Change orders

Use WebSphere Commerce Accelerator to change order details such as the quantity of products, or the total price. For stores that use ATP inventory, an order can be edited only after some items are released to fulfillment. Only items that are back ordered, and not released to fulfillment can be edited. We can change orders on behalf of customers only if the customer was the original creator of the order and has access to the order.

• When a Customer Service Representative (CSR) searches for an order to change using the Find Orders menu option, the change is made on behalf of the customer who created the order.

• When a Customer Service Representative searches for an order by first searching for the customer, then clicking Orders, the change is made on behalf of the customer selected. The customer might not be the one who created the order.

• If the customer who requests the order change does not have access to the order, the operation fails and an error message is displayed.

Notes:

1. A CSR is allowed to change the order only after all the outstanding payment actions are executed. If any outstanding payment actions are not executed, the 'change order' pauses while the system executes those payment actions, which force the CSR to wait. If a change order is initiated, the outstanding payment actions are given high priority and processed immediately, while the CSR waits.

2. Changes that we make to an order do not affect order items in states R, S, G, or H. Your changes apply to order items that are editable (not R, S, G, or H). However, charges that apply to the order (discounts, shipping charges and taxes) are recalculated based on current time when you edit the order. For example, you apply a fixed amount discount of $10. One order item ships and the customer receives a $5 adjustment. Then, you edit the order and the $10 fixed amount discount is reapplied. To compensate the customer, we can adjust the price or shipping charge. For more information see:

   • Negotiated pricing

   • Editing an order level adjustment

3. 	Recurring Order	Subscriptions
   Parent order	Not viewable, editable, or modifiable	Viewable, editable, and modifiable
   Child order	Viewable, editable, and modifiable	Not viewable, editable, or modifiable

See

• Changing the quantity of products in an order
  

• Changing the purchase order number for an order in a B2B store
  

• Adding a product to an order
  

• Removing a product from an order
  

• Selecting another shipping address for an order
  

• Selecting another shipping method for an order
  

• Changing the total price of an order
  

• Editing an order level adjustment
  

• Changing the payment options for an order
  

• Selecting another billing address for an order
  

• Adding a comment to an order
  

• Viewing comments added to an order
  

• Viewing an order summary
  

• Printing an order summary
  

• Viewing the payment status for an order
  

• Viewing the status of an order
  

• Viewing invoices for an order
  

Related concepts
Order management

Related tasks
Creating an order for a registered customer