Purchaser contact and delivery contact were overwritten

Write the contact purpose before choosing the field

Start with the organization's actual instructions for the affected order. Identify who handles order questions and who can answer a delivery query at the receiving location. Keep those purposes separate from the billing identity, payment-account identity and shipping address. An address can identify a destination without establishing who should receive commercial correspondence.

Record whether one person is intended to perform both roles. Matching names or phone numbers are not automatically an error. The defect is a value used contrary to the documented purpose, or a change that displaced a separately supplied value. If the only evidence is a report that the contact is wrong, describe it as that report until the original and later values can be compared.

Locate the earliest record where the value differs

Use one existing affected order. Preserve its current state and identify any available earlier input record, order note or dated export before correcting it. Compare the purchaser's documented instruction with the stored purchaser and delivery fields, then compare those fields with the fulfillment handoff and notification records. Record field names, timestamps and private evidence locations instead of duplicating personal details in a shared sheet.

If the order is already wrong, the available evidence points to a problem at or before order storage, but it does not identify whether entry, defaults or integration mapping caused it. If the order retains the intended contacts and the fulfillment destination differs, investigate that handoff. If both are correct but a message uses the wrong recipient, investigate the notification's field selection.

Without an earlier value, you may be able to establish a present mismatch without proving an overwrite. Preserve that distinction. A current screen does not reveal the entire sequence, and a later correction must not be presented as evidence of what checkout originally received.

Check the installed product's collection and mapping limits

WooCommerce's Checkout block organizes checkout fields and address information through linked settings, including configurable phone visibility and required fields. Confirm the assigned checkout page and installed checkout type before interpreting those settings. Linked address settings are not evidence that arbitrary purchaser and receiver contact arrangements are supported or separately stored.

Stripe-hosted Checkout documents configurable shipping and phone collection within its feature boundaries. Their availability does not establish that a particular store connector creates independent purchaser and delivery contacts, or that it maps them to the destinations your fulfillment and notification tools expect. Name the actual checkout product and connector, then establish the supported mapping for the installed setup.

Where the business needs two purposes but the current integration establishes only one destination, record the unmet requirement. Do not relabel a shared field as two contacts or claim that adding another input will preserve both values downstream. The maintainer needs the required destination for each value and the evidence of where the current mapping falls short.

Scope a correction that preserves the order's history

For the affected order, confirm the intended contacts through the business's authorized order-support process. The correction should identify which stored field changes, which fulfillment recipient needs the correction and whether any pending notification would still use the old value. A store edit alone does not prove that an earlier export, shipment instruction or sent message changed.

For future orders, define the acceptance behavior in ordinary language: each purpose is clear to the buyer, the intended values remain distinguishable in the stored record where required, and each downstream message or handoff uses its intended source. Confirm that the installed tools can provide that behavior before treating it as the agreed solution. Subsequent real order evidence can establish the observed result; where it is unavailable, leave the outcome unverified.

A Prism checkout consultation can start with this contact-purpose map and the first documented mismatch. Agree on scope, implementation responsibilities, fees and terms before work. Share the website, platform and a redacted description of the problem through the public inquiry, not the buyer's contact records.

Contact-purpose mapping

Complete this for one existing order using roles, field names and private record locations. Do not copy names, email addresses or phone numbers into the shared worksheet. Follow each purpose from input to use; the first documented mismatch narrows the investigation without proving its cause.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.