Changing orders

Use HCL 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. You 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 by 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 you 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, you can adjust the price or shipping charge. For more information see:
  3. Table 1. Limitations of subscriptions and recurring orders in HCL Commerce Accelerator
    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