There are times when you may need to modify an order; for example, maybe a customer wants to make a change after completing the transaction.

You can modify an existing order by using the Modify button on an individual order page. You can modify the shipping address, billing address, shipping method, credit card information, and even add or delete items or adjust shipping, tax, or discount pricing. Modifying the order will modify the invoice that you may print and send with the order.

Note: Amex does not allow partial refunds/credits. Attempting a partial refund/credit for an order placed with an Amex card will result in an error.

Modify an order

1. Sign in to your My Services page.
2. Click the Store link.
   
3. Go to Orders.
   
4. View the specific order you wish to modify:
   • In the all-new Order Manager, click the order number in the ID column.
     
   • In classic Order Manager, enter the order number in the View field then click the View button.
     
5. Click the Modify button.
   
6. You can now edit many of the order's elements
   • Ship to - Useful when a customer decides to change the address to which the order is being shipped.
   • Bill to - Useful when the customer wishes to change the billing address, which is possible if changing credit card associated with the order.
   • Via - Changes the Shipping Method. A customer may contact you after the order and ask for Express shipping. Be sure to add the additional costs to the Shipping field.
   • Payment - Used to change the payment method type, number and expiration date. If you are using Risk Tools and require CVV information, you may wish to cancel the order and have the customer place a new order as this page does not include a field for inputting CVV information.
   • Item Information - For changing the price or quantity of an item.
   • Add - For adding additional items to the order.
   • Discount, Tax, Shipping - Useful for adjusting the price, shipping costs, or tax associated with an order.
7. Enter a brief description of your changes in the Merchant Notes field. Note: Even though this step is optional, we strongly recommend you leave a note.
   
8. Click the Done button.
   

Note: The Recalculate checkbox is selected by default.. If you modify an order, and you have also modified your tax or shipping rates (or you are using UPS Real-Time Rates), the order total will be recalculated using the latest shipping and tax rate information. This feature ensures that your orders will be charged an amount based on the latest available tax and shipping rates.

Keep in mind that modifying the order resulting in a change to the order total may lead to buyer confusion and possible result in the buyer initiating a chargeback. If you do not wish to update the order total using the latest tax and shipping rates, clear the Recalculate checkbox from the tax and shipping fields as appropriate.

Important note: When modifying orders you may need to authorize the order once more before processing the sale. Learn more about authorizations.

See Also:

• Process credit card orders
• Process orders manually
• Retrieve orders