Shipping Address Issues: Customer Address Causing Errors

Fix customer address errors, resolve order failures, tax ID requirements, phone number format

Note

Nothing kills momentum faster than an order that won't go through. Shopify and AliExpress don't always agree on address formats—missing states, invalid phone numbers, or missing tax IDs (especially for Brazil, Korea, and Turkey) can all trigger errors. This guide covers the most common address-related failures and how to fix them in DSers.

1. Address Information Fix – Complete Workflow

This section covers the most common address field issues and the step-by-step process to correct them in DSers.

Common Address Field Issues

⚠️ You'll see a warning icon next to Customer Detail if any of these 6 fields are missing: Name, Country, State, City, Postal Code, or Phone.

How to Fix a Failed Order

When an order fails due to address issues, follow this workflow:

1. Go to Open Orders > Failed orders tab
2. Locate the failed order and click Customer Detail
3. Correct the address, phone number, or name fields using the solutions above
4. Click SAVE
5. Re-order the order from the Failed orders tab

One more tip: If the order works when you copy the address manually into AliExpress but fails when using DSers API to place it, try the "Place Order via DSers Chrome extension" option instead—it bypasses API restrictions and often gets the job done.

2. Country-Specific Field Requirements

Some countries require additional information for customs clearance, and phone number formats must meet AliExpress standards. Both types of information are edited in Customer Detail within DSers.

Tax ID / National ID Requirements

Without a valid tax ID, AliExpress will cancel the order. Critical countries to watch:

How to handle it:

• Reach out to the customer to request their tax ID before placing the order
• Add or correct it in Customer Detail within DSers
• If you're placing orders via CSV, you can include the cpf field in your file

⚠️ Important: For Brazil, the CPF number must match the recipient's name—otherwise, customs clearance will fail.

💡 Pro tip: Add a note to your store's checkout page asking customers from these countries to provide their tax ID. This saves you from chasing them down later. You can check more details via this blog: No More Address Rejects: Shopify Tax Tips

Phone Number Format

AliExpress requires phone numbers in a specific format. If it doesn't match, your order won't go through.

Common issues:

• Area code included when it shouldn't be
• Phone number includes spaces, parentheses, or special characters
• Phone number length or format doesn't match the destination country's format

How to fix:

• Contact the customer to get the correct phone number first
• Edit the phone number in Customer Detail
• Remove any extra characters (keep only numbers)

⚠️ Important: Getting the phone number right is critical—if the courier can't reach your customer, the package may not get delivered.

3. Name Format Errors

Seems basic, but name fields trip up orders more often than you'd think.

Common problems:

• First name or last name is too short (single letter)
• Name contains special characters (e.g., emojis, symbols)
• Name exceeds AliExpress character limits

How to fix:

• Edit the name directly in Customer Detail within DSers
• Remove any special characters or shorten the name to fit AliExpress limits

⚠️ Important: Different countries have different requirements—what works for one destination may not work for another. If you're unsure, try placing the order manually on AliExpress first to see what format they accept, then copy that format into DSers.