Guidelines for Handling Buyer Requests to Change Address After Alibaba Order Shipment

I. Emergency Procedures
Immediately Suspend Logistics Operations

If the package has not yet left the warehouse: Immediately intercept and suspend shipment.

If the package has been delivered but not scanned: Contact the logistics company for an urgent withdrawal.

System Operation: Click “Delay Shipment” in the Alibaba backend and indicate the reason.

Verify the authenticity of the change request.

Require written confirmation from the buyer via Aliwangwang or internal message.

Verify the buyer’s identity (compare registered email address/contact number).

Beware of Fraud Risk: Check that the new address matches the country of the IP address.

II. Solutions for Different Logistics Stages

1. Domestic Section Not Cross-Border (0-3 Days)

Solution:

Contact the logistics company to modify the shipping label (most carriers like SF Express and ZTO Express offer paid modifications).

Reprint the shipping label (a PDF of the new address is required).

Cost: Typically 50-100 RMB, subject to negotiation with the buyer.

Steps:

Have the buyer confirm that they will cover the address change fee.

Submit the address change request in the logistics system.

Update the new shipping tracking number to the Alibaba order.

2. International Shipping (3-15 days)
   How to Handle:

Contact international logistics customer service (DHL/UPS, etc. offer mid-shipment rerouting services)

Documents to Prepare: Proof of New Address, Recipient’s Authorization

Estimated Cost: International Express Rerouting Fee Approximately US$20-50

Notes:

Tariff differences may apply (tax rates vary by country/region).

Customs clearance documents (commercial invoice/customs declaration) must be updated simultaneously.

3. Arrived at the destination country but not delivered (15+ days)

Handling Methods:

Contact the local delivery company to intercept the shipment (success rate approximately 60%)

Request a pickup point (recipient’s ID required)

Extreme Case: Arrange return shipment and reship

Cost Estimate:

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III. Risk Control and Communication Strategies
Risk Prevention Measures

Address changes require signing an electronic version of the “Address Change Agreement”

Purchase logistics insurance (covers address change risks)

Record buyer’s history (frequent address changes will be flagged as an alert)

Professional Communication Template

Agree to Change:

“We have received your address change request. The new shipping will incur an additional fee of XX RMB. Please confirm your payment method and we will process it immediately.”

Unable to Change:
“Sorry, your package has entered the international shipping phase. Changing the address may result in a delay of more than 30 days. We recommend: ① Contact your local post office for forwarding. ② If the item is rejected, we will re-ship (you will be responsible for the new shipping costs).

Cost Negotiation Tips

Options available:

Buyer bears all costs

Buyer and seller share costs (recommended 5:50 ratio)

Deduction from next order amount (to encourage repeat purchases)

IV. System Settings and Preventative Measures

Backend Settings Optimization

Enable the “Address Verification Plugin” (automatically identifies incomplete addresses)

Set an order modification deadline (recommended within 2 hours of payment)

Enable a second confirmation pop-up: “Is the address correct?”

Preventative Measures

Add a prominent reminder on the product detail page:

“Please verify the address carefully. Modifications after shipment will incur additional fees.”

Order confirmation emails include an address verification module

Large orders ($500+): Manual phone address confirmation

Exception Handling

Address not available: Contact the buyer to provide the correct address and a screenshot of the postal code map

Customs-restricted areas: Provide alternative solutions (such as a transshipment warehouse address)

Military/Sensitive Areas: Refuse shipment and issue a refund in accordance with the law

V. Cost Accounting and Recordkeeping
Relocation Cost Record Sheet

Order Number Original Country New Country Logistics Provider Relocation Fee, Time Required, and Results
ABC123 US to Canada DHL $35, Successfully Delivered in 2 Days
Financial Response Suggestions

Establish a separate “Address Change Fee” account for accounting purposes

Provide the buyer with a formal invoice for additional fees

Insurance premiums may partially cover relocation costs (receipts must be retained)

Establishing a standardized address change process can improve customer satisfaction while effectively controlling logistics costs and risks. It’s recommended to analyze relocation cases monthly and continuously optimize preventative strategies.

This answer is AI-generated and is for reference only. Please carefully review the content.