Customer emails and on hold
Automatic emails, reminders and on-hold orders for errors.
Not every customer fixes their address on the Thank You page. Some close the tab or ignore the prompt. For these cases AddressHero offers two safety nets that work together: customer emails and the on-hold workflow.
Customer emails
If a customer leaves the success page without changing an incorrect address, AddressHero can automatically send them an email with a link to correct it.
- Follow-up reminder: a single reminder email can be sent if the customer has not checked their address yet. It is a one-time reminder, not a sequence.
- The correction link keeps working, even days later, as long as the order allows edits (see the time limit and Only validate unfulfilled orders settings).
- Configuration: set the reply-to address, provider, subject, message and button text, and use variables to personalize. You can also adjust the issue wordings per error type (missing house number, wrong address, misspelling).
- Note: these emails are sent by AddressHero directly and do not appear in the Shopify order timeline. To verify your setup, place a test order.
Alternatively you can trigger the emails through your own Klaviyo flows: see Klaviyo: connect and troubleshooting.
Orders on hold
With the on-hold workflow, orders with detected errors are automatically set on hold in Shopify so they do not reach fulfillment with a bad address.
Per-country control: you can limit the hold workflow to selected countries. With no country selected, it applies to orders from all countries.
Error types you can hold on:
- Missing house number
- Missing packing station number
- Spelling mistakes (street or city)
- Unconfirmed address (no match in our reference data)
- Format errors (not recommended, the address is potentially valid)
- Unconfirmed house number (not recommended, the number is potentially valid)
- Delivery country mismatch (for example a Swiss address with Austria as country)
- US and Canada specific: missing or unconfirmed apartment number
Release logic: as soon as the address is corrected (by the customer or automatically), the hold is released automatically. Unresolved orders stay on hold until the customer corrects the address or you release the order manually in Shopify.
💡 Recommendation: do not put every error type on hold. Holding "potentially valid" categories (unconfirmed house number, format errors) delays many perfectly deliverable orders. Start with missing house number and unconfirmed address, and widen only if your return rates justify it.
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