After a customer places an order, merchants may need to modify items, discounts applied, amount, etc., within the order in response to different needs. Using the Edit Order Product Details feature, merchants can modify the contents of the original order so that both the store and the customer can view the order information more clearly.
- Which types of order can be edited?
- How to edit product details
- Notes on editing order product details
⚠️ Before you start, please be reminded that:
- If there are any changes made to the order amount, please remember to handle the collection and refund with the customer on your own. Also, be sure to process related invoice operations, such as voiding and reissuing, discounts, etc.
- Editing product info will lead to the. update of the amount to be collected. Therefore, it is necessary to re-execute the shipping process and print labels. If you have already sent out the parcel, please do not press Confirm and cancel the edit.
- 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.
1. Which types of order can be edited?
The conditions and restrictions on what can be edited for an order will depend on the delivery option selected:
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Non-integrated delivery options:
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Order status has to be "Open, Confirmed, or Completed."
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Delivery status has to be "Unfulfilled or Returned”
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Integrated 7-11 B2C, C2C/ FamilyMart B2C, C2C
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Order status has to be "Open, Confirmed, or Completed."
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Delivery status has to be "Non-executed, Shippable, Collected, Returned, Expired, or Failed."
*7-11 International logistic service does not support order split
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Integrated FamilyMart B2C frozen delivery
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Order status has to be "Open, Confirmed, or Completed."
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Delivery status has to be "Non-executed, Processing, Shippable, Returned, Expired, or Failed."
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Integrated Tcat
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Order status has to be "Open, Confirmed, or Completed."
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Delivery status has to be "Non-executed, Pending, Processing, Shippable, Arrived, or Returned."
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Integrated HCT Logistics
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Order status has to be "Open, Confirmed, or Completed."
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Delivery status has to be "Non-executed or Failed."
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[Coming Soon] ⚠️ Please note that if the order is associated to a return order, the product details cannot be edited. To modify the product details, you need to cancel the return order (the return status will be changed to "Cancelled"), and meet the above conditions.
2. How to edit product details
In SHOPLINE Admin, go to [Order Management] > [Orders]. Click on the order number, then click the Edit button in the "Product Details" section.
A reminder will pop up afterward. Please carefully check the details before clicking OK.
You can edit the following items using the edit function:
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Add/ Deduct product quantity in the original order
1. After clicking Edit, you can see the maximum number of products in the order, which is also the current inventory (including the quantity of this order). You can adjust the quantity by changing the number in the box.
2. Click the "X" on the right to remove the product.
3. The inventory will be adjusted after saving the changes.
4. If there is a change in the order subtotal and total amount, the system will display a record of the change amount.
5. If an order consists of the main product + an add-on product, both products cannot be edited/removed. If an order consists of the main product + a gift, the main product can be edited/removed, but not the gift.
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Add other products to the original order
1. Click Add Product and add the product by inputting product keywords, SKU or name.
2. You can add multiple products to the order at once.
3. After adding a product, the system will display the current inventory of the product, and the store can modify the quantity of the product to be added.
4. If there is a change in the order subtotal and total amount, the system will display a record of the change amount.
5. Note: Editing of add-ons/ gifts is currently not supported.
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Add custom items to the original order
1. Click Add Custom Item to add custom items to the order. The amount cannot be negative.
(Example use case: When customers need to make up the difference in freight due to adding a new product, you can add a custom item for adjustment.)
2. You can add multiple products to the order at once.
3. If there is a change in the order subtotal and total amount, the system will display a record of the change amount.
Adding a $20 "delivery cost difference" item:
Subtotal and total amount changes after clicking Save.
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Add custom discount to the original order
1. Click Add Discount to add a custom discount to an order. The amount has to be positive.
(For example: adding a "VVIP discount" for $70 off)
2. Each order can have one custom discount added to it. Remove the discount before re-adjusting the offer.
3. If there is a change in the order subtotal and total amount, the system will display a record of the amount change.
Adding a custom discount under the name of "VVIP discount":
The system will display the record of the amount of change after saving the changes. For more information, please refer to Discount Allocation.
You can decide if you want to notify your customer in this confirmation pop-up window:
3. Notes on editing order product details
- Adding add-ons or gifts is currently not supported.
- [Coming Soon] If the order is associated to a return order, the product details cannot be edited.
- The activities logs at the bottom right will display any changes in the order product details.
- The log will also record any changes in the order amount.
- Order reports, shipping-related invoices, and the order record will show the most updated numbers.
- The original order’s shipping costs, surcharges, used promotions, and used store credits will remain in the order and cannot be edited or removed.
- After the order is edited, promotions, surcharges, and shipping fees will not be recalculated, nor will the order status, payment status, and logistics status be changed automatically.
- If the order has already been invoiced, after successfully editing the order, please remember to void and reissue it to ensure that the invoice arrangement is correct.
- You can grant your staff access to this function through [Settings] > [Permission & Security] > Edit > Order Management.
- After editing the product content, please redo the shipping process and print out the new shipping label for orders to be delivered by 7-11, FamilyMart C2C/B2C pickup only and pickup COD, Tcat, FamilyMart Frozen pickup COD. This secures the correct amount receivable and the correct automated update on the order status.
- [Important] If there is a change in the order amount, please remember to collect or refund the difference.
For example, an order is selected to be paid by ECPay ATM virtual account transacting $100. After creating the order, a new product (costing $20) is added to the order. This will not change the original amount charged from the account, which means you have to collect $20 separately from the customer. Do not pay the wrong amount (i.e. $120) or you need to go through some procedures with ECPay to collect the amount.
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