Set fallback contact details for a store

Some carriers will not accept a shipment unless it has both a phone number and an email address for the recipient. When an order reaches us without those details, we cannot create the label and the order needs your attention before it can move on.

To avoid this, you can give a store a fallback phone number and fallback email address. Whenever an order from that store arrives without a phone number or email address, we use the fallback instead, and the order ships without interruption.

When the fallback is used

The fallback only fills in what is missing. A value you send with the order always takes priority:

• An order that includes a phone number keeps its own phone number; the fallback is ignored.
• An order that has no phone number uses the store's fallback phone number.
• The same applies to the email address, independently of the phone number.

Leave a field empty to keep requiring that detail on every order. With no fallback set, an order without a phone number or email address is rejected and waits for you to add the missing detail, exactly as before.

Set the fallback

Open Stores and select View on the store you want to change. Under the store's API settings you will find the fallback phone number and fallback email address fields. Enter the values you want us to fall back on and select Save.

A phone number should include the country code. The email address has to be a valid address.

Which orders this covers

Fallback contact details apply to orders you submit through our API. Orders that come in from a connected webshop already carry the contact details the shopper entered at checkout.

To review the rest of a store's configuration, see Manage your store settings.