Changing A Customer's Order?

Solved
Excursionist
33 0 24

@HunkyBill

 

I don't know about your shop, but my customers request order changes all the time. Changing the address in the customer list isn't what is being asked here. We should be able to change all elements on an order. I think it's absurd that this functionality doesn't exist. You might not need it, but a lot of companies do. It should be added.

5 Likes
Shopify Expert
3933 15 323

@vettedshop,

You'd know better than me. I don't run a shop. Problem is, a booked order is money in the bank. If you wanted to change an order willy nilly to cater to clients that submit and pay for errant carts, you'd have to also be able to fudge that, the money part it all, and it is highly unlikely Shopify will be rolling out the ability for Shopkeepers to do this too. 

Are there any major E-Commerce retailers that allow customers to change their orders? Be interesting to see how they handle it. 

Custom Shopify Apps built just for you! hunkybill@gmail.com http://www.resistorsoftware.com
0 Likes
Excursionist
33 0 24

Can anyone from Shopify please respond. This is a vital feature that needs to be implemented. I get many edits from customers, especially address changes, and I can't really do anything other than add a note. There's a big problem here with addresses when sending out a shipping confirmation email. The system uses the address entered in at checkout, and not what was entered into the note. So customers are freaking out thinking I sent their order to the wrong address.

Please fix this or at least respond.

3 Likes
Shopify Expert
3933 15 323

For your customers that screwed up their own address, they obviously got a hold of you to tell you they screwed up, so why is it not enough that you respond to them and placate them by saying OK, I will ship your stuff to your Correct address, don't worry?

Editing the guts of orders already in the system is hardly going to make your life easier, and it will certainly make the chances of eAnarchy breaking out much more likely. 

 

Custom Shopify Apps built just for you! hunkybill@gmail.com http://www.resistorsoftware.com
0 Likes
Shopify Partner
19 0 18

Hunkybill, well what about shipping confirmations? If you can't change the address in the system then when the customer gets the email they get worried and makes the company look incompetent!

 

Or should we warn them? Hey, btw, we're really sophisticated but our ecommerce system cant handle a simple address change.

4 Likes
Shopify Expert
3933 15 323

Hi,

I am simply pointing out, there is no option at the moment for anyone to change the billing or shipping address with the Admin, or with the API. As good a feature as you figure it to be, it is not there. If you want it, and others want it, make your case on the support forums for the feature, and see if they can accomodate that. 

I agree that it is strange in that it seems benign to simply update an address, especially when the customer alerts you that it is wrong. 

There must be some give or take here... and I am sure with enough people requesting it, it will happen.

 

Custom Shopify Apps built just for you! hunkybill@gmail.com http://www.resistorsoftware.com
0 Likes
Shopify Partner
19 0 18

I agree but you being so brash doesn't make anyone's life easier. The whole point of building a business is for it to scale. If Shopify truly wants its businesses to scale it has to create a process for order fulfillment / customer service to be done by many different individuals (i..e customer service and then the person packing the order). Let's not even get into what happens if the shop is using Amazon fulfillment/shipwire where communicating with the other person in the process is nearly impossible.

2 Likes
Shopify Expert
3933 15 323

I agree.. that is why I am currently very busy cranking out Apps that add a lot of "missing" features for Fulfillment and order management. 

I get calls all the time, and I am usually able to help by using the API to add functionality needed. 

In this case, there is nothing that anyone can do, you simply cannot edit the shipping address. 

I would think that it being 2011, most people would know by now how to checkout a cart correctly, but obviously, some boats do not float, so this is an issue.

 

Custom Shopify Apps built just for you! hunkybill@gmail.com http://www.resistorsoftware.com
0 Likes
Shopify Expert
333 0 1

If I can wade in here:

It's also a popular misconception that a product must scale with the business. Yes, Shopify does want you to grow. Of that I am 100% sure of.

But as your business grows, and your individual needs change, you will eventually outgrow the product in question. In fact, I think Shopify would be proud to know that some of their clients have grown to such extent off their platform!

But if Shopify had to develop every feature request in to their product for the 5% - 10% who outgrow them, we'd end up with a Magento: messy, difficult to use and a pig to host.

If the request is something that's needed by the community as a whole, then the correct channel is to submit it through the support section, not a community forum.

And I don't want to sound patronizing by saying this: when we sign up to a product, we do so with full knowledge of the product's capabilities & features. In the case of Shopify who provide a 30 day free trial, this applies even more.

After all (I've used this analogy before...) you don't buy a Ferrari and then start complaining because the car doesn't have a big trunk, or it's bad at off-roading, or it can't tow a caravan.

Again, not meant to be a snipe at anyone specific, but merely a general observation.

Kindest,

Gerhard

MarketBrain- the leading Shopify reporting system. | http://apps.shopify.com/marketbrain | http://www.marketbrain.net | http://www.twitter.com/rocketdesk | LONDON, UNITED KINGDOM
0 Likes
Excursionist
33 0 24

@HunkyBill

 

Yes, I already let them know that I will ship to the new address, but the issue is with the shipping confirmation email. And as for making a case, I think this thread is making the case for it. It's clear that we need the ability to edit orders.

0 Likes