Choose what customers may change
This guide shows how to decide which changes customers can make in their edit window, and how the safety rules limit them.
All settings are on the plugin's configuration page: Extensions > My extensions, then Configure on Order Editing — Self-Service for Customers. Every setting can be set for all sales channels or for one sales channel: choose it in the sales channel selector at the top of the page. For the exact wording and defaults, see the configuration reference.
Step 1: Pick the allowed changes
In the Allowed changes card, switch on what customers may do:
| Setting | What the customer gets |
|---|---|
| Delivery and billing address (on) | An Edit button next to each address on Change your order. It opens your shop's own address form in a dialog, with the customer's saved addresses to choose from. Only the countries your sales channel allows are offered; for the delivery address, only countries you ship to. |
| Switch to another variant (on) | A Change options link on each item. The customer can choose another variant of the same product, at that variant's price. They cannot choose a different product. |
| Quantity (on) | A quantity field with + and − on each item. The same minimum, maximum and purchase steps apply as in your checkout. |
| Remove an item (off) | Your shop's remove button on each item. The last item of an order cannot be removed; the customer is pointed to cancelling the order instead. |
| Change the shipping method (off) | The shipping card turns into your checkout's shipping selection, with the methods and prices your checkout would offer for the changed order. |
When Change the shipping method is off, the shipping card shows the current method and the note Contact us to change shipping. An order that is split into several deliveries never offers a shipping method change.
The order comment ("Additional information") has no setting of its own in this plugin. Customers can add, change or clear it whenever your checkout shows the comment field.
Customers cannot add new products to an order.
Step 2: Decide how far changes may go
In the Safety rules card:
- Stop editing once an invoice exists (on): the window closes as soon as an invoice is issued. See Fix a Flow that closes every window.
- Check stock on every change (on): for products marked "Clearance sale", customers cannot raise a quantity or choose a variant beyond your stock. Other products keep your checkout's limits.
- Lock personalised items (on): items from the Custom Products extension (with engraving, uploaded file or free text) cannot be changed. The customer sees Personalised — cannot be changed. If Remove an item is on, such an item can still be removed.
- Allow changes that lower the total (off): see Handle changes that lower a paid order.
- When a new address changes the tax: a new address can fall under different tax, for example a delivery to a country outside the EU. Don't allow the change (default) refuses such an address and the customer is told to order again or contact you. Recalculate for the new address prices the order for the new address, which changes what you are owed.
- When a change affects the shipping costs: Keep the shipping the order was sold with (default) leaves the shipping costs as they were, the same as when you edit an order in the administration. Recalculate the way checkout does prices shipping again for the changed order, and a shipping method that can no longer deliver the changed order refuses the change.
A shipping method the customer picks themselves is always priced the way checkout prices it, whatever you choose here.
Step 3: Save and check
- Click Save.
- Place a test order and open Change your order. Only the actions you allowed are offered.
The two settings When a new address changes the tax and When a change affects the shipping costs are fixed for an order when its window opens. If you change them, orders whose window is already open keep the old answer until their window ends.
What the customer sees when a change is refused
A refused change is never applied. The customer stays on the screen they were on and reads why, for example "You can have at most 3 of … in this order". The refusal is also recorded on the order's Changes tab with a short reason, such as Out of stock or Would lower a paid order.