Orders may occasionally need to be edited, such as to fix a typo in the shipping address, update the email address receiving order notifications, or link a guest order to a customer account. In general, we recommend limiting order edits to minor corrections, and creating a new order for larger updates, such as adding or removing products.
How It Works
Orders are edited from the View Orders page in the control panel or via API. Editing an order gives you the opportunity to correct errors, such as typos in shipping or email addresses, add comments and staff notes, and link the order to a customer’s storefront account.
Other changes can be performed, such as adding or removing products, updating the shipping method, and applying discounts or coupon codes. Changes of this type affect the displayed order details and can impact the order’s tax liability and grand total.
The following details can be changed when editing an order:
- customer account
- email address
- billing address
- product price
- product quantity
- product options
- shipping address
- shipping method
- discount amount
- coupon code
- order comments
- staff notes
Editing an order does not refund the customer or authorize additional payment. If edits will change the order total value, such as by adding or removing a product, we recommend creating a new order. If needed, provide a refund or issue store credit.
Requirements
- To view and edit orders, you must have the Manage Orders and Edit Orders permissions enabled on your user account.
Editing an Order
To edit an order, go to Orders › View, click the Action menu to the right of the order, and select Edit order.
Orders are broken down into four parts, with the section you are currently editing displayed on a progress tracker at the top of the Edit an order page.
- Customer Info — customer account and billing information
- Items — the cart contents
- Fulfillment — shipping or pickup address and method
- Payment — order summary, notes, discount, and payment information
Customer Info
The sections under Customer info allow you to update a customer’s email address, create a new or choose a different customer account, link a guest order to an existing customer account, and update billing information.
Existing Customer Accounts
When editing an order from a shopper that logged into or created a customer account, the Customer information section will display their email address next to Selected customer. To proceed with this customer account, leave Keep existing customer detailsselected.
Change to a different customer account by typing a customer name, email address, or company name in the Search field and clicking the desired customer from the search results. The radio button will automatically update to Existing customer.
Selecting New customer allows you to create a new customer account with a different email address or convert the order to a guest order.
To convert the order to a guest order and unlink it from the Selected customer account, simply leave all fields other than Email address blank or unselected.
Guest Orders
If the customer checked out as a guest, you can update or change the email address from the Email Address field when New customer is selected.
To create a new customer account for the guest, enter a password that meets the store’s complexity rules. Complete the account by filling out any additional account creation form fields. Stores on Plus, Pro, and Enterprise plans can also assign the account to a customer group.
Creating a new customer account? A registration email will be sent to the customer after saving the order. The Account Created template can be customized to fit your store’s branding.
Link the order to a pre-existing customer account by selecting Existing customer. Type a customer name, email address, or company name in the Search field, then click the desired customer from the search results.
Billing Information
The billing address entered at checkout can be updated in the Billing information section.
After making any changes, save the new address to the customer’s storefront account address book by leaving the box next to Save to customer’s address book checked.
Addresses previously saved to a customer account address book are displayed to the right of the section. Click Use this address next to an entry to update the billing address to the saved address.
When you are ready to proceed, click Next.
Items
Adjustments to the order’s cart contents can be made from the Items section.
To add new products to the order, enter a product name, SKU, or brand name in the Search field and click on a product from the results. Click Browse categories to view a list of products within a category or click Add a custom product to create a one-time product.
View and update products in the order from the Products table. Product quantity and price can be updated directly from the table.
The Action menu to the right of the product provides additional options. Selecting Customize opens a pop-up window that also allows for adjusting quantity and price as well as tabs for updating product options and gift wrapping. Select Copy to add a duplicate line item of the product and Delete to remove the product from the order.
When you are ready to proceed, click Next.
Fulfillment
The Fulfillment section is where you can make updates to shipping or pickup addresses and methods.
Under Destination, select Billing address specified to update the shipping address to match the billing address. Selecting New single address allows you to update the existing shipping address manually or by selecting an address from the customer’s address book. Select New multiple address to ship items to different locations.
In the Shipping method section, clicking Fetch shipping quotes will add all available shipping methods for the shipping address to the selection window. Select one of these methods or select Custom to apply a custom method and cost to the order. Selecting None removes the shipping method from the order.
To keep the shipping method selected by the customer at checkout, leave Use Existing Quote selected.
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 drop-down under Pickup method.
When you are ready to proceed, click Next.
Payment
The Payment section contains a summary of the Customer info, Items, and Fulfillment sections, as well as payment details, a line item summary, discount details, order comments, and staff notes.
To the right of the summarized sections, the order payment details are displayed. Check the box next to Email invoice to customer to have the order confirmation email sent to the listed email address. If you updated the customer email address, checking this box allows the new address to receive the invoice.
Below Payment is the Summary section, which contains a line item summary and fields for applying a manual discount and coupon promotions or coupon codes.
As with other edits that affect the order total, applying discounts and coupon codes will not return funds to the customer. Consider an order level refund for the amount of the discount instead.
The Comments and notes section allows you to add order Comments or Staff Notes.
Staff Notes are not visible to customers, whereas Comments are visible to customers viewing the order on the storefront while logged into their customer account
When you are done making changes, click Save.
Pro Tip! Order Comments and Staff Notes can be accessed from the View Orders page without needing to edit an order. Select View notes from the Action menu to the right of an order.
FAQ
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.
How do I add a tracking number to an order shipment?
Tracking numbers are added to order shipments by going Orders › Shipments. See Shipments for more information.
Why didn’t my new customer get created?
If you enter details to add a new customer account while editing an order, it will not be created until you save the order.
