VERIFIED SOLUTION i

Resolve Move Update in PBFirst, Planet Press or ConnectRight Mailer returns an incorrect address

Products Affected: ConnectRight™ Mailer, PBFirst™, PlanetPress®

Issue

When processing an address using Move Update, an address is updated from the National Change of Address (NCOA) database, but the customer says that the updated address is incorrect.

Cause

The address change is based on Address Change updates that have been entered into the USPS NCOALink database. If the customer did not fill out and submit a change of address request with USPS, then the address in the NCOALink database may be incorrect.

Resolution

UPDATED: December 21, 2016
When performing a Move Update, the name and mailing address is checked against the NCOALink database. If the mailing name and address matches a change request on file, then Move Update will return the new address and update the address in our software. If an incorrect address is being downloaded, options to resolve this issue are:
  1. Have the customer with the address in question submit an address change request with USPS. This way the address will be updated in the database and Move Update will not replace their current address with an old address.
  2. If the customer does not wish to fill out a change address request with USPS, a workaround is to change the name of the mailing address so it does not match the NCOALink database. You can test this by running this address through Move Update to see if it updates.  
    • Example: If you have a mailing address of "John Doe,  2225 American Drive, Neenah WI, 54956", you can change the name of the client to "Mr John Doe & Mrs Jane Doe, 2225 American Drive, Neenah WI, 54956". This way the name does not match the NCOALink database, so the address will not be changed.
    • Example: If a Company name is used, you could replace the Company name with the person's name in the Attention too area.