When Tacey finds a problem with an order's shipping address, your customer can fix it themselves, on Shopify's own Thank you page right after checkout, or later on their Order status page. No email back and forth, and no support ticket.
What you need switched on
Three things must be in place, or your customer sees nothing:
Tacey is added to your Thank you and Order status pages in Shopify's checkout and accounts editor. See How do I add Tacey to my Shopify Thank you and Order status pages?.
"Let customers edit their own order" is on, in Editing Tools > Global settings. It is off until you turn it on.
The Edit delivery address tool is on, in Editing Tools.
The customer must also be inside your edit window, the time you allow for changes after an order is placed.
What your customer sees
Tacey's block on the page lists the tools you have switched on. If the address check found something, the Edit delivery address row carries a small label:
Suggested fix available: Tacey has a corrected address ready.
Address check needed: something did not confirm, but there is no single correction to offer.
When the customer opens it, they see one of these:
If Tacey has a correction: > We found a better match. Which should we use?
The customer sees two addresses side by side, Current (what they typed) and Suggested (what the check found), with a short reason for the difference, such as "The postal code doesn't match the city." They choose Use suggested address or Keep my address.
If Tacey could not confirm the address and has nothing to suggest: > We couldn't confirm this address > That does not mean it is wrong. If you know it is correct, keep it as it is.
If Tacey found the area but not the exact street (common in some countries): > We found the area, but couldn't confirm the street
In every case, the customer can edit the address fields themselves, or keep what they typed.
The customer's word counts
Customers know where they live, and address records are not perfect. So a customer can always choose to keep their address. When they do, Tacey records it on the order, and your Orders page shows Customer kept address so you can spot it.
What happens when they save
The new address is saved on the Shopify order.
Tacey checks the new address again. That re-check does not count as another order on your plan.
The change is recorded on the order in Tacey: before, after and who asked.
What this does NOT do
Tacey does not send a separate "fix your address" email. Customers reach the Order status page the usual way, for example from Shopify's order confirmation email.
It does not change the address without the customer choosing, unless you turn on Apply confident corrections automatically in the Edit delivery address tool. Even then, the customer is told and can tap Keep my address.
It does not appear after your edit window closes. The customer is told the time to make changes has passed.
It does not show anything when the check did not run, for example during a service outage or for a country you switched off.
Frequently asked
My customer says they did not see any address warning. Why?
Check the three switches above first. Then check that the order is still inside your edit window, and that the order's result on your Orders page is not Verified or Not checked, since neither gives the customer anything to fix.
Can I stop Tacey from suggesting corrections?
Yes. In the Edit delivery address tool's settings, When to suggest a correction can be set to Only when something looks wrong, Every time or Never.
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