How do I change the email address on an order?

[alansh]

I have a customer who has placed an order but put in an invalid email address. How can I change it so that the order receipt goes to the correct email address when the order is fulfilled?

Thanks

Alan

[alansh]

Just FYI, I changed the customer email address. But the address on the order is still wrong.

Alan

[Emma_]

Hi @alansh, thanks for your post and sorry for the delay in my response. 

The email entered by the customer for an online order cannot be edited. I tried this on my end and I couldn't find a way to edit any order details. You can edit the contact details on a customer profile within the Customer Directory. 

Let me check with our teams if there is a workaround if the customer entered an incorrect email. I'll get back to you when I get more information. 

[alansh]

Thanks Emma. The order has been fulfilled and 'completed' - I just don't know where the resultant email has been sent.

Alan

[Emma_]

@alansh, I checked with my team. Unfortunately, there is no option to edit an email address on an online order placed by your customer. I will make sure to pass this on to our Product team. 

The order update can also be sent by text message. This way your customer would receive an order update in case the email was incorrect. To enable Text message alerts, please follow the steps below: 

1. Log in to your Square Online Overview page

2. Go to Communications and select Email & Text Alerts

3. Scroll down and toggle ON Text message alerts

Please let me know if you have any questions.

[alansh]

Thanks Emma,

The customer wanted the order update as an email because that includes what they ordered and she was using it as a receipt to claim the money back.

I will look into text alerts, but that won't do what she needs.

Please add this request to your list of enhancements.

regards

Alan

[Emma_ · Accepted solution]

@alansh, thanks for the context. In this case, you can send the receipt to the correct email address from Transactions section on your Dashboard or Square POS app. When you click on a transaction, you can send a digital receipt by e-mail or text message at any time and you will be able to enter the correct email address. 

[alansh]

That should work. Thanks.

Alan

[tonydow]

@Emma_ Hi Emma, if text alerts is ON, does the customer also receive an email? Thanks, Tony

[Emma_]

@tonydow yes, the customer should receive an email notification and a text message notification at the same time unless they are unsubscribed or their email provider filters our email out. 

[loveanji]

Hi Emma.  I had a similar issue as OP and need to change the email address on an order.  I hope you were able to pass this request on to the Product Team.

[Breffni]

Hi @loveanji, thanks for adding your voice to this request! We have passed this request on internally and any updates that we do have, we'll be sure to share here.