Backlog Corrections While Waiting for ZD Ticket Updates

Open the list of on-hold orders due to invalid address

Go to JetPack system, filter by Hold status, and then check the boxes for reasons invalid address, fulfill invalid address, and address review

Identify the top priorities:

Initial Search

ZD Email

Check if the customers replied to the automated email and provided their correct shipping address. If they didn’t, proceed to the next step. (Updated June 2025)

Google

Start by searching the invalid address on Google.

If the search suggests an address with corrections limited to formatting or spelling—without changing the house or street number or street name—it means the invalid address was due to a typo, and the suggestion reflects the correct address.
If one of the results indicates it's a "single-family home," it confirms the address is complete, with no missing house or unit number, then you found the correct address and can proceed to step 4.
If the search results don’t provide the correct address (e.g., if one result labels it as a “multi-family home”), proceed to step 3.

USPS

Start by searching the invalid address on USPS.

Deep Search

TruePeopleSearch or FastPeopleSearch

Look up the customer using these platforms.

Name-Assisted Google Search

If you still can’t find the customer or correct address on TPS or FPS, go back to Google, and adjust your search by removing the house number and adding the customer’s name (adding only the last name can also help).

Example:

Incorrect address: 25001 Josephine st Thornton, CO 80602

The initial Google search shows results for addresses with different house numbers, which hints that the customer may have entered an incorrect house number.

If you then search by removing the house number and adding the customer’s name at the end of the address, you’ll get matching results.

Resolve

Update the address on JP/RFS and then release the order from hold if there are no other reasons. You will know this by checking the Samcart and Shopify notes of the order.
If the correct address cannot be identified after both initial and thorough searches, and the customer has not responded to the automated address verification email, follow up with the customer directly via email and SMS. (In progress: Automating SMS)
Continue to follow up with the customer until you get the correct information
If the customer is unresponsive, we release the order from hold if there’s a reasonable chance of successful delivery (e.g., the address includes the building and street name). If the address is completely incorrect (e.g., only a series of numbers with no other details), we cancel and issue a refund.

Communication of Resolution

If there's an open, pending, or on-hold ticket in Zendesk regarding the invalid address, update the customer once the issue is resolved. Use the search function to find the appropriate "invalid address" macro.
If the customer replies during address verification and requests to cancel, honor the request without attempting to save.

Documentation

Update the shipping address on the order source CRM (Samcart/Shopify)
Add notes on Samcart, Shopify, and Jetpack using the following format
- Name/Date:
- Customer Issue: Invalid Address /
- Action Taken:
- Order Original (wrong) Address:
- Corrected Address:
Fill out the AC 2025 form: https://docs.google.com/forms/d/e/1FAIpQLSfXN9MhBluYMyeGj5kfp931nSBMoB152wqLR6Pcq7O2cpOmTg/viewform

Continuous Improvement

We are currently requesting our own address validation system using the Google Geocoding API, which will reduce handle time per order by 2.25 minutes. It will replace the initial and deep searches for the majority of the orders.
We're collaborating with JP to set up an automated email notification for orders placed on hold due to invalid addresses.

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