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Any Solution For This - Editing Orders After Purchase Rate Topic   - - - - -

 
  • royaljam
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Posted 24 July 2018 - 05:44 PM #1

We operate several high volume websites and we are constantly running into the issue of customers wanting to change/edit their order after they place their order.

 

For example, a customer orders the incorrect item, or incorrect quantity. They then email contact us after they place the order, but the order has already shipped (we get pickups 3 times a day), so the order can not be modified after.

 

Does anyone have a solution for this? Shopify has a solution plugin (https://apps.shopify.com/orderify)

It would be nice if something like this existed for CS-Cart..



 
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Posted 24 July 2018 - 07:45 PM #2

I'd also be interested in this. It would be cool if an order could be edited, until the moment we put it on status "Packing Now" for example. Just that would already solve most issues.


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  • Darius
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Posted 25 July 2018 - 05:50 AM #3

put it to user voice and it will be considered in 6 years or so..



 
  • Takestock
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Posted 25 July 2018 - 11:09 AM #4

 

We operate several high volume websites and we are constantly running into the issue of customers wanting to change/edit their order after they place their order.

 

For example, a customer orders the incorrect item, or incorrect quantity. They then email contact us after they place the order, but the order has already shipped (we get pickups 3 times a day), so the order can not be modified after.

 

Does anyone have a solution for this? Shopify has a solution plugin (https://apps.shopify.com/orderify)

It would be nice if something like this existed for CS-Cart..

 

If you ship three times a day then allowing the customer to edit, cancel etc, Note especially as you said after it has shipped will open up a whole new world of issues.

Would it not be simpler to including instructions within the order confirmation email and a link to the customer account/orders and have them open up communication on the spicific order.

Simply put in your terms and conditions that this is the only way you will accept changes and only then if the goods have not been dispatched.

The feature you are looking for would deffinitly be a massive addition to most stores, But not everthing works in all situations.

Alan



 
  • Darius
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Posted 25 July 2018 - 11:32 AM #5

Shopify has some interesting smart upsell crosssell after sell addons.

 

For example

 

When you place order, pay it, are now in landing page, you can be offered to add something to order you just placed for good price, after you add to order you do not need to make any extra payments, it is automatically charged.

 

So in case it is possible to modify total prior to order gets marked as packing, customer could edit add, remove stuff and this would reflect on the payment in say paypal, with no need for partial refund or additional payment..

 

If you ship three times a day then allowing the customer to edit, cancel etc, Note especially as you said after it has shipped will open up a whole new world of issues.

Would it not be simpler to including instructions within the order confirmation email and a link to the customer account/orders and have them open up communication on the spicific order.

Simply put in your terms and conditions that this is the only way you will accept changes and only then if the goods have not been dispatched.

The feature you are looking for would deffinitly be a massive addition to most stores, But not everthing works in all situations.

Alan



 
  • royaljam
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Posted 25 July 2018 - 02:44 PM #6

Agree. Wish Cs-Cart had something like this. 

 

Shopify has some interesting smart upsell crosssell after sell addons.

 

For example

 

When you place order, pay it, are now in landing page, you can be offered to add something to order you just placed for good price, after you add to order you do not need to make any extra payments, it is automatically charged.

 

So in case it is possible to modify total prior to order gets marked as packing, customer could edit add, remove stuff and this would reflect on the payment in say paypal, with no need for partial refund or additional payment..



 
  • tbirnseth
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Posted 25 July 2018 - 08:56 PM #7

Agree. Wish Cs-Cart had something like this. 

 

That's more a function of the payment method being used.  I.e. if card data is tokenized then you can use that token for additional charges and/or to detete and authorization and re-authoirze before capture.

 

The vast majority of merchants here use payment methods that automatically capture funds a the time the order is placed.  Because of that, it's usually only possible to remove items from an order and issue a credit (though most cs-cart payment methods don't support that - you have to do that at the payment provider site).  Additionally (hopefully) merchants are not capturing/storing credit card details on their sites so unless the payment method supports it (like our Square Payment addon) one cannot place a new charge against a customer's card.  Generally (most payment methods) the options are to capture/void only.  Without card data (or a valid token) you can't charge again or otherwise modify the payment.

 

I believe Shopify has all payments deferred and are 'batched' later (maybe just minutes) so it's possible the payment is never really processed in real-time which could allow editing of an order.  I know Amazon works this way.


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  • remoteone
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Posted 03 September 2018 - 02:28 AM #8

For us, just allowing customer to edit an Open order would be sufficient.

Some customers dont get that they can just view cart later,  many place order expecting to be able to add and change later.

We also create orders on behalf of new customers and use a  "proforma invoice" payment method , which creates an open order.

It would be convenient allow the  customer to edit order based on Status, Payment method any even User group.

Paid orders would not be editable. Might put this on the wish list.

 


 
  • tbirnseth
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Posted 03 September 2018 - 07:18 PM #9

Should be doable (though detailed research not done) by allowing specific order statuses to be converted to a cart.  Would have to research whether a cart with an order_id on the customer side can be updated or whether a new order needs to be created.


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  • remoteone
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Posted 04 September 2018 - 02:35 AM #10

Good suggestion. Maybe an [Edit order]  button replacing [Reorder this order] for Open orders. This would convert the order to a cart and allow customer to add/remove items,  even cancel the order.

At the Very least, it could be the same basic function as already exists with some  modification:

1. For orders with  status=Open,  change [Reorder this order] button label  to [Edit order].

2. Then,  after making changes...when customer clicks [Place order] the source order is set to status: Canceled and

3. A New order is actually created.