The Ship To Address on a Call, with a Business Reply Card (BRC) sample, is different than what is displayed on the Address record for the Account.
When the user selects the Ship To Address, the addresses available for selection are based on the Address records for the selected Person Account. For a Business Account, the addresses available for selection are based on the Address records for the selected Sample Recipient. In both Account types, only active addresses are displayed.
Once selected, the Address is formatted for use (including city, state, zip, etc.) and stored in Ship_To_Address_Text_vod__c. This formatted address value is what is displayed on the Call page.
When a user submits the Call, the Call Record becomes locked and is not able to be edited.
The issue occurs when the Address is edited after the Call is submitted. These updates are stored on the Address record (Address_vod__c), but the value that is copied into the Ship_To_Address_Text_vod__c remains static.
Ensure that users update the Address that is used as the Ship To Location, prior to submitting a BRC sample Call.
CRM Help Documentation: Ship to Business Location
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