Modifying an order in the CSR tool

The Customer Service Representative (CSR) can use the CSR tool to modify an order placed by the shopper on a B2B or B2C store using the following steps. This feature only supports the non-ATP model by default.

Note: The Modify order feature is enabled for non-headless stores from HCL Commerce version 9.1.13.0 onwards.

About this task

The CSR can perform the following actions to modify order

Change shipping address
Update the order item quantity
Delete the order items
Add items to the Order Items list

Procedure

Open the CSR tool.
Choose the relevant B2B or B2C store.
In the order management section, click the Order Search button.
Enter the relevant details and click the Search button.
A list of orders matching the search criteria appears.
Click the order you wish to modify.
Click the Modify Order button.
The order details such as order item, shipping address, order status, order quantity, per item cost and order total appear along with the comments widget. The order summary is displayed on the right-hand side of the screen.
Note: You can only modify orders which are in Submitted (I) or Approved (M) status.
Do any of the following actions you wish to execute for the selected order:
- Change shipping address:
  1. Click the Edit address icon beside the corresponding order item to change the shipping address for that order.
  2. Choose an existing address by clicking the Select an existing address from the Address Book check-box or click the Change Address button to enter the relevant details of a new address.
    Note:
    
    The application automatically fills the available details which are editable.
    
    In case you had selected the B2B store and if the selected contract does not allow the selection of customer's personal address details then the Select an existing address from the Address Book check-box will be disabled.
    
    The changes made in the Modify Order screen are only collected in the user interface and are not stored in the database.
- Update the order item quantity: You can increase or decrease the order quantity. The total cost of the changes made in order item quantities are displayed in real-time.
- Delete the order items:
  - In case of a B2B store, if you choose to delete an order item, the order-status changes to Pending and is sent for further approval. Once approved, the item is removed from the order item list.
  - For B2C store, a deletion of order item does not require any additional approval and the changes are reflected once the order is reconciled.
- Add items to the Order Items list: For more information see, Adding an item to an order items list
Note: The changes made in the Modify Order screen are only collected in user interface and are not stored in the database.
Click the Apply Changes button on the right-hand side of the screen.
The system displays a confirmation pop-up.
Click the Yes button.
- The newly added item is added to the Order Item list and the status is set as Pending Approval. The new item will be added to the system once the request is approved.
- The billing details under the order number on the top-right side of the screen, will be updated and the application displays the final amount to be charged for that order number.
Select the payment method by clicking the Use original payment method check-box.
- This selects the payment method opted by the shopper while placing the order.
- To select a new payment method, click the Use original payment method to uncheck the tick-box and select a payment method from the Payment Method drop-down box.
  Note: If you choose a new payment method then the system prompts you to select the billing address again.
- In case the newly modified order includes a refund, then the application will not allow any other payment method except the original payment method selected by the shopper while placing the order.
To finalize your changes click the Reconcile Payment button on the right-hand side of the screen.
In case you wish to re-modify the order then click the Revert button and modify the relevant fields.

The application displays a pop-up for confirmation.
Click the Yes button.

Results

The order is successfully modified and all the actions performed by the CSR during the modification process is registered in the comment section on the Modify Order page.

Note:

You cannot modify an order once the payment is approved by the shopper.
If order approval is enabled fro a B2B store and the total order value is greater than the approval limit, then an additional approval is required.
The components such as sales tax, shipping charges, and promotion amount will be recalculated based on the newly modified subtotal.