How to Update the Buyer's Delivery Information

If you have incomplete or incorrect delivery information for a buyer, learn how to resolve these problems:

Always contact the buyer before substantially changing their delivery information.

I need to update an incorrect delivery address

If you’re having trouble with a buyer’s delivery address, contact the buyer through Messages to verify the correct information. Etsy doesn’t have buyer information that isn’t submitted on an order.

If the buyer sends you their correct information, you can use that information to purchase postage. Unless you use Etsy postage labels, you can't edit their address on Etsy.  If you use Etsy postage labels, learn how to update their address on a postage label.

If you can’t get in touch with a buyer to correct their address, you can cancel the orderTo cancel an order:

  1. On Etsy.com, click the Your Account icon.
  2. Click Shop Manager.
  3. Click Orders & Delivery.
  4. Click the  (ellipsis) icon next to the order you want to cancel.
  5. Click Issue a refund.
  6. Select a Reason for issuing a refund and add an optional Message to buyer.
  7. Next to the order number, click the box by Issue a full refund, then by Cancel Order.
  8. Choose which transactions to cancel. You can cancel some or all transactions in an order.
  9. Click Review refund.

The buyer’s address is too long or contains special characters

If an address line has too many characters, you can move some information to the second address line. If characters have non-standard accents or punctuation, you can replace them with non-accented characters without contacting the buyer.

I need to update the buyer’s address for an Etsy delivery label

You can edit the buyer’s address when you create their postage label:

  1. From your Orders page, click Get labels on the order you want to edit.
  2. Click Edit next to Deliver to to edit their address. 
  3. Edit the buyer’s address.
  4. Click Save.

Then you can complete your label purchase.

You can’t edit a label you already purchased. If you need to change the buyer’s delivery address after buying a label, you need to request a refund for that label and then buy a new label.

Sellers in the US, Canada, the UK, and Australia can purchase Etsy postage labels.

I need the buyer’s phone number to purchase postage

Etsy doesn’t collect the buyer’s phone number. If you need the buyer’s phone number, contact the buyer over Messages. Let them know that you need their phone number to complete their delivery information for dispatch.

If you have incomplete or incorrect delivery information for a buyer, learn how to resolve these problems:

If you’re having trouble with a buyer’s delivery address, contact the buyer through Messages to verify the correct information. Etsy doesn’t have buyer information that isn’t submitted on an order.

If the buyer sends you their correct information, you can use that information to purchase postage. Unless you use Etsy postage labels, you can't edit their address on Etsy. 

If you can’t get in touch with a buyer to correct their address, you can cancel the order. Click the icon by the order and click Issue a refund. You must issue a full refund to cancel an order. Then click the icon again and click Cancel a transaction.

The buyer’s address is too long or contains special characters

If an address line has too many characters, you can move some information to the second address line. If characters have non-standard accents or punctuation, you can replace them with non-accented characters without contacting the buyer.

You can edit the buyer’s address when you create their postage label:

  1. From your Orders page, click Get labels on the order you want to edit.
  2. Click Edit next to Deliver to to edit their address. 
  3. Edit the buyer’s address.
  4. Click Save.

Then you can complete your label purchase.

You can’t edit a label you already purchased. If you need to change the buyer’s delivery address after buying a label, you need to request a refund for that label and then buy a new label.

Etsy doesn’t collect the buyer’s phone number. If you need the buyer’s phone number, contact the buyer over Messages. Let them know that you need their phone number to complete their delivery information for dispatch.

Did this help?
Why didn’t this article help you? (select all that apply, required question)

Thanks for your feedback!

Still have questions?

Contact support