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Modifying orders for customers

Making changes in the grace period​

You can update shipping info and swap products based on customer requests when the order is in the grace period.

Editing shipping information in the grace period​

Permission required
This action can be performed by users with the Edit shipping permission.
note

Working on an On Hold order? See Fixing a Shipping Address Error .

If configured for your business, you can edit shipping information for an order only during the grace period. At this point, the order is still Pending and is not being routed to a fulfillment location. The Activity displayed when you click the item status shows if the item is already being routed.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable shipping info updates, see Enabling updates to shipping info .

To give you enough time to update the shipping information for the order, the grace period configured for your business is extended for 15 minutes, each time you click Edit Shipping Info.

On the Sales > Orders page, click the order ID for which you want to update shipping information and click Edit Shipping Info.

To edit the shipping address:

  1. Click Edit in the Shipping address section.
  2. On the Edit Shipping Address page, enter the new address or choose a suggested address option displayed to you, to fill in the address and ZIP code automatically. The shipping provider may not be able to offer the original shipping option for the changed address.

To choose a shipping option for the address you updated, click the Shipping Option button on the Edit Shipping Address page.

To only update the shipping option:

  1. Click Edit in the Shipping option section.

  2. Choose a new shipping option. The cost displayed against each option is only to help you make an informed decision for the order. The difference in the shipping costs is not charged to the customer.

    note

    You can only choose one shipping option for the order even if delivery for items in the order is split.

  3. Click Overview to review the updates you made to the shipping address and shipping option.

  4. Enter any additional information that might be helpful. For example, the reason the customer requested the change.

  5. Click Submit.

The invoice shipped with the order is updated but the sales receipt for the order will contain the address specified when the order was placed. The changed address is added to the customer's profile. The Timeline displays the original address and shipping option and the order details in the left pane displays the changed address and shipping option.

Swapping products in the grace period​

Permission required
This action can be performed by users with the Swap product permission.
note

Working on an On Hold order? See Managing On Hold orders with insufficient inventory .

When a customer requests a swap, you can make this change only if the order is in the grace period, and the order is not already being routed. The order status is Pending.

You cannot add or remove products from an order during the swap. Enabling users to swap products in an order is a business decision. To enable this feature for your business, contact the support team.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable swap, see Enabling swaps during grace period .

You can swap a product for any other available product without restrictions. However, if the new product in the swap:

  • costs more than the original product, your business absorbs the cost.
  • costs less than the original product, the customer absorbs the cost.

To swap a product in an order:

  1. On the Order details page, place your cursor near the price of the product.
  2. Click Swap product. The Swap product button is not displayed if the order has already been routed.
  3. In the Swap product view, type the new SKU for the product that you want to swap with the original product. To check if there is enough stock for the product, see Monitoring stock levels .
  4. Choose the reason for the swap.

To see the activity for the product, on the Order details page, click Pending. The swap activity, the swapped product SKUs, and the swap reason are displayed. If you swap a product multiple times, the activity displays all the swaps and the associated reasons.

The Payment section for the order displays payment information for the original product in the order and does not display the recalculated price for the swapped product. For example, if the original product for USD 50 was swapped for a product that costs USD 75, the price and payment information still displays USD 50. However, customer notifications, the invoice and other financial documents reflect the updated order with the swapped product.

Refunding orders or items in an order​

Permission required
This action can be performed by users with the Issue refunds permission.

You can partially or completely refund orders or items in an order. For example, you can issue a refund for a returned item or offer an appeasement for an item that is damaged, to a customer.

Technical configuration
The following section involves working with technical configurations and APIs. Contact your IT support team for more information.

To enable refunds or appeasements for individual items in an order, see Enabling order item refunds .

Important

  • For countries where fiscal regulations apply, NewStore does not support appeasement refunds that are part of in-store orders.

  • For offline orders , refunds can only be made via cash or gift cards.

  • When you have enabled the feature to refund individual items within an order , the new Refund screen appears in NOM.

    However, when the feature is disabled, or for orders where a refund, appeasement, or return was started for the customer before the feature was enabled, you will still see the old Refund screen in NOM.

To refund a customer:

  1. Go to the Sales tab and open a completed order.

  2. Click Refund.

  3. In the Refund Items window, select the item(s) that you want to process refunds for.

    note

    Select all the items to refund the whole order.

