If an order is still within your business remorse period, the order details can still be amended.

Note: Be aware of cases in which the item was initially available at the time of placing an order, but later before order amendment, the item became unavailable (for example, because the SKU has been deactivated). In these cases, the item is removed from the shopper’s cart.

For more information, in Using Oracle Commerce Cloud, see the Deactivate SKUs section.

To amend an order:

  1. Complete an order search, and select the appropriate order. The Order status is Submitted to Fulfillment. The Order Details page appears.

    If the Cancel Order and Edit Order buttons appear at the top of the page, the order is still within the remorse period. If the order is outside the remorse period, the customer then may want to start a Return or Exchange Order.

  2. Click Edit Order. The order, shipping, and payment details are now enabled. Because the actions for editing/amending an order are similar, see Create new orders for more information.

    • If the order includes add-on items (additional items purchased to enhance or modify a base item for sale, for example, warranties and monogramming), deleting the base item also deletes the associated add-on.

    • When paying for the added charges of the amended order, you can accept a gift card, the same credit/debit card from the original order, or a different credit/debit card, or an invoice (purchase order) if the original order was paid for using an invoice. The invoice payment option feature may not be enabled in your environment.

      Credit/debit card details must be collected from the shopper and entered manually even if the same credit/debit card is used for payment.

      In the single payment mode, only a single credit/debit card can be used for payment processing, while multiple gift cards can be used. The shopper can choose to switch to multiple payments mode if desired. For more information, see the Understand single and multiple payments section.

      Once a credit card is used, the invoice payment option is no longer available. If during order amendment, the order amount changes and the shopper wants to use a credit card instead of the original invoice, the credit card must be used for the full amount in single payment mode. If the shopper wants to combine credit cards with invoices, switch to multiple payments mode. The invoice payment option feature may not be enabled in your environment.

    • An agent cannot use PayPal as a payment option for added charges, because PayPal requires a shopper’s user ID and password.

    • In cases where the shopper has used PayU Latam, see the Understand PayU Latam use section for more information.

  3. If your business uses a system that externally prices items (for example, with shoppers bidding on items), make changes to the quantity as you would with any other included item. However, shoppers may also include items beyond the number of externally-priced items. Notes are provided explaining the quantities covered by the external price. Anything beyond that quantity are priced at list price. For example, up to 5 items listed at the external price of $90.00, with each additional item listed at the list price of $100.00.

    You cannot add an item and give it an external price. However, if the item appears in the shopper’s order with an external price, you can change the quantity to reflect the shopper’s request.

    Note: When dealing with externally-priced items included in the Order Items section, use extreme caution with the Delete Product button located to the right of the quantity field. If you delete a product from the order using external pricing, there is no way to recover the product.

  4. If the environment has been set up for agent supervisors to complete item price overrides during order editing/amending, a pencil icon appears to the right of the item.

    • Click the pencil icon to display the Price Override dialog.

    • Enter the corrected price in the Subtotal field.

    • Select a reason from the menu.

    • Click Save. The original price is lined out and the new price appears below the original price.

    Once the order is placed, on the order details page, an information icon provides details about the person who made the change as well as the reason.

  5. Once you complete your amendments—adding, deleting, or editing details, or adding notes to the order—click Place Order. The amended order takes the place of the previous order. The Order Number remains the same.

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