When a customer tells you they cannot fix their address, the cause is almost always one of the reasons below. Tacey never refuses silently: when the tool is listed but refused, the customer sees a sentence saying why, and every message points them to reply to their order confirmation email.
If the tool does not appear at all
The Tacey block is not placed. Turning a tool on in Tacey does not put it on the page. You also need to add the Tacey block in Shopify's checkout editor (Thank you page) and customer accounts editor (Order status page). Shopify does not let Tacey see whether you have done this.
Customer editing is off. Check Editing Tools, then Global settings, then Let customers edit their own order. It is off on a new store.
The tool is off. Check that Edit delivery address is turned on under Editing Tools.
If the tool appears but is refused
Reason | What the customer is told |
The edit window has closed | "The time to make changes to this order has passed. Reply to your order confirmation email if you still need a change." |
The customer has used all their allowed changes | "You've reached the maximum number of changes allowed on this order (3)..." with your limit in brackets |
The order carries one of your blocked tags | "This order is held for review, so it cannot be changed here..." |
The order was cancelled | "This order has been cancelled, so it cannot be changed..." |
The order was combined into another order | "This order was combined with another one, so it cannot be changed here. Check the confirmation email for your combined order." |
It is a local delivery order | "This is a local delivery order, so it cannot be changed here..." |
Everything on the order is for local pickup | "This is a local pickup order, so it cannot be changed here..." |
The order has no postal code on file | "We can't change this order online because it has no postal code on file..." |
A blocked tag, a cancelled or combined order, local delivery and pickup are facts about the order, so Tacey shows those ahead of the edit window. A customer is never told "the time has passed" on an order that could never have been edited.
If the save itself is refused
Sometimes the tool opens but the new address cannot be saved:
The country is locked and the customer tried to move the order abroad. See Can I stop customers changing their shipping address to another country?.
The new address is in a different shipping zone and your setting refuses zone changes, or the new zone's shipping cost cannot be confirmed. See What happens to the shipping fee if a customer's address edit changes shipping zones?.
It is a PO box and you refuse PO boxes.
The address could not be confirmed and you turned on Block addresses we can't confirm.
The postal code does not match the state, or the state is not a real one for that country.
A line is longer than your Max characters setting.
You changed the address yourself in Shopify admin while the customer had the form open. They are told the address changed and to reopen the form, so your edit is never overwritten.
None of these refused saves counts toward the customer's limit on changes.
Orders that can still be corrected
Some order types cannot have their items or payment changed by any app, but a delivery address or contact details correction does not touch either. So Tacey still lets customers fix the address on orders paid with Shop Pay Installments and orders placed before 2019. Tools that change items or money still refuse those orders.
What to do
For a refusal the customer cannot fix themselves, make the change for them in Shopify admin. Every message tells them to reply to their order confirmation email, so their request should reach your normal inbox.
Related