Adjusting order for customer

New Member
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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.

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Shopify Staff
Shopify Staff
126 14 20

Hi, @LesB!

 

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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New Member
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Ji Julie,

Thank you for your reply and assistance.



I may look at one of the order apps as a solution. We have more wrong
orders from customers than we do credits or refunds required, so this is not
a problem.



We manufacture canvas stretcher bars (for picture frames)
www.eternamedia.co.uk . We have different
profiles (shapes) but can manufacture any length from 200mm to 6000mm in
increments of 1mm.



The customers (framing shops) can purchase a number of different lengths, so
without thinking they may just place an order for 6 of one size and 4 of
another size to make a couple of rectangular frames. As I said, you need 2
bars running north to south and 2 bars running east to west to make the
frame. In this case, they will be able to assemble 2.5 frames. The will
also have 2 bars spare ? Now in some cases the customer may have some old
bars in stock that they are joining up with, but in others (mostly) , they
haven't thought it through and either require we reduce the quantity of one
size or increase the other.

This is a very basic example, but in some cases there are a number of
different size picture frames the customer need and when collating the
sizes, they sometimes get quantities wrong.



The issue is normally with the smaller customers with individual frames.
Our larger customers order in the thousands so we send out on pallets.



Cheers

LesB


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