WRONG – How to Modify an Oder (Split, Combine, etc.)

The following outlines how to modify a customer’s order if they have a problem with it. It may be for any of the following reasons:

• The product is out of stock and they wish to change to a different product
• The customer wishes to cancel an item
• The customer wishes to add a new item to the order

1. Locate the order in BigCommerce
2. Click “Edit Order”
   • See Fig. 1
3. Make the appropriate edits to the order
   • Add product
   • Remove product
   • Add a freight amount
     • Shipping should not be edited, but make any shipping cost adjustments by using the “Freight” product.
   • Update product qty
4. Click next to the payment screen. Here you will issue any refund OR collect any additional balance due.
5. Once done click on notes and add notes outlining what you’ve done. Be sure to include all action AND what the difference in dollar amount is. There should be a significant amount of notes on ALL modifications clearly outlining 100% of the changes that were made
6. Go to ShipWorks locate the order number and delete it.
   • Check the box next to the order
   • Click Delete
   • See Fig. 2
7. Now download the order from the appropriate store while you still have the order number in search.
   • See Fig. 3
8. Right-click on the newly downloaded order and print “Pick Lists – SW Product DB”
   • See Fig. 4
9. On the old picklist write “MODIFIED ORDER DO NOT FILL” large across the top and staple the new picklist on top of it. Deliver to the warehouse for fulfillment.
10. Ask your supervisor if you have any questions.

Fig. 1

Fig. 2

Fig. 3

Fig. 4

Last Updated on August 5, 2024 by Adam