Can someone please help:
When a customer places an order, we get notification - no problem. However when we see the order we recognise that the customer has added the incorrect quantities to complete his order.
For example, you need 4 items/parts to make a square box, the customer has only ordered 3 items, therefore he is one part short.
How do we update the finished order the customer has provided to change it from 3 items to 4 items.
Sorry if it sounds vague, but you dont seem to be able to edit the order when it comes in.
Julie, here from Shopify Support.
While there isn’t a way to edit an order in the Shopify Admin once it’s been placed, there are a couple of workarounds you can consider.
First, you can simply use an app like Edit Order by Cleverific or Edit Orders - Editify. Both of these apps all you to edit orders by adjusting quantities and adding new line items. They also allow you to send another payment request to the customer, if necessary. The only potential issues with using an app to change order information, however, is that it can break the sync of the order, meaning that refunds may not be possible from the order itself. This may be something to keep in mind if you choose to go this route.
When you're needing to edit orders, are most orders short one item, or are there cases where the customer unnecessarily ordered an extra item? If they’re typically short an item, then another workaround would be to create a draft order.
In this scenario, you would keep the existing order and fulfill it as per usual, then create a new draft order with the missing product. Once the order is created, you can easily send the customer the invoice with a link to complete the payment online. Of course, it would be a good idea to email or phone the customer beforehand to explain the situation.
If this is a common occurrence, I highly recommend checking out an app called Order Limits, which allows you to set minimum and maximum product and cart requirements. In your case, you can use this app to set a minimum requirement for a specific product; based on your example, the customer would be forced to select another item/part in order to complete their purchase, preventing them from completing their order with one part missing. Because this app would prevent the issue from happening in the first place, it sounds like it would be a great fit for you.
What kind of products are you selling? Are most products meant to be bundled?
Julie | Social Care @ Shopify
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