Handle changes that lower a paid order

Some changes make an order cheaper: a lower quantity, a cheaper variant, a removed item or a cheaper shipping method. This guide explains what the switch Allow changes that lower the total does, and what to do when the plugin reports Refund due.

Which orders are affected

The switch only matters for orders that are already paid. The plugin treats an order as paid when its payment status is Paid, Paid (partially) or Refunded (partially).

For every other order nothing is owed back, so a lower total is never a problem:

• Unpaid orders (for example invoice, prepayment or direct debit that has not been collected yet): the plugin corrects the order total and the amount of the payment. The customer pays the new amount.
• Authorised orders (the payment provider has reserved the money but not collected it): the amount is lowered, and only the corrected total is taken.

Option A: Keep the switch off (default)

With Allow changes that lower the total off, a customer cannot lower the total of a paid order.

• The change is refused. The customer reads: "This change would lower the total of an order you have already paid, which we cannot settle automatically. Our team can help."
• In the variant dialog, a cheaper variant shows a notice instead of a price difference and cannot be applied.
• The Changes tab records the attempt as Refused with the reason Would lower a paid order.

Changes that keep the total the same or raise it still work, for example a variant at the same price.

Choose this if you do not want to process refunds for customer changes.

Option B: Switch it on

1. Open the plugin's configuration page: Extensions > My extensions, then Configure on Order Editing — Self-Service for Customers.
2. In the Safety rules card, switch on Allow changes that lower the total.
3. Click Save.

Customers can now lower the total of a paid order. On the review screen they read: "This order is already paid. We adjust the amount and settle the difference with you by email — there is nothing to pay here."

What "Refund due" means

When a customer confirms a change that lowers the total of a paid order, the plugin:

1. changes the order and its total
2. adds a Refund due row with the amount to the order's Changes tab
3. starts the Flow Builder trigger ssd_order_editing.refund.due, shown in the Flow list as Order Editing: Refund due after a change. The default Flow Refund due after order change sends a mail to your shop's administrator users, with the amount to refund, the new order total and the customer's name and mail address

The plugin does not refund any money. It only tells you the amount. The amount is the drop in the order total, including any effect on discounts, shipping and tax.

Refund the amount

For each Refund due notice:

1. Open the order in the administration and check the Changes tab to see what the customer changed.
2. Refund the amount yourself, through your payment provider or the way you normally refund.
3. Record the refund on the order, for example by setting the payment status.
4. Let the customer know. The review screen told them you would settle the difference by mail.

Send the notice somewhere else

To send the refund notice to your accounting team instead of the administrators, open Settings > Flow Builder, open Refund due after order change and change the recipient of the mail action. See Adjust the mails.

Related

• Configuration reference
• Concepts: money