When an order is imported into ShipHero, the system's default setting is to validate the shipping address using the USPS Address Validator. An Address Hold is automatically applied to orders with shipping addresses deemed invalid when no alternative address is found. This prevents orders with incorrect addresses from entering the processing flow and allows customer service reps to correct the issue to ensure packages are delivered correctly.
This article covers:
How Address Validation Works
ShipHero's address validation applies to orders shipped to the United States, Canada, and Australia. Orders with generic shipping methods (e.g., store pickup) do not undergo address validation.
The following three scenarios can occur after validation:
| Status of Address | Result |
|---|---|
| Valid Address | The order processes normally. |
| Invalid Address with an Alternative | The address is updated with a corrected address suggested by the USPS database, and the order proceeds. |
| Invalid Address without an Alternative | The order is automatically put on Address Hold. |
USPS Address Validation Limitations
To make sure your customers' orders are delivered successfully, please remind them to always include a complete shipping address, including the apartment or suite number in Address Line 2 when applicable.
The USPS Address Validator confirms that an address is valid, but it does not know if a suite number is required for delivery. The mail carrier depends on that information to deliver the package to the correct location.
If the apartment or suite number is missing, the order may still be processed, but it could lead to delivery delays or a failed delivery.
How to Disable Address Validation
You can disable the setting in the My Account Settings page by unchecking the box next to "Put Order On Hold If Address Is Invalid". If this flag is turned off, we will still attempt to validate your addresses, but if the address validation fails, we will not set an address hold. The order will then go to the warehouse to be picked despite the address validation issue.
Managing Address Holds
There are multiple ways to update an Address Hold on an order. Keep in mind, if you remove an address hold and the address is deemed Invalid Address without an Alternative, the system will override your change and re-apply a hold to the order. To prevent this, use the Ignore Address Validation Errors setting on the order. Be aware that some carriers may still reject the package if the address is truly invalid.
For more detailed instructions, please visit our article, Managing Order Holds in ShipHero.
- Dashboard: Manually apply or remove holds directly through the ShipHero user interface.
- Automation Rules: Set up rules to automatically update a hold using the Set Address Hold action, or create an automation rule with the action Ignore Address Validation Errors to prevent the address validation from adding the Address hold.
- API: Use GraphQL mutations to programmatically control address holds. Visit our Developer Site for more information.
How to Edit a Shipping Address
Edit the shipping address for an order on the order details page or import address changes from select store platforms. All address changes are logged in the Order History for the specific order.
To edit the shipping address of an order in ShipHero:
- Open the Order Details page.
- Scroll to the Shipping Address section and click the Pencil icon to open the editing tool.
- Adjust the information and hit Update.
Frequently Asked Questions
Why is the address change not updating?
- Addresses on an order will not update if there are holds, locks, or if it is in a tote. Clear all constraints before updating the address.
- You may see that there’s a logged entry in the order history for Address Not Found. This means that the USPS address validator has rejected the address you entered.
- If you still want to use an address that didn’t pass the USPS validation, enable the Ignore Address Validation Errors option. Once this option is enabled, the address will save without being validated by USPS.
Why is the address changing automatically?
Multiple address updates will happen if Address Validation is enabled in ShipHero, and if the store setting "If an address changes in an order in (store platform), update that order in ShipHero to that address" is enabled. This setting is only available for the select stores.
To stop address updates importing from the store platform:
- Go to the My Account Stores page and hit the Settings button for the store you need to update.
- Uncheck "If an address changes in an order in (store platform), update that order in ShipHero to that address."
- Hit Save.