While fulfilling an order, merchants may send a request to the customer to verify and confirm the shipping address. Once the customer has confirmed his/her shipping address, merchants will receive a notification.
To verify a previously unverified customer address, simply navigate to the Orders > Unfulfilled Orders page, click the customer name under the "Ship to" column. In the popup modal that follows, click "Request Verification" in the "Address status" section:
A request will be going out to this customer via several notifications to remind them to verify their shipping address, so that his/her order can be shipped to him/her timely and properly. In the meantime, the "Address status" will change to "pending verification." Once verified, the "Address status" will be "Verified."
Frequently Asked Questions:
Why can I verify the address for some orders but not others?
If the customer’s shipping address has previously been verified for a different order, either by the customer or by confirmed delivery tracking information, the "Address status" will be "Verified," so merchants do not need to send a verification request.
Will the fulfillment time be extended for orders where I am waiting for the customer to verify their shipping address? Will I receive infractions for “Late Confirmed Fulfillment” or “Late Wish Express Delivery”?
In some cases, the acceptable fulfillment time for an order may be extended by up to 48 hours (Wish Express orders: 48 working hours), and this extension may be taken into consideration for Late Confirmed Fulfillment and Late Wish Express Delivery infractions as well. The remaining acceptable fulfillment time for an order is shown to merchants on the Orders > Unfulfilled Orders page. In general, merchants are encouraged to take the appropriate actions on unfulfilled orders as soon as possible.
I have an order that is waiting for the customer to verify his shipping address, but there is not much time left for me to properly fulfill the order. What should I do?
Please allow at least 48 hours (Wish Express orders: 48 working hours) for the customer to review and verify their shipping address. If the customer still has not verified their shipping address within this time, and you are able to confirm and prove that the provided shipping address is invalid and/or cannot be shipped to by your shipping provider, consider refunding the order. The Order Cancellation Policy may be waived or disputed for orders that meet these conditions.
What should I do if the customer verified her shipping address but my shipping carrier still cannot ship to the address?
If the customer has verified her shipping address, but you are able to confirm and prove that the provided shipping address is invalid and/or cannot be shipped to by your shipping provider, consider refunding the order. The Order Cancellation Penalty may be disputed for orders that meet these conditions.