When a new order is placed on your eCom store, it may not be able to be processed immediately if some information is missing or incorrect, such as a typo in the customer address. You may need to edit order information before it can be processed.

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, payment and/or shipment has been created.

• Awaiting payment: Order may be fully edited if a new invoice has not already been created. eCom will create an invoice when the order is created depending on invoice settings. To update invoice settings, refer to our Preventing automatic invoices article.
• Ready for Shipment or Ready for Pickup: Only the address and customer detais can be edited, as order is already paid.
• Partially Shipped: The billing and shipping addresses of the order can still be edited. If you have partially shipped using a third party like Easypost or ShipStation, the address cannot be changed.
• Partially Paid: Order cannot be edited.
• Completed or Cancelled: Order cannot be edited. 

Modifying attributes of an order

You can modify the following attributes in an order provided the order is able to be edited:

Payment methods and cost

You can edit payment method and cost if the order has no created invoice and the order status is Awaiting payment.

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. In the Payment section, click Edit.
4. In the dialogue box, click the toggle to enable payment cost editing.
5. Enter the new cost in the field.
6. Click Done.

You can also edit the payment method by selecting any of the available ones and selecting Done.

Shipping methods and cost

You can edit shipping method and cost if the order status is Awaiting payment or Awaiting Shipment/Pickup.

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. In the shipment section, click Edit.
4. In the dialogue box, click the toggle to enable shipping cost editing.
5. Enter the new cost in the field.
6. Click Done.

You can also edit the shipment method by selecting any of the available ones and selecting Done.

Products and prices

You can edit the products and prices if the order has no created invoice and the order status is Awaiting payment or Awaiting Shipment/Pickup.

Adding products

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. Click Add Product.
4. In the dialogue box, locate the products using the search bar.
5. Select Choose beside the products you wish to add.
6. Click Close.

Removing products

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. Click the delete button next to the product title you wish to delete.

Editing products and prices

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. Click Edit beside the first product in the list.
4. Make the desired changes by editing the corresponding fields in the pop-up.
5. Click Save.

Discount codes

You can edit discount codes if the order has no created invoice and the order status is Awaiting payment or Awaiting Shipment/Pickup. The discount code must be valid and active to be applied. For more information, refer to our Creating discount codes article.

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. In the discount bar under the product list, enter the discount code or select it from the drop-down menu.
4. Click Apply.

To delete a discount from the order, click the red X button.

Customer information

You can edit customer information if the order has no created invoice and the order status is Awaiting payment or Awaiting Shipment/Pickup.

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. Click Edit Customer to open the customer account screen.
4. Make changes to the customer information as needed.

   Customer information that is changed in an order is also refelcted in the customer's profile in eCom.

5. Click Save.

Billing and shipping address

You can edit this attribute if the order status is not set to Partially paid, Completed or Cancelled. If your eCom account is connected to Retail POS, edits to the address of the order in eCom will update the shipping or billing information for that customer in Retail.

1. Navigate to Orders.
2. Select the order number of the order you wish to edit.
3. Click Edit address.
4. When billing and shipping addresses are the same, make sure the switch at the bottom right of the pop-up is toggled on. Toggle the switch off to edit the shipping address separately.
5. Click Update customer account.
6. Click Save.

Edit customer address information.

Alternatives to editing an order

If you make a change that drastically changes the cost or destination of an order, we recommend creating a new order and deleting the original. To do this, you first create a quote and then manually convert it to an order. For detailed instructions, refer to the steps in our Creating a quote article.