Order changes appear incorrectly

SeanHank
Tourist
6 0 1

After an order is changed it appear incorrectly on the customer's side of thing when they are logged in.

 

For example, if they ordered a table that is $100 and 42" round and they change to a 48" round table that is $150, after the order is changed and the customer logs in to see their order, they now see 2 tables and the amount of their order is $250. 

 

On the admin side when we view the order status page, it only shows 1 table in the correct size and shows the correct amount.

 

How can we make it so the customer sees the order correctly after the change and sees what we see?

Replies 10 (10)

Erin
Shopify Staff
1032 134 165

Hi, there! Are you able to clarify how order changes are being made? Is your customer making the changes on their end or are you doing this on your end? Are you using any apps to assist with this? We'd need to see more details from your account in order to review what's happening and help further. In this case I'd recommend you reach out to our support team through the Help Center here so we can take a closer look at it with you.

Erin | Shopify 
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SeanHank
Tourist
6 0 1
Hi Erin,

Attached are some screenshots. I labeled what each are.

We change the order on our side of things. We remove one table and then add
the correct table. When we click on the view the order status page on the
back end and go to that page the change shows perfectly clear. It has the
item it was changed to and the new pricing, but when the customer logs into
their account they do not see it that way. They see two tables and double
the price. I attached what they see as well.

Thanks for your help!

-Sean

Shay
Shopify Staff
2968 460 609

Hi @SeanHank 

 

It looks like the images didn't come through. This can happen sometimes. You can upload the images into your store admin under Content > Files and share the URLs here or embed them into your reply using the camera icon.

Shay | Social Care @ Shopify 
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SeanHank
Tourist
6 0 1

Shopify Back End.jpg

 

What We See.jpgWhat the customer sees when logged in.jpg

 

 Instead of it just showing 1 table on the customers side of things, it looks like they are getting 2 items and is twice the price.

Victor
Shopify Staff
2535 232 539

Hi @SeanHank,

 

Right, thank you. We appreciate you sharing those with us. I've taken a look and I don't believe this to be expected behaviour. I'd recommend contacting our support team directly about this so that we can authenticate you on your account and try to replicate this on our end. We can then escalate this to our technical department for further review if needed.

Victor | Social Care @ Shopify 
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SeanHank
Tourist
6 0 1
Hi Victor,

You send a link for contacting our support team directly
<> but what do I click on after that when I get to
the page?
Victor
Shopify Staff
2535 232 539

Hi @SeanHank,

 

When you're on the page you can speak with the chatbot and ask to be connected to a member of support. You should then be given a link to start a live chat with our support team. If you're having issues please contact our social media support team on X or Facebook.

Victor | Social Care @ Shopify 
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SeanHank
Tourist
6 0 1
Hi Victor,

You sent a link for contacting our support team directly
<> but what do I click on after that when I get to
the page?

Shay
Shopify Staff
2968 460 609

To access our authenticated support, please follow this link: Shopify Help Center. Open the AI chat window and type "contact support" to get connected. -Shay

Shay | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

guyv
Trailblazer
247 0 67

Hi @SeanHank 

Were you able to resolve this issue with Shopify Customer Support? I have the same issue.

Thanks, Guy