Order Editing — Self-Service for Customers
Order Editing — Self-Service for Customers lets your customers correct their own order shortly after they place it. They can choose another size, change a quantity, fix an address or pick another shipping method. You decide how long they have and what they may change. While they can still change the order, it is held back from your warehouse and your ERP.
What it does
When an order comes in, the plugin opens an edit window and puts the order in the new status On hold. While the window is open:
- the customer sees a banner with a countdown on the order confirmation page and in their account's order list, and gets a mail with a link. Each of them opens the Change your order screen
- every change is only staged at first. The customer sees what changes and what the order will cost, and nothing is applied until they press Confirm changes
- the order stays On hold, so a connector or warehouse that only picks up orders in Open does not see it yet
When the window ends, the plugin releases the order: it goes back to Open and continues through your normal processing. The window ends when its time runs out, when someone moves the order to another status, when an invoice is issued, or when the order is cancelled, whichever comes first.
Customers can change, depending on your settings:
- the variant of an item (another size, colour or other option of the same product)
- the quantity of an item
- the delivery and billing address
- the shipping method (off by default)
- the order comment ("Additional information"), if your checkout shows that field
- removing an item (off by default)
Customers cannot add new products to an order. The plugin does not refund money, issue correction invoices or handle returns. When a change on a paid order means money is owed back, the plugin tells you the amount, and you refund it yourself.
For you, the order detail page in the administration gets a Changes tab. It shows every change, every refused change with its reason, and the order's new total. Its Order editing card lets you give a customer more time (Extend window), and a Release now button appears if an order is still on hold after its window.
Who it is for
| Role | What they get |
|---|---|
| Shop owner | Fewer support tickets for wrong sizes, quantities and addresses, and fewer cancelled orders |
| Customer service | A record of what the customer changed and what was refused, on the order itself |
| Warehouse and ERP | Orders reach processing only after the customer can no longer change them |
| Accounting | No changes once an invoice exists, and a notice with the amount whenever money is owed back |
Sections
- Getting started: place a test order, change it as a customer and see the result in the administration
- How-to guides
- Connect your ERP and the "On hold" status
- Fix a Flow that closes every window
- Choose what customers may change
- Handle changes that lower a paid order
- Release an order stuck on hold
- Give a customer more time
- Offer editing only for some orders
- Read the Changes tab
- Adjust the mails
- Give staff access to the Changes tab
- Configuration reference: every setting, plus statuses, events, permissions and data
- Concepts: how the edit window, the hold and the safety rules work together