Operate > WebSphere Commerce Accelerator > Order management
Changing orders
Use the WebSphere Commerce Accelerator to change order details such as the quantity of products, or the total price. For stores using ATP inventory, an order can be edited only after some items are released to fulfillment. That is, only items which are backordered, 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 using the Find Orders menu option, the change will be made on behalf of the customer who created the order.
- When the Customer Service Representative searches for an order by first searching for the customer, then clicking Orders from the list of customers, the change will be on behalf of the customer selected, and this might not be the customer who created the order.
- If the customer requesting the order change does not have access to the order, the operation fails and an error message is displayed.
Notes:
- A CSR is allowed to change the order only after all the outstanding payment actions are executed. If there are any outstanding payment actions that have not yet been executed, the 'change order' will pause while the system executes those payment actions, and hence the CSR will be forced to wait. Note that if a change order is initiated, the outstanding payment actions are given high priority and are processed immediately, while the CSR waits.
- 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 off discount of $10. One order item ships and the customer receives a $5 adjustment. Subsequently, you edit the order, the $10 fixed amount discount is reapplied.
To compensate the customer, you can adjust the price or shipping charge. See:
- Changing the quantity of products in an order
Use the WebSphere Commerce Accelerator to change the quantity of products in an order (for example, if a customer requests a purchase of two books, instead of one). Changing the quantity can affect discounts (such as promotions) and might require payment to be authorized again. This could also result in the order amount being changed, which in turn leads to changes to the payment method.
- Changing the purchase order number for an order in a B2B direct store
Use the WebSphere Commerce Accelerator to change the purchase order number for an order in a B2B Direct Store.
- Add a product to an order
Use WebSphere Commerce Accelerator to add a product to an existing order that has not been shipped.
- Remove a product from an order
Use the WebSphere Commerce Accelerator to remove a product from an existing order that has not been shipped. Removing a product from an order can affect discounts (such as promotions) and might require payment to be authorized again.
- Select another shipping address for an order
If the customer did not specify a shipping address or method when the order was created, but wants to specify an address now, follow these steps. For example, software downloaded from the Internet does not require a shipping address; however, if the customer requests that a CD-ROM be delivered instead, then a shipping address is required. Depending on the terms stipulated in the customer's contract, you might not have the authority to change the shipping address for the order, or create a new one. If this is the case, then the information presented on this page is read-only.
- Select another shipping method for an order
If the customer did not specify a shipping address or method when the order was created, but wants to specify a method now, follow the steps below. For example, software downloaded from the Internet does not require a shipping method; however, if the customer requests that a CD-ROM be delivered instead, then a shipping method is required. You can select a different shipping method (a combination of the carrier name and a service offered by the shipping company, such as ABC Shipping Company, Overnight Service) from the one that was specified when the order was created.
- Changing the total price of an order
Use the WebSphere Commerce Accelerator to change the total price of an order (to compensate a customer for a delay in delivering an order, for example) or to change the shipping charges.
- Edit an order level adjustment
Administrators with roles of either a CSR, CSR Supervisor, Seller (Merchant), Operations Manager or Logistics Manager can edit the adjustments applied to an order.
- Changing the payment options for an order
To change the payment option for an order, such as adding, removing or changing a payment method:
- Select another billing address for an order
Use the WebSphere Commerce Accelerator to select a different billing address for a customer order than the one specified when the order was created. Depending on the terms stipulated in the customer's contract, you might not have the authority to change the billing address for the order, or create a new one. If this is the case, then the information about the Billing Address page is read-only.
- Add a comment to an order
Use the WebSphere Commerce Accelerator to add a comment to a customer order.
- Changing payment processing for an order
This topic describes how to change payment processing using the WebSphere Commerce Payments user interface. If you are using the payment plug-in controller, this information does not apply.
- Process payment for an order
To process online payment for a customer order, use WebSphere Commerce Payments. Processing includes approving, depositing, settling, and finding. When you use payment plug-ins (except WCPayment plug-in) or payment plug-in controller, you do not need to use WebSphere Commerce Payments.
- View comments added to an order
Use WebSphere Commerce Accelerator to view the comments added to an existing order.
- View an order summary
Use the WebSphere Commerce Accelerator to view a summary of an order.
- Print an order summary
Use the WebSphere Commerce Accelerator to print a summary of an order, including products ordered, billing and shipping addresses, shipping and payment options, and any comments and price adjustments.
- View the payment status for an order
Use the WebSphere Commerce Accelerator to view the payment status for an order.
- View the status of an order
Registered customers can view the order status of their own orders, while the Customer Service Representative can view the status of all orders.
- View invoices for an order
Use WebSphere Commerce Accelerator to view invoices associated with an order.
Related concepts
Related tasks
Create an order for a registered customer