Canonical URL: https://chargezen.com/concierge/use-cases/order-changes

Order changes

# Change an address or an item before it ships, without the back-and-forth.

Concierge updates shipping addresses, swaps items and adjusts quantities on unfulfilled orders, within the rules you set.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)

Seconds

to answer, day or night

Every

channel your customers use

Your rules

decide what it can do

The problem

Order changes are urgent: miss the window and the package ships to the wrong place. Customers wait in a queue while the clock runs out.

Capabilities

## What it handles.

### Address updates

Fixes shipping addresses before the order is fulfilled.

### Item and size swaps

Changes variants and quantities on open orders.

### Checks the timing

Knows when an order can still be changed and says so clearly.

### Asks when it should

Changes outside your rules go to a teammate for approval.

Step by step

## How a request goes.

1

### The customer asks

On chat, text, WhatsApp, email or phone.

2

### Concierge looks it up

It finds the customer, their orders and your policy.

3

### It handles the request

Within the limits and approvals you set.

4

### Or hands off

Tricky cases go to your team with the full story.

Outcomes

## What changes.

### Answers in seconds

Customers get help right away, day or night.

### Your team freed up

People focus on the conversations that need them.

### Within your rules

Every action follows your policies and approvals.

## Common questions

### Can an AI agent handle order changes?

Concierge updates shipping addresses, swaps items and adjusts quantities on unfulfilled orders, within the rules you set.

### How does it work?

The customer asks: On chat, text, WhatsApp, email or phone. Concierge looks it up: It finds the customer, their orders and your policy. It handles the request: Within the limits and approvals you set. Or hands off: Tricky cases go to your team with the full story.

### Does Concierge follow my rules?

Yes. Concierge only uses the tools and data you grant, answers from information you approve, asks for approval before consequential actions and keeps a record of every step. A teammate can take over any conversation.

### How much does Concierge cost?

Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month with 199,000 credits, or $1,990 a year. Phone and text charges are billed as used, and you can connect your own OpenAI or Anthropic account.

Related

## More requests Concierge handles.

[

### Order tracking

Concierge looks up the order, reads the latest tracking and tells the customer exactly where their package is, on chat, text, email or phone.

](https://chargezen.com/concierge/use-cases/order-tracking)[

### Returns and refunds

Concierge checks eligibility, starts returns, offers exchanges or store credit first, and handles refunds within the limits you approve.

](https://chargezen.com/concierge/use-cases/returns-and-refunds)[

### Subscription changes

Subscribers tell Concierge what they need and it makes the change on the spot.

](https://chargezen.com/concierge/use-cases/subscription-changes)

## Put a digital employee to work.

Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)[Back to Concierge](https://chargezen.com/concierge)