Fix a customer’s name, phone, email or address on an order before it ships, keep a private note for your team, and label orders with tags such as VIP or Rush. Everything here is on the order’s Operations tab and needs the Update order status permission; see roles and permissions.
Edit customer and address
Use this when a customer calls to say the address is wrong, or the phone number has a typo, before you hand the order to the delivery provider.
- In the sidebar, open Orders and open the order. You can open your orders list (opens in a new tab) from here.
- Select the Operations tab and scroll to the Edit customer and address card.
- Correct the fields that are wrong.
- Select Save customer details. You see Customer details saved.
| Field | Required | What it is for |
|---|---|---|
| Customer name | Yes | The name on the parcel, the packing slip and the invoice. |
| Customer email | No | Where every later email about this order goes. |
| Customer phone | No | The number your delivery provider calls. Pick the country code, then type the number. A number typed with its leading 0, such as 0791234567, is saved as +962791234567; a pasted number that starts with +962 or 00962 switches the country code to match. |
| Address line 1 | Yes | Street and building. |
| Address line 2 | No | Area, floor or apartment. |
| City | Yes | The city or town. |
| Region | No | The governorate, such as Amman or Irbid. |
| Postal code | Yes | Required in this form, although it is optional at checkout. If the order has none, ask the customer for their area’s postal code. |
| Country | Yes | Choose from the list. |
Save customer details stays greyed out until every required field has something in it.
What saving changes:
- The order’s Shipping address on the Overview tab, the packing slip and the invoice.
- Where we send every later email about this order. Emails already sent stay sent.
- The order’s Activity timeline gains Customer details changed, with who did it.
It changes this order only. The customer’s account and their other orders keep what they had.
A separate billing address
Checkout does not ask for a billing address, so an order arrives with one address that serves for both. When the bill should go to someone else, such as a company paying for a gift:
- In Edit customer and address, tick Use separate billing address.
- Fill in Billing name, Address line 1, City, Postal code and Country, which are required, and Billing email and Region if you have them. A billing address has no phone or second address line.
- Select Save customer details.
The invoice then shows Bill to and Ship to separately; without a billing address it shows one block for both. To remove a billing address, untick the box and save. The Overview tab then says The customer did not add a billing address.
Locked once the order has shipped
You can edit the customer and address only before fulfilment starts. As soon as the order has a shipment, or is Shipped, Delivered, Cancelled, Refunded or Failed, the card says Customer details are locked after fulfilment starts. and shows the details read-only.
The lock protects your shipment: the delivery provider already has the address that was on the order. If it turns out to be wrong after that, give the provider the right address directly, and write it in the internal note so your team knows. To get it right first time, check the address before you ship the order.
The customer’s own note
Your storefront’s checkout does not ask customers for a note, so orders arrive without one. When a customer sends instructions another way — a WhatsApp message asking for gift wrap, or a call about delivery times — copy them into the order’s internal note, so whoever packs the order sees them on the packing slip.
Internal note: for your team and the packing slip, never sent to the customer
The internal note is one private note per order. Your team sees it, and it prints on the packing slip under Packing notes. It never appears in an email, on the invoice or anywhere your customer can see it.
- On the order’s Operations tab, find the Internal order note card.
- Type in Internal note, up to 4,000 characters: handling instructions, the customer’s preferences, or something to follow up. The box does not stop you at the limit; longer text is refused when you save, with an error message.
- Select Save note. You see Internal note saved.
The note also shows on the Overview tab under Order notes, and the Activity timeline gains Internal note changed. To change the note, edit the text and save again; to remove it, clear the box and save. As the card says, leave out private customer or payment details — the note prints on paper that travels with the parcel.
Tags such as VIP or Rush
Tags are short labels you put on orders, such as VIP, Rush, Wholesale or gift wrap. They help your team spot orders that need special care, and you can filter the orders list by them.
- On the order’s Operations tab, find the Order tags card.
- In Tags, type the tags separated by commas, for example VIP, gift wrap.
- Select Save tags. You see Order tags saved.
When you save, we trim spaces, drop empty tags and drop a tag repeated in different capitals. Only the first 20 tags are kept; any more are dropped without a warning. To remove a tag, delete it from the field and save; clear the field to remove them all. The Activity timeline records the change as Order changed by staff.
To see every order with a tag, open Orders, open Advanced filters and type the tag in Tags. Capital letters do not matter, so vip finds VIP. The filter also finds tags that contain what you type, so VIP also finds VIP-Gold. Tags in Arabic, such as عاجل, and tags with emoji are saved as typed and found by the filter and the search box alike. See search, filter and export orders.
What to do next
- Print packing slips and invoices to see the internal note on paper.
- Read an order for everything else on the order page.