A printed label cannot be edited. If the package has not shipped yet, void the label and create a new one with the correct address. If the carrier already has the package, contact Rollo support right away. For UPS shipments, support can request an address intercept for a fee, but it is not guaranteed and is no longer possible once the package is delivered.
This is the easy case, and the only one fully in your control.
1. Do not ship the package with the wrong label.
2. Void the unused label from the Shipped tab in Rollo Ship. See "Void label"
3. Create a new label with the corrected address and ship with that one.
Tips that prevent address problems, based on real cases:
* Put the full street address, including the suite, apartment, or unit number, on Address Line 1. USPS in particular expects the secondary unit on the same line as the street when it fits.
* Make sure the recipient or company name matches what is posted at the delivery location. Drivers have returned packages when they could not match the name on the label.
*Keep the Ship From address as the real location you ship from. Using a different address can trigger carrier zone adjustment charges and delivery issues.
If the package is already in transit (UPS)
UPS can sometimes redirect a package that is still moving through its network. This must go through Rollo, because Rollo is the shipper of record for UPS by Rollo labels. If you call UPS yourself, they will ask for a shipper account number you do not have and refer you back to Rollo.
1. Contact Rollo chat support as soon as you spot the wrong address. Intercepts race the delivery, so speed matters.
2. Provide the details the team needs to submit the request to UPS:
Tracking number
Receiver's name and phone number
Old (incorrect) address
Correct or new address
Your name and phone number as the requestor
3. Support checks availability with UPS and submits the intercept request.
4. If UPS accepts it, an intercept fee applies. It starts at about 21 dollars per shipment and is deducted from your Rollo Ship funds once the request is processed.
5. Keep monitoring the tracking number. Support will confirm whether the intercept succeeded.
*The same process is used if you want the package returned to you instead of redirected. Note that an intercept is not possible once the package is out for delivery or delivered, and UPS may decline the request depending on where the package is.
If the package was already delivered
Once a package is delivered, the carrier cannot retrieve it. Your options, as confirmed with UPS in past cases:
1. Coordinate directly with whoever received the package, if they are reachable and cooperative.
2. Create a return label in Rollo Ship and send it to the person at the delivery address. They attach the label and hand the package back to the carrier.
3. Contact Rollo support about a UPS call tag. UPS will only attempt this when the package went to a wrong address, is still retrievable, the person at that address cooperates, and the shipper requests and pays for the service.
If the package is being returned to sender
Once tracking shows a return to sender is in progress, the addresses on that return cannot be changed, and the carrier will not release the package for pickup at a facility while it is in transit. Wait for it to arrive back at the Ship From address on the label, then create a new label with the corrected details. If nobody is available at the return address, UPS typically holds the package for about 5 to 7 days and notifies the sender before taking further action.
Fix your saved addresses for future labels
Correcting your defaults prevents repeat mistakes:
1. Ship From address: in Rollo Ship, go to Settings, then Ship From Address, then + New Ship From Address.
2. Recipient addresses: go to Contacts, then + New Contact, and update or replace the saved entry.
Still stuck? Start a chat with Rollo support with the tracking number and the correct address, and we will check what is still possible with the carrier.