Number

Status: Resolved

If escalating to L2

Group: Delivery and Shipments

Type: Other Products

Issue: Order to Delivery

Sub Issue: Update Order _ Address/Number

Status: Waiting on Internal Update

Customer VOC

Next Action

Our Action

Customer contacts to change his delivery address

To check for the order status and for which brand the customer requests address change.

Order Status is Unfulfilled

-L1 will only update the first line of address like door no, floor No, and Street No.

-L1 will not be able to change the address for Pincode changes.

Order Status is Fulfilled

-L1 will deny the request if the order is fulfilled.

Note: If the customer insists on any minor changes to be done, guide the customer to talk to the courier person and request delivery.

If the customer insists on a complete address change, request the customer cancel his order and guide him to place a fresh order.

The customer asks for a Minor Address change for the below brands

BonOrganik
BonKids
Priyaasi
TrustBasket
Pebble

L1 will take the customer's requirement of address changes in a private note and escalate this case to L2.

L1 will fill the sheet with customer requirements and escalate the case and inform the customer that within 24 hours address changes will be done and their product will be delivered to the same address.

Fill this sheet WH <>CX cancellation / order issue coordination

How to Update Adress(Minor changes only)

Go to Shopify and click on the customer Order Page

On the right-hand side there is the customer address where we can Edit

Click on Edit

Update the Minor Address changes

Click on Save