Sometimes a correction looks wrong at first sight. Here is how to judge these cases, what protections exist, and what to do when a correction really was incorrect.
First: is it just formatting?
Most "unnecessary" corrections are format normalizations, most commonly "Straße" to "Str.". These follow the official carrier format, cost nothing extra, and can be hidden from customers. See Street normalization and format-only corrections.
Second: the database is sometimes right in surprising ways
Real support cases: an address "corrected" to "Zürich 37" looked broken, but that is exactly how the address is officially registered with Deutsche Post. Small villages, districts and postal peculiarities regularly produce corrections that look wrong and are right. Check the address on the carrier's own lookup before assuming an error.
The safety mechanisms
- High confidence only: automatic corrections happen only on an unambiguous database match. Unclear cases are flagged for the customer instead. We never guess.
- Customer can revert: every corrected address can be reverted or adjusted by the customer on the Order Status page (within your edit time limit, default 30 minutes).
- Whitelist: known-good addresses that keep getting flagged can be excluded entirely. See Address whitelisting.
- Off switch: automatic correction can be disabled completely; AddressHero then only flags and suggests, and the customer decides.
- Low-confidence error types ("Unconfirmed house number", "Format mistakes") are off by default.
When it really was wrong
Genuine false corrections are rare but possible, usually caused by an error in the reference data. In that case:
- Contact us via support with the order number.
- We check the logs (what was sent, what the databases returned) and tell you exactly what happened.
- If it was a data or app error, we fix the cause, report it to the data provider where applicable, and refund resulting costs as app credits.
One real example: a US reference data error caused a batch of wrong corrections; the merchant received app credits and the case was escalated to the data provider.
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