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Editing an Order

There are various reasons why you might need to edit an order or draft order after it has been created. You could be contacted by a customer with a shipping or email address correction, or receive a request to update the cart contents of a draft order.

The details of an existing order can be changed or updated by the store owner or other control panel users with the appropriate permissions.

 

Note: Editing an order that has already been paid for will not change what the customer was charged at the time of checkout. If the amount charged is incorrect, we recommend canceling and refunding the order, and either you or the customer create a new order for the proper amount.

Order Details

When editing an order, the following details can be changed:

  • customer account
  • email address
  • billing address
  • product price *
  • product quantity *
  • product options *
  • shipping address
  • shipping method *
  • discount amount
  • coupon code
  • gift certificate
  • order comments
  • staff notes

*Create a new order if you need to add additional items or shipping charges to an existing order. Orders whose payment has already been approved or captured cannot be authorized or charged again using the same order. Use the refund action if you need to remove items and shipping charges or to apply a discount to an order that has already been charged.

Order Editing Process

To edit an order that has already been charged or authorized, go to OrdersView. Click the action icon to the right of the order you want to edit and select Edit Order.

Edit Order option in the Action menu

You will be taken to the Edit an Order screen. An order is broken down into four parts:

Edit an Order screen

  1. Customer Info — the customers billing information including their email address
  2. Items — the cart contents
  3. Shipping — the customers shipping information
  4. Finalize — the order summary and the area where a discount, coupon or gift certificate can be entered

See Creating a Draft Order to learn more about editing an order that has not been charged yet.

Customer Info

The Customer Info section is where you will make corrections to an order's email address or billing information. When editing a guest order, the Order for selection will be set to New Customer. If you are editing an order created by someone with an existing customer account, the Order for selection will be set to Keep existing customer details. When editing an existing customers order, keep the default setting to ensure the changes are saved to the correct account.

Editing Guest Order

New Customer radio button

Editing an order from an existing customer

Keep existing customer details radio  button

Additionally, when making changes to the Billing Information section, you can choose to save the new changes to the customer's address book via the Save to customer's address book check box located at the bottom of the page.

Save address checkbox

Guest Orders from Existing Customers

You may run into a situation where an existing customer mistakenly checked out as a guest. These guest orders will not show up in their account when they review their order history.

To resolve this, edit the guest order and change the Order for selection to Existing Customer. Enter the customer's name, email address or company name in the new Search field and select them from the list of customers that appear.

Customer search field

If the rest of the order is correct, click Next until you reach the Finalize step and click Save to save the changes. The order will now be linked to the existing customer account. Review the proceeding sections to learn how to edit the rest of the order if you need to make additional changes.

Items

The Items section is where you will make adjustments to the cart contents of an order. Note that even though you can adjust the contents of an order that has already been charged, you will not be able to capture funds or authorize a new capture using the same order. A new order will need to be created to resolve situations where an item was forgotten, or additional items are requested.

In the case of Draft Orders, new items can be added, and existing items can be adjusted (e.g. price or quantity) as the payment has yet to be captured or authorized. See Creating a Draft Order for more information.

Use the Refund action f items need to be removed from an order to both remove the item and return the funds to the customer.

Shipping

The Shipping section is where you will make adjustments or correct shipping information. You will be presented with the destination, address, and shipping method that was selected at checkout. When viewing the shipping method, the original choice will be labeled as Use Existing Quote.

Example of an existing quote when editing an order

If you need to add a charge, change the shipping method, or must split the order to send to multiple locations, a new order will have to be created. You will not be able to capture funds or authorize a new capture using the same order.

In the case of Draft Orders, since payment has yet to be captured or authorized, a new list of shipping options can be generated based on your shipping zones. See Creating a Draft Order for more information.

If you are downgrading the shipping method, use the Refund action to provide a partial refund or provide store credit to the customer's account.

Finalize

The Finalize section is where you can review any of the changes you have made so far to the Billing, Shipping or Cart details. If you are editing an order that has already been charged, you will see the payment option that was used, the transaction ID and the payment status.

Example of an order that has already been charged

In the case of Draft Orders, you can choose to keep it as a Draft Order or complete the order as a manual order. See Creating a Draft Order for more information.

Further down the page, you will see the Summary section. Here you can apply a discount, coupon or gift certificate.

Example summary section

Note: Even though you can apply a discount, coupon or gift certificate to an order that has been charged, it will not automatically return the difference to the customer. If the amount charged is incorrect, we recommend canceling and refunding the order, and either you or the customer create a new order for the proper amount.

If you continue further down the page, you will see the Comments and Notes section. Here you can enter order comments or leave a staff note. Comments are visible on invoices while Staff Notes are only visible in the control panel and are not seen by customers.

Comments and Notes section

If you are editing an order that has already been charged, click Save when you are done making changes. If you are modifying a Draft Order, see Creating a Draft Order for more information about saving your changes.

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