Subject: change of address
From: Rosette Modiri <[email-masked]>
To: Swagtron <[email-masked]>
Date: Thu, 5 Dec 2019 11:41:29 -0700 (MST)

Hi Team, 

PFB the update regarding the terms of changing a customer's address: 

SHIPPING ADDRESS -- 

*A physical shipping address CANNOT BE CHANGED once the order is placed, except to fix a minor error/typo. The fix would only be effective before the shipping label is generated (tracking# shows on SO.) An order must ship to its original shipping address, unless it is a PO Box. In situations where we have a PO Box shipping address on file, we will need to obtain a physical ship-to address from the customer. If the customer cannot allow the item to ship to the address on file, then we can try to cancel the order before shipment or RTS the package. 
*If the customer is sending a product in for service, or manually ordering a part from us (Paid Repair SO), we can change their shipping address freely upon request before the item ships out. As mentioned in my previous message, we will then also need to mark the updated address as "DEFAULT SHIPPING" -- and where we can, we should remove any other address on file that is no longer needed to prevent shipping errors. We need to pay close attention to make sure the item will go to the correct address when there are multiples. 
BILLING ADDRESS -- 

*We cannot help the customer change their billing address associated with a payment they've already made. Once the payment has gone through in our system, everything is set as is. For the customer to properly manage their own billing preferences, they would need to contact the issuer of their card. 
*If we are MANUALLY billing the customer for a part or repair, we CAN change the billing address on the invoice before payment is made. You would need to fwd this request to us to make this change, as this is done in WooCommerce and not NetSuite. (If the invoice has not yet been generated, then you can change the billing address on the SO when necessary, and it should reflect correctly once the invoice is made.) 
*The billing address on a RA page is what will show up on the customer's prepaid RSL when we generate it. If the customer wants a different "from" address on the label, you will need to change the billing address on the RA page first. If the RSL had already been generated, they'll just have to white out their old address on the label and write over it. 
General reminder: If it's been a while since the customer's previous transaction, we should always double-check that their address is still correct before sending something to them again. Example: Scooter was purchased in Feb and needs to be repaired in Dec. People don't always let us know that they'd moved! 

Hope this help. 

Regards, 
Rosette