When a new order arrives in your eCom Back Office, it may not be ready to be processed if certain information is incorrect. For example, a customer's address has a typo in the street name. In this article, you'll learn how to edit the order to correct these details.

In this article:

• Order status and editing orders
• Modifying attributes of an order
• Alternatives to editing an order

Order status and editing orders

Your ability to edit orders depends on the order's status. The status changes depending on whether the order's invoice(s), payment(s) and/or shipment(s) have been created.

• Awaiting payment - Orders marked Awaiting payment can be fully edited if a new invoice has not already been created.

  NOTE: Lightspeed eCom will create an invoice when the order is created depending on a setting in eCom Back Office > Settings > Administration > INVOICES. To learn how to adjust this, click here.

• Ready for Shipment or Ready for Pickup - When an order is marked as paid, the status changes to Awaiting Shipment or Ready for Pickup. In this case, only the address and customer details can be edited.
• Partially Shipped or Partially Paid - When an order is marked as Partially Shipped, the billing and shipping addresses can still be edited. If you have partially shipped using a third party like Easypost or ShipStation, the address cannot be changed. Partially paid orders cannot be edited.
• Completed or Cancelled - Orders that are marked as Completed or Cancelled cannot be edited. 

Modifying attributes of an order

You can modify the following attributes in an order.

• Payment methods & cost
• Shipping methods & costs
• Products & prices
• Discount codes
• Customer information
• Billing and shipping address(es) (See IMPORTANT)

Payment methods & cost

Requirements to edit this attribute:

• The order has no created invoice.
• The order has the status Awaiting payment.

Edit payment method and cost by opening the eCom Back Office > Click Orders > Select an order to edit > in the Payment section to the right of the selected payment provider, click Edit, a pop-up box displays.

Edit the payment cost by turning on the switch on the right-hand side of the pop-up. Then enter the amount in the available field and click Done.

Edit the payment method by selecting an available payment method and click Done.

Shipping methods & costs

Requirements to edit this attribute:

• The order has no created invoice.
• The order has the status Awaiting payment or Awaiting Shipment/Pickup.

Edit the shipment method and cost by opening the eCom Back Office > Click Orders > Select an order to edit > in the Shipment section to the right of the shipment provider, click Edit, a pop-up box displays.

Edit the shipment cost by turning on the switch on the right-hand side of the pop-up. Then enter the amount in the available field and click Done.

Edit the shipment method by selecting an available shipment method and click Done.

Products & prices

Requirements to edit this attribute:

• The order has no created invoice.
• The order has the status Awaiting payment or Awaiting Shipment/Pickup.

Add products to the order by opening the eCom Back Office > Click Orders > Select an order to edit > in the top right-hand side of the Products section, click Add Product, a pop-up box displays. Locate the product(s) using the search bar and click Choose. When finished, click Close.

Edit products or change the price, quantity and manual discount by opening the eCom Back Office > Click Orders > Select an order to edit. On the right-hand side of the Products section beside the first product in the list, click the Edit button, a pop-up box displays. When you are done making changes, click Save.

Remove products from the order by opening the eCom Back Office > Click Orders > Select an order to edit > on the right-hand side of the Products section beside the product, then click the red delete button.

Discount codes

Requirements to edit this attribute:

• The order has no created invoice.
• The order has the status Awaiting payment or Awaiting Shipment/Pickup.
• To change a discount code, one must be valid and active in your eCom Back Office > Marketing > Discount codes. For more information, read Creating discount codes.

Add or edit a discount by typing the discount code into the bar or select it from the dropdown menu and clicking Apply.

Delete a discount by clicking on the red X button to the right of the Apply button.

Customer information

Requirements to edit this attribute:

• The order has no created invoice.
• The order has the status Awaiting payment or Awaiting Shipment/Pickup.

Edit customer information by opening the eCom Back Office > Click Orders > Select an order to edit. On the right-hand side of the Order below the order's billing and shipping address, click the Edit Customer button, opening the customer account screen.

NOTE: Edits to customer information only affects the customer's account. The Edit Customer button is a shortcut to the customer's account information. This can also be accessed by opening the eCom Back Office > Customers and locating the customer's name.

Billing and shipping address(es)

Requirements to edit this attribute:

• It is possible to edit the address(es) during most order statuses except for:
  • Partially paid
  • Completed
  • Cancelled

Edit the address(es) by opening the eCom Back Office > Click Orders > Select an order to edit. On the right-hand side of the Order below the order's billing and shipping address, click the Edit address button, a pop-up displays.

Make changes to the customer's billing address and shipping address by ensuring the switch in the lower right-hand side of the pop-up box is toggled on. Toggle the switch off to edit the shipping address separately.

Choose to update the customer's account information by checking Update Customer Account. When done making changes, click Save.

See IMPORTANT message below regarding editing the customer's address.

NOTES:

• If you're a Retail Omnichannel merchant, edits to the address of the order in eCom will update the shipping or billing information in Retail. 
• If you're an Onsite Omnichannel merchant, edits to the address of the order will not update the shipping or billing information. If this is required, it is recommended you follow the Alternatives to editing an order instructions. 

IMPORTANT:

We strongly recommend caution when changing the address(es) in an order. This is because changing the address(es) on an order does not automatically update shipping costs and taxes. Also shipping insurance, protection from your payment provider and address verification may not apply if the address is changed. 

For example: A customer pays $10 in shipping and $5 in taxes to ship to region A. The customer's billing address is the same as his shipping address and you have checked your payment provider's web portal and the address has been validated. Before you process the order, the customer calls and informs you he would prefer an alternate address. You know that to ship to region B, the cost is $20 in shipping and $10 in tax. If you edit the address to region B:

• The shipping total of the order will remain at $10 and the tax total will remain at $5, so your store may need to pay the difference when the order is shipped.
• Changing the billing / shipping address may not:
  • Update any protection provided by your payment provider, for example: Paypal Seller Protection.
  • Update any shipping insurance that may be associated to the order.
  • Be verified against the card holder's information.

It is therefore the merchant's responsibility to identify if a change in address is approved by the card holder, the shipment method and the payment provider.

Alternatives to editing an order

It is recommended that if you make a change that may drastically change the cost or destination of an order, that you create a new order. You can create a new order by:

• Duplicating the order and then converting the quote to an order.
• Creating a quote manually and converting the quote to an order.