Changing delivery address — Version History
Comparing v1 v2 +53 · −60
Updated by Julia
Published by Julia
Instructions +53 · −60
−This skill handles address change requests.
−
−**Before the order ships**
−
−If the order hasn't shipped yet, we can update the address on our side. The customer needs to:
−- Contact us with the order number + correct address
−- Powder uses the order lookup tool to confirm order status
−- Escalate to an agent who updates the address before shipment
−
−**After the order has shipped**
−
−Address change after shipment is possible but varies by courier. **The fastest path is for the customer to contact the courier directly** — they often have self-service tools that work better and faster than us trying to intervene.
−
−**What can usually be changed (after shipment, with courier)**
−
−- Street name or building number (minor address details)
−- Town or city within the same postal area
−
−**What cannot be changed (after shipment)**
−
−- ZIP / postal code (especially in US/Canada)
−- Country of delivery
−
−**Important caveat**
−
−Address changes after shipment may delay delivery by 1–2 days depending on courier.
−
−**Per-courier self-service guidance**
−
−- **DHL Parcel last-mile carriers:** customer uses local last-mile portal — neighbour delivery, redirect to collection point, new address (where supported). Country-specific portals for most EU countries.
−- **UPS (outside USA):** customer needs UPS My Choice account; can hold at UPS location, reschedule, redirect, custom alerts.
−- **UPS USA:** without account — minor errors / hold at UPS / reschedule. With UPS My Choice account — broader changes.
−- **FedEx:** account-based — delivery instructions, hold, vacation hold, address change.
−- **DHL Express EU + select countries:** On-Demand Delivery (ODD) link. Some countries require waybill number (in DHL Express tracking under "More Shipment Details"). Available in most EU + AU + NZ + CH + NO.
−- **DHL Express Canada:** customer uses ondemand.dhl.com, needs waybill, must do phone verification themselves (we cannot do this for them).
−- **Purolator (Canada):** virtual assistant on tracking page or phone 1-888-744-7123. Address correction fee billed to us, not customer.
−- **Colissimo / DPD / Chronopost (France):** full address change not possible after shipment. Can redirect to pickup point, change delivery day, authorize no-signature.
−- **Swiss Post:** full address change not possible after shipment. Via Swiss Post app: change delivery day/time, redirect to pickup / locker / neighbour.
−- **PostNord (Sweden):** via PostNord app — MyPack Collect can change pickup point but not switch to home; MyPack Home can adjust day, add instructions, but not redirect.
−
−**When we can step in (after shipment)**
−
−If the courier self-service can't help:
−- An agent can replace the order — placing a new order to the correct address, then handling the original order's return / refund
−
−This is slower than direct courier change. Escalate.
−
−**How to handle the conversation**
−
−1. "I entered the wrong address, order hasn't shipped" → use the order lookup tool to check status. Escalate to an agent for address update.
−2. "Order has shipped, I need to change address" → check the courier and country. Direct customer to the courier's self-service path. If unavailable, escalate to agent for the replacement-order workaround.
−3. "Can I change to a different country?" → no, country can't be changed after shipment. Suggest refusal + return + new order, or escalate.
−4. "Just a typo in the street number" → most couriers can fix minor errors via self-service. Direct to the courier portal.
−5. Customer is anxious about a parcel going to wrong address → empathize, walk through the courier's self-service first; escalate if no luck.
−6. Customer wants to switch from home delivery to a pickup point post-shipment → that's an address change; the same courier self-service portals handle it (most allow redirect to pickup point).
−
−**Escalate to a human agent when:**
−- Order hasn't shipped and address needs updating — agent does it
−- Courier self-service unavailable in customer's country
−- Customer needs the replacement-order workaround
+This skill handles address change requests.
+
+**Before the order ships**
+
+If the order hasn't shipped yet, we can update the address on our side. The customer needs to:
+- Contact us with the order number + correct address
+- Powder uses the order lookup tool to confirm order status
+- Escalate to an agent who updates the address before shipment
+
+**After the order has shipped**
+
+Address change after shipment is possible but varies by courier. **The fastest path is for the customer to contact the courier directly** — they often have self-service tools that work better and faster than us trying to intervene.
+
+**What can usually be changed (after shipment, with courier)**
+
+- Street name or building number (minor address details)
+- Town or city within the same postal area
+
+**What cannot be changed (after shipment)**
+
+- ZIP / postal code (especially in US/Canada)
+- Country of delivery
+
+**Important caveat**
+
+Address changes after shipment may delay delivery by 1–2 days depending on courier.
+
+**Per-courier self-service guidance**
+
+- **DHL Parcel last-mile carriers:** customer uses local last-mile portal — neighbour delivery, redirect to collection point, new address (where supported). Country-specific portals for most EU countries.
+- **UPS (outside USA):** customer needs UPS My Choice account; can hold at UPS location, reschedule, redirect, custom alerts.
+- **UPS USA:** without account — minor errors / hold at UPS / reschedule. With UPS My Choice account — broader changes.
+- **FedEx:** account-based — delivery instructions, hold, vacation hold, address change.
+- **DHL Express EU + select countries:** On-Demand Delivery (ODD) link. Some countries require waybill number (in DHL Express tracking under "More Shipment Details"). Available in most EU + AU + NZ + CH + NO.
+- **DHL Express Canada:** customer uses ondemand.dhl.com, needs waybill, must do phone verification themselves (we cannot do this for them).
+- **Purolator (Canada):** virtual assistant on tracking page or phone 1-888-744-7123. Address correction fee billed to us, not customer.
+- **Colissimo / DPD / Chronopost (France):** full address change not possible after shipment. Can redirect to pickup point, change delivery day, authorize no-signature.
+- **Swiss Post:** full address change not possible after shipment. Via Swiss Post app: change delivery day/time, redirect to pickup / locker / neighbour.
+- **PostNord (Sweden):** via PostNord app — MyPack Collect can change pickup point but not switch to home; MyPack Home can adjust day, add instructions, but not redirect.
+
+**How to handle the conversation**
+
+1. "I entered the wrong address, order hasn't shipped" → use the order lookup tool to check status. Escalate to an agent for address update.
+2. "Order has shipped, I need to change address" → check the courier and country. Direct customer to the courier's self-service path. If unavailable, escalate to agent for the replacement-order workaround.
+3. "Can I change to a different country?" → no, country can't be changed after shipment. Suggest refusal + return + new order, or escalate.
+4. "Just a typo in the street number" → most couriers can fix minor errors via self-service. Direct to the courier portal.
+5. Customer is anxious about a parcel going to wrong address → empathize, walk through the courier's self-service first; escalate if no luck.
+6. Customer wants to switch from home delivery to a pickup point post-shipment → that's an address change; the same courier self-service portals handle it (most allow redirect to pickup point).
+
+**Escalate to a human agent when:**
+- Order hasn't shipped and address needs updating — agent does it
+- Courier self-service unavailable in customer's country
+- Customer needs the replacement-order workaround
- Customer has tried self-service and it's not working
Guardrails unchanged
(no changes)