  4. You can specify a fixed amount to refund to the customer or specify a percentage value to calculate the refund amount as a percentage of the total value of the item(s).

    note

    • If you have selected all of the items in the order, the percentage value for the refund is applied to all items in the order.

    • If needed, you can also select and refund the shipping costs for the order as an appeasement for the customer.

    • To specify a fixed amount refund to appease the customer, select Exact value and specify the amount you want to refund to the customer.

      If you have selected more than 1 item to appease, the amount is prorated and distributed across the price of the items.

      For example, if you chose to provide an appeasement of $50 on 2 items in an order (a $10 bag and a $100 shirt), NewStore applies a $5 appeasement on the bag and a $45 appeasement on the shirt.

    • To specify a percentage amount of the value of the item(s), select Percentage and specify the percentage value you want to refund to the customer.

      If you have selected more than 1 item to appease, the percentage amount is applied to all the items.

    NewStore does not recalculate or change taxes levied on an order when performing refunds to appease customers.

  5. Select a reason for the refund.

  6. (Optional) Add notes to explain the reason for the refund.

  7. (Optional) Enter the email of the customer.

    After the refund is successfully processed, the customer is notified by email.

  8. Click Refund. The refund is processed using the payment strategy configured based on the refund policy for your business in NewStore. For example, your payment strategy might be set to allow refunds to the original payment method first and to other credit cards or to a gift card.

    For offline orders, there is no reference to the original payment method in NewStore. You can only issue cash or a gift card to refund the customer, even if the order was paid for via credit card.

After the refund is processed by the payment service provider, the payment status and details for both refunds for returns and for appeasements are displayed in the Payments section. See Payment status .

Important

The status of refund or appeasements completed for individual items in an order are displayed in the Refund Payments window when you want to refund other items in the same order.

For example, if there are 2 items in an order, and you process a 100% refund for the first item, the first item is disabled for refund when you start the refund process for the second item in the order.

Details of refunds for returns are displayed in the Timeline on the order details page, and in the Activity when you click the item status. However, details of appeasements are only displayed in the Timeline on the order details page.

note

Sometimes an appeasement might be approved before the payment is captured for the order. For example, when the product has not been shipped yet and an appeasement has been issued. Check the order Timeline. The appeasement refund is displayed as Pending until sufficient payment has been captured for the order. When subsequent appeasements are requested for the order, the Pending appeasements are included in the Previously refunded total.

Canceling an order​

Permission required
This action can be performed by users with the Cancel store orders permission.
Permission required
This action can be performed by users with the Cancel DC orders permission.

You can only cancel orders, if they haven't been shipped . For example, an order can be canceled when:

  • Its status is between Routing and Awaiting Pickup
  • It is in grace period, or On Hold or being routed to a store.

By default, an order cannot be canceled if its status is Shipped or Out for delivery.

Orders fulfilled by a DC​

If you use a distribution center and want to enable order cancelation, contact the support team.

Before canceling an order fulfilled by a DC, get in touch with the DC to ensure that the order or parts of it are not already shipped or about to be shipped. NewStore doesn't manage orders fulfilled by a DC.

This action can be performed by users with the Cancel orders fulfilled in a distribution center permission .

To cancel an order:

  1. Click an Order ID. The details of an order are displayed.

  2. Click Cancel Order.

    In case the order was routed to a distribution center or is in status Packing, Printing or Awaiting Pickup, an order confirmation view appears. Read it and click Continue if you want to proceed.

  3. In the Order Cancellation view, provide a reason and click Submit cancellation.

    This action is irreversible and any shipment or rejection updates will not change the status of the order. If any shipments have been booked, they are canceled too.

The order is canceled and the reason is displayed in the product's details. The amount for the canceled item is automatically refunded to the original payment method used to pay for the item.

Printing order-related documents​

Open the order detail page or the shipment information and depending on the status of the order, you can download and print the following PDF documents:

  • Exchange receipt
  • Invoice
  • Packing slip
  • Refund note
  • Return form
  • Return label
  • Return receipt
  • Sales receipt
  • Shipping label
  • In-store pickup label
note

You need a PDF reader to open the documents.

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