Editing an Order

Sometimes customers may make a mistake in their order and reach out to you, such as fixing a typo in the shipping address or changing a product's quantity. Editing an order after it has been created can be done easily from the control panel by the store owner or any users with the appropriate permissions.

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
• order comments
• staff notes

*Create a new order if you need to add additional items or shipping charges to an existing order. If payment has already been captured or approved on an order, that order cannot be used to authorize or charge again. 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. If you are modifying a draft order, see Creating a Draft Order for more information.

• To edit orders, you will need the following user permissions enabled on your user account:
  • Manage Orders
  • Edit Orders

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

An order is broken down into four parts:

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 or coupon can be entered

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 customer's order, keep the default setting to ensure the changes are saved to the correct account.

Editing Guest Order

Editing an order from an existing customer

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 checkbox located at the bottom of the page.

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.

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.

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.

Use the Refund action if items need to be taken off from an order, as this allows for you to both remove the item and return the funds to the customer.

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.

If you need to add a shipping charge, change the shipping method, or split the order to send it to multiple addresses (which will adjust shipping costs), 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.

If you select None, this will remove any previously selected shipping and not assign any new shipping method. This is useful when manually updating an order from a paid shipping method to in-store pickup, where you won't be charging for any shipping costs. When downgrading the shipping method, as in the above example, use the Refund action to provide a partial refund or provide store credit to the customer's account.

If you have configured a custom pickup experience with Buy Online, Pick up in Store APIs, the Fulfillment section will instead display the retail location and pickup method selected by the customer. To change the customer’s pickup method, select it from the Choose a method dropdown.

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

Further down the page, you will see the Summary section. Here you can apply coupon promotions and coupon codes.

Note: Even though you can apply a discount or coupon to an order that has been charged, the customer will not automatically receive a refund for the difference. If the amount charged is incorrect, we recommend canceling and refunding the order, and then either you or the customer would create a new order for the proper amount. You cannot edit gift certificates once they are applied to an order.

Near the bottom of 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.

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.

Can I edit the pickup location of an order?

If you have configured a custom pickup experience with Buy Online, Pick up in Store APIs, the order’s pickup location address can be viewed from the Fulfillment section, but it cannot be edited in the control panel. An order’s pickup location can only be edited via the API.

Why did the tax amount change after editing?

Order taxes are calculated based on current tax rates. If tax liability, such as the tax rate or tax exemption, has changed since the order was created, editing the order may cause taxes to recalculate. A warning will appear in the control panel after editing an order.