A customer may message you to request a change to their address. Key to managing these issues is your responsiveness in checking and responding to messages you receive.
If a customer requests to change an address and you haven’t yet shipped it please:
- Make the amendments and ship the order to the correct address
- If there are different costs (for example, higher or lower shipping costs) please contact your account manager to help you balance these fees.
If you have already shipped the item, please try the following:
- Call the courier and try to recall the delivery
- If you cannot recall the delivery, please provide the customer a summary of your normal returns policy.
Always keep the customer updated and their expectations managed to avoid potential escalations to the Catch Disputes Team.