Delivery address change after shipment
How do we handle a delivery address change after shipment by checking the carrier's status, requesting the redirect, and letting the fraud rules decide whether it is allowed?
Treat a post-shipment redirect as a fraud decision with a carrier dependency. When a customer asks to change the delivery address after the order shipped, Callvu identifies the customer with the authentication the request warrants, prefills the shipment (the carrier, the tracking status, the service level, the declared value, the original address) and the order's risk signals, classifies the request (a correction within the same area, a redirect to another address, a hold at a carrier location, a change to a freight forwarder) against the carrier's redirect options and the fraud rules (the value threshold, the distance, the account age, the payment method, the mismatch with the billing address), requests the redirect from the carrier where the rules allow it, routes a flagged request to the fraud desk in the Decision Desk with only the allowed outcomes, and writes the outcome to the order management system, the system of record, with the customer told.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The 'customer' changed the delivery address to a parcel locker an hour after the order shipped, and the cardholder disputed the charge a week later.
A redirect after shipment is one of the most common fraud patterns in online retail: order to the cardholder's billing address to pass the checks, then call to redirect the parcel. It is also a common honest request: a typo, a move, a trip. The agent cannot tell them apart from the call, and the carrier's redirect services make the change easy. The retailer bears the chargeback.
The decision has data: the order's risk signals at checkout, the account's age and history, the payment method and the billing match, the value, the distance between the addresses, the destination type (a residence, a locker, a forwarder). The carrier's options and cutoffs set what is possible. The fraud rules decide; the person decides the edge cases; the record shows why.
A redirect the fraud rules allowed, or a person approved with the signals in view, is one the retailer can defend.
How it runs
From the requestto the system of record.
A customer requests a delivery address change on an order that has shipped, in any channel. Callvu authenticates them and opens the request.
- Customer
- Authenticates, enters the new address or the hold option and confirms.
- Fraud desk
- Decides flagged redirects in the Decision Desk.
- Carrier
- Executes the redirect or the hold where its options allow.
- Callvu
- Authenticates, prefills, classifies, requests the redirect, routes and writes.
Authenticate and prefill
The customer is authenticated at the level a redirect warrants (a one-time code to the contact on the account, stronger for high value); the shipment (the carrier, the tracking status and the last scan, the service level, the declared value, the original address) and the order's risk signals (the checkout fraud score, the account age, the payment method, the billing and shipping match, prior redirects) are prefilled.
Classify the request
The request is classified: a correction within the same delivery area (an apartment number, a street typo), a redirect to a different address, a hold at a carrier location or a locker, a delivery date change, or a change to a freight forwarder or a commercial reshipper; the carrier's options and cutoffs for the service level set what is possible, and the fraud rules set what is allowed (the value threshold, the distance, the destination type, the account's standing, the billing mismatch).
Decide
A request within the fraud rules and the carrier's options is executed by rule (the correction, the hold at a location, a low-value redirect on an established account); a request the rules flag (a redirect above the value threshold, to a locker or a forwarder, on a new account, with a billing mismatch, or a pattern) goes to the fraud desk in the Decision Desk with the signals and only the allowed outcomes (allow, allow with a signature or identity check at delivery, return to sender and reship after verification, or decline with the reason).
Write back
The redirect or the hold is requested from the carrier through its service with the confirmation and any fee, the outcome and the carrier's confirmation are written to the order management system, the system of record, against the order with the decision and the signals, and the customer is told the result and the new delivery expectation; a decline is told with the alternative (delivery to the original address, or a return and reorder).
Where it ends: The redirect was decided on the order's risk signals and the carrier's options, by rule or by the fraud desk, executed with the carrier, and recorded on the order with the reasons. The Decision Trace shows the authentication, the classification and any decision; the Audit Trace shows the request, the carrier's confirmation and the write with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; the customer authenticates and enters the new address or the hold on a secure screen.
The back office
The fraud desk decides only flags before the carrier's cutoff; the carrier executes from the request.
The Decision Desk
- A redirect above the value threshold, to a locker or forwarder, on a new account, with a billing mismatch or in a pattern goes to the fraud desk in the Decision Desk with the signals and only allow, allow with delivery verification, return and reship after verification, or decline with reason.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
When a person must decide, the case goes to the right reviewer in the Decision Desk, with only the allowed choices, and the run waits for the decision.
CAP-07 · Self-asserted · verified 2026-11-02
Callvu reads what the CRM, core or EHR already knows and prefills, so the customer only answers what is missing.
HND-03 · Self-asserted · verified 2026-11-02
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
Why is a redirect a fraud question?
Because ordering to the billing address and redirecting after shipment is a common fraud pattern, and the merchant bears the chargeback; the order's risk signals and the destination type decide whether it is allowed.
What can the carrier do?
Corrections, holds at locations and redirects for certain service levels until specific scan events, with fees; the request is classified against the carrier's options for the shipment.
What happens if the redirect is declined?
The customer is told the alternative: delivery to the original address, or a return to sender and a reorder after verification.
Related processes
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