Send Shopify replacement orders to a new address
By Steven Van ·
Any teammate who can create replacements can use the option, but shipping to another country still requires Shopify.
Support teammates can correct a customer’s address or send a replacement elsewhere from the Shopify replacement order form in the Intercom Inbox. Any teammate who can create replacement orders can use the new address option.
Choose a different shipping address
Under Shipping address in the replacement order modal, click Use different address. The form starts with the original order’s address. Edit it, choose the state, province, county or region from Shopify’s list, then click Create replacement order. Use original address discards the edits.
The country stays the same as the original order. Replacements going to another country must be created directly in Shopify. Countries without regions, such as Germany, do not show a region field, and UK orders can leave it empty. If the country list fails to load, click Retry; the order cannot be submitted until it loads.
Customer confirmation and tracking
Shopify emails its standard Order confirmation when a replacement goes to a new address. It lists the replacement items with a 100% “REPLACEMENT ORDER” discount and a total of zero. Replacements sent to the original address do not trigger this email.
The confirmation template can be edited in Shopify to describe the order as a replacement. Each replacement carries an order_type attribute set to replacement, which the template can check.
Every replacement is recorded in the Shopify app’s Auditing events tab. Replacement orders can be disabled in the app settings. The workflow documentation explains the address controls and confirmation behaviour.
