Update Shipping Address in Recharge on Shopify

Update Shipping Address in Recharge on Shopify

Purpose/Goal

To establish a clear, consistent, and efficient process for updating a customer's shipping address within the Recharge app on Shopify, reducing the time and effort required to process each request while maintaining high-quality service standards.

Resources Needed

• Shopify admin Account

  • Recharge Account

• CSR tracker

Knowledge Base

Attach Loom Video of SOP Being Done

• [Video]

Step 1 - Log into Shopify Admin:

• Access the Shopify Admin dashboard using your credentials.

• From the Home Page, go to Search bar and search customer’s email address

Use the search bar to find the specific order by entering the order number or the customer's name.

• Click on the customer’s name or account to open the order details page with the subscription.

Step 2 - Locate the Customer's Subscription:

• Click on the customer’s name to open their subscription details page.

• Ensure you are viewing the correct subscription that requires the address update.

Step 3 - Edit Shipping Address:

• On the subscription details page, locate the current shipping address under the Customer’s Name.

• Click on the Action button next to the shipping address and hit Edit Address.

Step 4 - Enter the New Shipping Address:

• Input the new shipping address provided by the customer.

• Ensure all fields are completed accurately, including street address, city, state, zip code, and country.

    Note: Double-check the new address for accuracy to avoid delivery issues.

• Save Changes:

• Once the new address is entered, click Save or Update to save the changes.

• Verify that the new address is correctly displayed in the customer’s subscription details.

Step 5 - Notify the Customer:

• Send a confirmation email to the customer acknowledging that their shipping address has been updated.

• Include the updated address in the email for their reference.

Document the Cancellation:

• Record the transaction in the (2024 CSR TRACKING Template) spreadsheet and/or ASANA for reference.

• Confirm that the new address provided by the customer is complete and accurate.

• Double-check the subscription ID and customer details to ensure the correct subscription is being updated.

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• Maintain accurate records of the cancellation transaction, including the reason for cancellation and any supporting documentation.

• Verify that no further charges will be made to the customer’s account following the cancellation.