Ship a physical item
Add the item and the fan's shipping address to a physical-item request, then mark it sent with the tracking number.
What it's for
When a fan buys a physical item (for example worn clothing or a signed photo), the request needs to say what the item is and where it goes. You type the fan's shipping address once. After that the app keeps it private: you see "Address on file" with the fan's first name and city, but you can't read the full address back. When the creator has posted the item, you mark the request sent with the carrier and the tracking number.
Before you start
- You're signed in as a Chatter, and you chat for the creator.
- The fan sent you their shipping address in the chat.
- For a test, use a made-up address such as "Sam Tester, 1 Test Street, Austin, TX 73301, US", never a real one.
Steps
Pick Physical item
On Operations → Requests, click New request and fill in the form as usual (see Submit a content request). For Type, pick Physical item.
Describe the item
Fill in Item description (for example "Pink hoodie, worn") and, if it has one, Size (optional) (for example "M").
Add the shipping address
The box Shipping address (optional) says "Needed before it can be marked sent. Once saved, only people who manage shipping can read it back." Fill in:
- Recipient name
- Address line 1 and Address line 2 (optional)
- City and State or region (optional)
- Postal code
- Country: "Two-letter code, e.g. US, GB, CA." It starts as US.
You can leave the address empty now and add it later from the request page. Click Submit request.
Check it on the request page
Open the request. The Shipping card shows the badge To pack, and Ship to says "Address on file · Sam · Austin, TX, US". You can't open the full address.
If you didn't add an address yet, Ship to says No address yet and the card says "Add the fan's shipping address before marking this sent." Click Add address, fill in the lines and click Save shipping: the message Shipping details saved. shows.
If the fan gave a wrong address, click Replace address while the item is To pack. "Leave every line blank to keep the address on file, or fill in all of it to replace it." Click Save shipping: the message Shipping details saved. shows.
Mark it sent with the tracking number
When the creator has posted the item, click Mark sent on the To send tab or on the request. The window Mark this item sent? asks for:
- Carrier: USPS, UPS, FedEx, DHL or Other.
- Tracking number: required for every carrier except Other, where it says Tracking number (optional).
Click Mark sent. Items have no locked price.
What you should see
- After submitting: Ship to says "Address on file" with the first name and city only. The full street and postal code never show.
- After Mark sent: the status Sent, the badge Shipped, and the carrier and tracking number under Carrier and tracking. The tracking number opens the carrier's tracking page.
If the address is missing, the Mark this item sent? window says "There is no shipping address on file. Add it on the request page first." and you can't confirm it.
If something is missing or wrong, a red message explains it:
| Message | What to do |
|---|---|
| Enter the recipient's name. | Fill in Recipient name. |
| Enter the street address. | Fill in Address line 1. |
| Enter the city. | Fill in City. |
| Enter the postal code. | Fill in Postal code. |
| Enter the 2-letter country code (e.g. US). | Type a code such as US, GB or CA in Country. |
| Choose a carrier. | Pick the carrier. |
| Enter the tracking number. | Type it, or ask whether the carrier is really Other. |
| Add the shipping address before marking it sent. | Add the address on the request page first. |
| Someone updated these shipping details. Reload and try again. | Reload the page. |
Test checklist
Good to know
Why you can't read the address back
A fan's home address is private. Only the people who ship it can read it, and each time they open it the app writes down who looked. Addresses never appear in lists, exports or notifications, and they are removed on their own about a month after the item arrives.