Change Delivery Method After Placing Order

When a customer wants to change the delivery method after an order is created, merchants can use this feature to help them change it.

For example, the original order was for a 7-11 pickup only; however, due to unexpected circumstances such as moving or urgent travel plans, the customer wishes to change the delivery method to home delivery to a different address.

 

This article will cover the following

• Which delivery options & statuses can be changed?
• Change the delivery method
• Change payment method (COD order)
• Edit required information
• Show result
• Notes

 

1. Which delivery options & statuses can be changed?

i. TW merchants

Available delivery options:

1. Pickup - 7-11 pickup only/ COD (B2C)
2. Pickup - 7-11 pickup only/ COD (C2C)
3. Pickup - FamilyMart pickup only/ COD (B2C)
4. Pickup - FamilyMart pickup only/ COD (C2C)
5. Tcat Pickup Instore - Roomtemp
6. Tcat Pickup Instore - Refrigerated
7. Tcat Pickup Instore - Frozen
8. Delivery - Tcat Room Temp.
9. Delivery - Tcat Refrigerated
10. Delivery - Tcat Frozen
11. Delivery - Tcat Room Temp. (COD)
12. Delivery - Tcat Refrigerated (COD)
13. Delivery - Tcat Frozen (COD)
14. Delivery - HCT Room Temp. (COD)
15. Delivery - HCT Refrigerated (COD)
16. Delivery - HCT Frozen (COD)
17. Local courier
18. Face-to-face delivery
19. Pickup - 7-11 pickup (no integration)
20. Pickup - FamilyMart pickup (no integration)
21. Custom
22. Delivery - Others
23. 7-11 Cross-border logistics
24. International courier (Same Country / Region)
25. Buy Online, Pick Up In-store

*Notes:

• Changing to FamilyMart Frozen Pickup and 7-11 Cross-border logistics is not supported.
• Order history auto-archiving: You can only edit orders created within the last 2 years. Orders earlier than 2 years will be automatically archived and available for viewing only. Parent orders and child orders of product subscriptions are not affected.
  
  

Unavailable delivery options:

1. International courier (Different Country / Region)
2. 7-11 Cross-border logistics
   
   

Available delivery statuses (i.e. you can only change delivery method under the statuses below):

1. Unfulfilled (Pending, Pre-processing, Processing, Shippable)
2. Returned
3. Problematic (Expired)
4. Cancelled (HCT Logistics / Tcat Pickup Instore)

*Note: 7-11 Cross-border logistics only supports changing delivery status when it is "Unfulfilled" or "Cancelled"

Unavailable delivery statuses (i.e. you cannot change delivery method under the statuses below):

1. Shipping
2. Shipped
3. Arrived
4. Collected
5. Returning
6. Store-closed
7. Problematic (Failed)

 

ii. HK merchants 

Available delivery options:

1. Delivery - SF Plus
2. Local courier
3. Cash on Delivery
4. Pick-up - S.F. Express
5. Pick-up - HOP!
6. Pick-up - SF Plus
7. Delivery - Others
8. Custom
9. International courier (Same Country/ Region)

Unavailable delivery options:

1. International courier (Different Country / Region)
2. S.F. Express (with integration)

Available delivery statuses:

1. Unfulfilled
2. Returned

Unavailable delivery statuses:

1. Shipping
2. Shipped
3. Arrived
4. Collected
5. Returning

 

2. Change the delivery method

You can find the "Edit" button when the delivery status of this order allows you to edit delivery information.

(If you want to edit other details, please follow the guidelines and remarks in Order Edit)

 

Click Edit to check if this order can change the delivery option.

The system will show selectable delivery options in the dropdown list, even if those delivery options have been unpublished.

 

You can see the recipient's name and phone number shown by the original information of the order. You also need to input the required information for the new delivery option.

 

3. Change payment method (COD order) 

For those orders that have chosen COD/pick up and pay (with integration), the merchant can change the delivery method to a non-COD type. The merchant has to select a new payment method in this case.

For example, an order that chose "Pickup - FamilyMart pickup COD (B2C)" can change the delivery method to the local courier and change the payment method to "Bank Transfer".

This sample shows the pop-up window when changing the delivery method from FamilyMart B2C. The merchant also has to select another payment type in this case. 

 

4. Edit required information

The system will highlight in red any required field that is empty.

Click Save after filling in all required fields. 

 

5. Show result

Click Save to see the "Order Updated" notification will appear.

 

You can also check the changes to the delivery method in the order activities logs.

 

To update your customer, click the Resend Notification button to resend the order notification email.

 

6. Notes

1. The delivery fee will not change after the merchant changes the delivery option.
2. The payment fee will not change after the merchant changes the payment option.
3. COD can be edited to pickup only/other delivery options, but it cannot change to the other COD options. 
   Example: 7-11 pickup COD orders cannot change to FamilyMart pickup COD.
4. Pickup-only orders can be edited to pickup only/ other delivery types, but they cannot change to COD.
   Example: 7-11 pickup COD orders cannot change to 7-11 pickup only.
5. After editing the delivery method, you cannot change the payment option to integrated types. 
   Example: After you change the payment option from COD to pick up only, you can only choose payment options that are "non-integrated".
6. Order history auto-archiving: You can only edit orders created within the last 2 years. Orders earlier than 2 years will be automatically archived and available for viewing only. Parent orders and child orders of product subscriptions are not affected.