How to change an order?

[rrw]

I know this probably has a very simple answer, but I can't find it anywhere! I have a customer who ordered the wrong color, and needs to change it. How can I amend her existing order? Or for that matter, if a customer wants to add to an order before it ships, how can I do that???

[thedancingdaisy]

I don't think you can do either. As far as change a color to an order, I think all that can be done is the administrator can add notes on the order. As far as adding to the order, I think the customer would have to place another order. You could put notes on the order adding the addition, but since the system doesn't store credit card info, you would have to go back to the customer for that.

I don't know this for sure. However, not to long ago I was attempting to split an order and I accidently deleted a portion of the order. I knew what it was so that was no big deal, but I didn't want the customer to log in and see something was not on her order, so I contacted 3dcart, and I was told that I couldn't add anything to the order other than putting notes on the order. It seems to me that although this is a different situation, it seems the same idea.

[rrw]

Wow--that is a big problem for me. Our customers (brides) frequently change their mind and need to alter/add to an order before it ships. I would really like to see this as a possible future update!

[ScribeTime]

Yes, I would like to see that also. I recently ran into this situation because a customer ordered the wrong thing. The best solution I could figure out was what was suggested by theDancingDaisy - add a note to the order.

[DCG]

I need to figure this out as well. How do you change the product in orders? I've lost some sales from customers who call back to change the product, and 3DCart doesn't let you change the product, so I had to cancel the orders. I can't believe this is not doable. This is a very basic ecommerce requirement. It is embarrasing to have to tell customers I don't have the ability to make seemingly simple changes to their order.

[Rungreen]

In defense of 3D on this one, I'm not sure many carts will let you do that. Most merchants capture the CC amount beforehand- meaning you can't simply charge more.

Our solution is to use the Stoneedge Order Manager. If you have a smaller business, the best bet is to kindly suggest to the customer to let you cancel the order and then reorder.

[ScribeTime]

As far as working with the customer on an order change, it has worked fine for us to just add a note to the order such as, "Substitute product A for B" and credited customer for $X. If there is a difference in price then either we give the customer a refund or charge their credit card for the difference. From an accounting standpoint, it may get a little tricky. But even with that we may have to go in and adjust our inventory to reflect the change in both the Admin Panel and in Quickbooks.

When we send out the shipment confirmation email, the customer also has in writing the change as shown on the Order notes section.

I would much rather have the ability to change an order via the Admin Panel - but making a few small adjustments has kept us from having to lose orders.

[cekman]

Some of this may be addressed in the upcoming release - this is from the New Release feature list that was posted a while back

Admin > Orders Print Shipping Labels (USPS, UPS, FEDEX)
Admin > Orders Add / Remove item from order
Admin > Orders RMA
Admin > Orders Virtual Terminal
Admin > Orders New unpaid status
Admin > Orders Improved Phone Order System

[thedancingdaisy]

I don't know why you would necessarly cancel an order. We just put notes in the system, although, yes it would be nice to actually be able to change it. However, it gets very tricky when there is an increase in price since cc info is not stored, we can't just charge the cc the difference. On our old shopping cart the cc was stored, so we could do this.