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Change delivery address reply templates for Shopify

Address changes are easy before dispatch and awkward after. This reply confirms the new address in writing and asks the customer to check it, so a typo doesn't send the parcel somewhere else.

Updated 11 October 2026

Template

Subject: New delivery address for order {order_number}

Hi {first_name}, No problem at all. I've updated the delivery address for order {order_number} to: {new_address} Your order hasn't left us yet, so it will go straight there. Could you give the address a quick check and reply if anything needs correcting? Once it's shipped, we can't change it again. Best wishes, {agent_first_name} {workspace}

Subject: Delivery address updated: order {order_number}

Dear {first_name}, Thank you for letting us know. We have updated the delivery address for order {order_number} to: {new_address} Please check these details carefully and reply to this email if any correction is needed. Your order is due to be dispatched on {dispatch_date}, after which the address can no longer be changed. Kind regards, {agent_first_name} {workspace}

Subject: Address updated for {order_number}

Hi {first_name}, done. Order {order_number} will now go to: {new_address} Shout if anything's wrong before it ships on {dispatch_date}. {agent_first_name}
{first_name}Filled by Hobson
The customer's first name. Hobson fills this from the conversation.
{order_number}Filled by Hobson
The Shopify order number. Hobson fills this from the matched order.
{new_address}
The full new delivery address, including postcode, as you entered it in Shopify.
{dispatch_date}
The date the order is due to leave your warehouse.
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply. Hobson fills this.
{workspace}Filled by Hobson
Your shop name. Hobson fills this.

When to use it

  • The customer has moved, typed the wrong address or wants it sent to work instead.
  • The order is still unfulfilled, so you can change the address in Shopify.
  • A customer asks to send a gift straight to the recipient.

UK consumer law

Goods are the retailer's responsibility until the customer, or someone they nominate, receives them. Once you have confirmed an address change in writing, make sure the order actually ships there, because a parcel sent to the old address after you agreed the change is yours to put right. This is a general guide, not legal advice.

How to use it

  1. 1

    Check fulfilment status

    Confirm the order is still unfulfilled in Shopify and has not been picked or labelled in your warehouse or 3PL.

  2. 2

    Check for fraud signals

    Look at Shopify's fraud analysis. A new address that differs from the billing address on a high-risk order is worth a second look.

  3. 3

    Update the order

    Edit the shipping address on the order, and on any label already printed, then paste the exact address into the reply.

  4. 4

    If it has already shipped

    Explain that most carriers can't change the address in transit. DPD and Evri let recipients choose a safe place or pickup shop through their own apps, which sometimes helps.

Common mistakes

  • Changing the address in Shopify but not in your 3PL or on a label that has already been printed.
  • Not repeating the new address back, so a typo goes unnoticed.
  • Agreeing to redirect a high-value, high-risk order without checking it first. Address changes are a common fraud pattern.

What they usually ask next

When will it arrive? Where is my order?

Related templates

All orders and delivery templates

Questions