Can I change my delivery address?
The address can be changed before the order leaves the warehouse. Contact customer service and we will help you check what applies to your order.
Published article · General rules, no customer dataCustomer portalThe customer sees their own ticket.
In the customer portal the customer follows their tickets, the status and the conversation behind a login. The question of how it is going never needs to be asked. Internal comments, AI drafts and other customers' tickets are not shown here.
Short answer
Supportifier's customer portal is a signed-in page where the customer sees their own open and resolved tickets, their status and the whole conversation with customer service. The customer can reply in the ticket instead of sending a new email. The portal shows only the customer's own tickets and published content; internal comments and AI drafts are never shown. With a connection to your systems, the customer's own details, such as orders or contracts, can be shown in the right context.
After contact
INTERACTIVE EXAMPLE · No question is sent. No customer data is fetched.
After contact
The customer sees their own ticket.
In the customer portal, customers follow their tickets, the status and the conversation behind a login. Internal comments and AI drafts are not shown here.
The customer does not have to ask where things stand.
The same question in all five views:Can I change my delivery address?Signed-in customer portalEXAMPLE DATA
Help centreOpen to everyone
What do you need help with?
Can I change my delivery address?Search example
OrdersDeliveryReturns
Contact customer service
We will help you on.
An AI form on your website. Try it with a ready-made example question.
Your question · Example
Hi! I accidentally entered my old address. Can I change it?
An ordinary contact option remains. This is not a booking form and sends no ticket.
Your customer serviceAI and live chat · Example conversation
Can I change my delivery address?
Answer from the knowledge base
The address can be changed before the order leaves the warehouse. To check your particular order we first need to identify you and fetch the order status.
InboxAwaiting an agent
Incoming email · Example
Delivery address change
Context for the team
The customer wants to change the delivery address. For a personal answer the team needs to identify the customer and check order status.
AI support · For review
The address can be changed before the order leaves the warehouse. Check the customer's order status before confirming that the change can be made.
Customer data: needs checkingNo address has been changed and no answer has been sent. Handover and available context depend on the flow you roll out.
My ticketsSigned-in customer
Your tickets
Open tickets- Delivery address change#4182 · Updated todayWith customer service
- Invoice for order 55120#4166 · Updated last weekResolved
The conversation in ticket #4182
You
Hi! I accidentally entered my old address. Can I change it?
Customer service
The address can be changed before the order leaves the warehouse. We are checking where your order is and will reply in this ticket.
The customer portal shows the customer's own tickets. Internal comments, AI drafts and other customers' tickets are not shown here.
The same knowledge sourceDelivery address changeRead the source
Delivery terms: The address can be changed before the order leaves the warehouse.
One reviewed rule is used in all five examples. The public help centre shows published content only. Internal instructions and personal customer data are not public.
Different ways in — not five steps the customer has to pass through.
01
After the contact. No need to ask for an update.
A large part of the inflow is questions about tickets that already exist: did you see my email, what happens now. In the portal the customer sees status and conversation themselves, and can reply in the same ticket.
- Open and resolved tickets
- The customer's own tickets with status, for example with customer service or resolved, and when they were last updated.
- The conversation
- The whole dialogue in the ticket, with the customer's and customer service's messages. The customer replies in the ticket instead of in a new email that becomes a new ticket.
- Behind a login
- The portal requires the customer to be identified. That is what makes it possible to show personal details here but not in the public help centre.
02
The customer's situation in the right context.
The knowledge base describes the rules. A connection to your systems can show the customer's own details, such as order status, contracts or invoices, in the portal where the customer is identified. Personal customer data belongs here, not in the public help centre.
03
The same knowledge, the customer's view.
The portal uses the same reviewed knowledge as the help centre and the inbox. The customer sees published articles and their own conversation. The agent's internal comments and the AI draft that has not yet been approved are not visible.
04
On your domain, with your brand.
The customer portal can live on your own address together with the help centre, for example help.yourdomain.com. The look follows your visual identity. How the customer is identified and which details are shown is decided during the rollout.
05
Common questions
What does the customer see in the portal?
Their own tickets with status, the whole conversation with customer service and published help articles. If there is a connection to your systems, the customer's own details, such as order status or contracts, can be shown in the right context. Other customers' tickets, internal comments and AI drafts are never shown.
How does the customer sign in?
The portal sits behind a login so the customer is identified before personal details are shown. How identification works and which details are shown is decided during the rollout, based on which systems you have and what the customer needs.
Can the customer reply in the ticket?
Yes. The customer replies in the same ticket instead of sending a new email. The reply lands in the team's inbox in the existing ticket, with the whole history kept.
Can the portal live on our domain?
Yes, together with the help centre, on a subdomain such as help.yourdomain.com, so the customer stays with your brand. You point the subdomain and we do the setup together. The alternative is an address with us.
Next step
Start from your everyday work.
Tell us which question takes time today. We go through what a first step could look like.
A clear first step beats a big promise.
See how the knowledge work, the review and the first channel fit together.
How the rollout worksRead more
Our articles are written in Swedish.
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