What This Flow Does
Sends an automated WhatsApp message to customers after they place a paid order (prepaid or converted COD), asking them to confirm their delivery address. If the address is correct, the order proceeds. If they need to edit it, the flow guides them through updating it in your Shopify order notes, but only if the order hasn't been fulfilled yet.
Why You Need This
Prevents wrong deliveries: Customers often mistype addresses during checkout. Catching errors before shipping saves return costs.
Reduces RTO (Return to Origin): Undeliverable orders get flagged early when customers realize they entered the wrong address.
Works for all paid orders: Whether customers paid upfront or converted from COD, this flow ensures their address is verified before fulfillment.
Things to Note
Only Triggers for Paid Orders
The flow is set to trigger on order type "Paid", which includes:
Prepaid orders placed directly
COD orders that converted to prepaid via the COD-to-Prepaid flow
COD orders that remain COD still go through this flow (once confirmed, we send them to this flow).
Address Editing Only Works Before Fulfillment
If a customer clicks "Edit My Address" after the order has been marked as fulfilled in Shopify, the flow tells them it's too late and offers:
Track order (to see delivery status)
Talk to support (to escalate)
This prevents customers from changing addresses mid-shipment.
Special Address Input for India & Singapore
For customers with phone numbers starting with +91 (India) or +65 (Singapore), the flow uses WhatsApp's Address Message feature, a structured form where they enter street, pin code, etc.
For all other countries, customers are asked to type their full address in one single message (because Meta hasn't made the structured form available globally).
Address Changes Get Flagged in Shopify
When a customer edits their address:
The new address is added as an order note in Shopify
The order gets tagged with
Edit Address to- 'New Address given by client'The ticket is assigned to your default assignee so your team can manually update the Shopify order details
(WhatsApp can't directly edit Shopify address fields via API—this is a Shopify limitation.)
How It Looks In Action
The flow triggers on paid order creation, asks the customer to confirm their address, handles edits (structured form for India/Singapore, text input for others), checks fulfillment status, and sends order confirmation with tracking link.
How Each Step In The Flow Works
1. Trigger: Shopify Order Created (Paid Only)
Fires when any paid order is placed. This includes prepaid orders and COD orders that were converted to prepaid via the COD-to-Prepaid flow.
Things to note: Coming through a trigger is one way to enter a flow, you can also make someone enter a flow by linking the target flow within the original flow. Here, in this example, although the trigger is paid orders created on Shopify only but the COD Confirmation flow also sends people to this flow once they confirm the order so that they can confirm their address too, so that way the trigger of this flow brings in actual paid orders to this flow and the COD orders which have been confirmed also get brought here by the COD Confirmation flow since this Order Confirmation flow is linked there so that if anyone confirms their COD only order, they get sent here to confirm their order.
2. Send Message #1: Confirm Your Address
Message:
"Thank you for placing your order with {{brand}}! 👍
Order ID: {{order_id}}
Order Value: {{currency}}{{total}}
Items: {{items}}
Do you need to make any changes to the delivery address before shipping?
A complete delivery address with a landmark will help us streamline order delivery."
Quick reply buttons:
Address is Correct
Edit My Address
3. Branch A: Customer Clicks "Address is Correct"
Add order tag:
Address is CorrectSend message: Order confirmation message (see step 11)
4. Branch B: Customer Clicks "Edit My Address"
Action #3: Update Shopify Order Details (fetches latest order info)
Condition #4: Check if
{{trigger.fulfillment_status}}is "fulfilled"
If fulfilled (order already shipped):
Flow proceeds to step 5.
If not fulfilled:
Flow proceeds to step 7 (address editing).
5. Send Message #2: Can't Edit (Order Already Fulfilled)
Message:
"Sorry, as we've fulfilled your order, you can't change the address."
Quick reply buttons:
Show Order Details → Redirects to tracking link
Talk To Support → Assigns ticket to default assignee
6A. Customer Clicks "Show Order Details"
Action #9: Track order (saves tracking link to flow column
Tracking Link)
Send Message #10: "Please tap the button below to see the current status of your order." (includes tracking link CTA)
6B. Customer Clicks "Talk To Support"
Action #8: Create ticket and assign to default assignee
7. Condition #11: Is Customer from India or Singapore?
Checks if {{contact.number}} begins with 91 or 65
If YES (India/Singapore):
Flow proceeds to step 8 (structured address form).
If NO (other countries):
Flow proceeds to step 9 (free-text address input).
8. Send Message #5: Enter Address (Structured Form)
Uses WhatsApp's Address Message type to display a form with fields for:
Street address
Pin code
Landmark
Customer fills out the form and submits.
9. Send Message #12: Enter Address (One Message)
Message:
"Please enter your correct address, but make sure you do it in one go in one single message."
Why? If they send multiple messages (e.g., street first, then pin code), only the first message gets captured. Asking for "one message" ensures the full address is saved.
Wait for customer response.
10. Actions After Address Input (Both Paths)
Once the customer provides the new address:
Add Shopify order note:
Edit Address: {{properties.NewAddress}}(saves the new address as a note)Add order tag:
Edit AddressCreate ticket: Assign to default assignee so your team can manually update the Shopify order
(This is necessary because WhatsApp can't directly edit Shopify's address fields via API.)
11. Send Message: Order Confirmation
Message:
"Your order has been confirmed! 🎉
Hello {{name}},
Your order {{order_id}} worth {{currency}}{{total}} has been successfully placed!
We appreciate your choice and are confident that our products will exceed your expectations. We'll keep you updated on the shipping status."
CTA button: "Order Status" (links to Shopify order status page)
Setup Tips
Customize the confirmation message: Match your brand tone. Some brands add estimated delivery dates here.
Check template approval: Address confirmation messages are utility messages, so they typically get approved quickly by Meta.
Test both address paths: Place a test order with an Indian number (+91) to see the structured form. Then test with a non-Indian number to see the free-text input.
Train your team on "Edit Address" tickets: When a customer edits their address, your team needs to manually update it in Shopify (the order note contains the new address).
Monitor fulfillment timing: If customers frequently try to edit addresses after fulfillment, you might be fulfilling too quickly. Consider adding a 1-hour delay before marking orders as fulfilled.
Link tracking properly: Make sure the "Order Status" button links to the correct Shopify order status page (use
{{trigger.order_status_url}}or similar variable).
Questions? Ping us in chat and we'll help you set it up.