Modify Sales Orders

A Customer Service Representative (CSR) can modify order items or the overall sales order using Customer Service Center. On the order item level, actions include returns, cancellations, even swaps, exchanges, or price changes. On the sales order level, actions include price adjustments, changes to the payment method, shipping or billing address, or even canceling a shipping order. Some common order scenarios are described to help you plan and manage your customer service workflows.

Important: Line item actions are not available when an order is in the waiting fulfillment workflow state.
Note: When working with existing orders, pricing calculations can be complex. For some examples of pricing calculations related to common order actions, see Understanding Order Actions.
  1. In Order Management Customer Service Center, search for an order.
  2. Click the order ID.
  3. On the Order Details page, depending on the status of the order and its associated shipping orders and return orders, you can edit the order.
    • Add items to the order
    • Edit order items
    • Apply an order-level appeasement
    • Reship item in an order
    • Cancel a shipping order
    • Perform an even-swap for item variations
    • Collect payment for balances due
    • Edit or add customer payment methods
    On the Order Details page, you can perform functions such as creating an order, suspending and resuming an order, sending an email, or adding an activity.
  4. To add an item to the order, click Add Item (on the top of the page).
    This button appears if enabled for the Customer Service user.
    1. On the Add Item page, enter the item code or keyword in the field and click Search.
      If a matching item is found, the Item detail window opens for the item. For multiple matching items, for example, if you enter computers, the list of matching items appears.
    2. Click the Read More link.
      On the Product details window, you can view image and price details and inventory information (on hold, on hand, or out of stock).
    3. From this page, you can increase the item quantity by entering a new number and clicking Add.
  5. To change the details (quantity, price, appeasements), modify shipping addresses, process even swaps, and cancel or return itemsSelect from an item's Choose Action list .

    These actions can be performed only before the order is allocated, or after the order has been closed. Order items can't be modified in Customer Service Center while an order is in the waiting fulfillment state. When you apply an appeasement, price change, or edit to an item, the behavior differs based on the status of the order.

    Note the following when editing an item:

    • When a unit price is changed before allocation, the changed unit price (and product tax, if applicable) is visible for the item.
    • Order item quantity shows a list of available quantity from zero up to the original quantity value. An error message appears if the CSR enters a quantity higher than the original value.
    • Zero values are valid in all editable item fields.
    • If the Clonable option is set for the custom attribute, then you can copy an item's attributes when applying an even swap or reshipment.

    If you hover over the '...' in the Unit Values field, the cost breakdown appears. It shows the Extended Price, Shipping, Handling, Item Price Adjustment, Order Price Adjustment, and corresponding tax amounts.

    Note: The order's price adjustment amount is prorated for that item.

    If you hover over the () icon for the item, the Invoice History window for that item appears. It shows the date, type (credit memo or invoice), item ID, quantity, prices, price adjustments, shipping, handling, tax, and the total cost for the item. For orders using the gross tax policy, the gross unit price of the item includes the tax amount. The item and order-level price adjustments on the Invoice History window are read-only.

    If you hover over the shipping package icon () for the item, the shipping details appear. They include the shipping status, quantity shipped, the date of the shipment, and the shipping method.

    Note: Returns only occur once the item has been shipped and received by the customer.
  6. To cancel or return an item:
    If the Customer Service provider setting, Order Edit Unapproved Allow Component Retention, is set to true, then you can refund the shipping or handling when canceling an item from an unapproved order.
    1. Click Cancel in the Choose Action list.
      If the item has not yet been shipped, then it is canceled from the order. If it has been shipped, a return is created.
    2. Select a reason code.
    3. Select the quantity of the item to cancel from the order from the Quantity list.
    4. Click Calculate.
      Fees such as shipping and handling are reduced proportionally to the value of the canceled order items. For example, canceling an item whose price is 25% of the subtotal also reduces the Shipping and Handling charges by 25%. Any other change to fees must be performed manually.
  7. To change an item price:
    In Customer Service Center, adjustments to prices can be made at the item level by applying an appeasement to that item. Any price adjustments received from Salesforce B2C Commerce appear with a description of the adjustment for that item. Price adjustments can't be modified in Customer Service. Changes to price adjustments can only be made in the Administration module. See Order Details.

    For orders using net taxation, a reminder note appears indicating that the tax difference is automatically included when doing edits, appeasements, or price changes to items.

    1. In the Items section, select Price Change from the Action list.
      The new unit price can't be greater than the existing unit price.
    2. Enter a new unit price for the item in the Unit box.
    3. Click Calculate.
  8. To apply an item-level appeasement post shipment, the behavior depends on the order status.
  9. To change or edit an item value:

    When you edit an item, the behavior differs based on the status of the order, as follows:

    • When a unit price is changed before allocation, the changed unit price (and product tax, if applicable) is visible for the item.
    • The new unit price can't be greater than the existing unit price; you can't apply a price increase this way.
    • Order item quantity shows a list of available quantity from zero up to the original quantity value. An error message appears if the CSR enters a quantity higher than the original value.
    • Zero values are valid in all editable item fields.

    Item- and order-level price adjustments are read-only on existing sales orders and on the Invoice History window. Any further price adjustments must be applied as line-item actions or order-level appeasements, and are not included as part of the price adjustment totals.

    1. Click Edit in the Choose Action list.
    2. Enter the value you want to change in the corresponding order item field.

      You can change any of the following for the order item:

      • Quantity
      • Unit
      • Price Adjustment
      • Order Price Adjustment
      • Shipping
      • Handling
      Note:

      You can't increase charges this way. A credit memo and refund are automatically generated to reflect any changes that you make here.

    3. If available, select a reason for the adjustment from the Reason list.
    4. Click Calculate.
      If the payment was captured before allocation, then a refund is due to the customer (see the following refund step).
  10. You can perform an even swap to replace a child item with a different variation of the same master item.
  11. To reship an individual order item from the Items section, the order must not yet be allocated, or it must be closed. See Reshipping an Order Item.
  12. To change a shipping address:
    1. Click Edit beneath the Shipping Address in the Items section.
    2. Enter the new address.
    3. Click Calculate.
  13. To process a refund:

    Processing a refund in the Items section depends on the order's state in the workflow.

    • If payment was captured before allocation, and you change the order or an item in the order, then the excess funds must be refunded. The process to refund excess funds to the customer is configured in the Customer Service Provider setting.
      • When Auto is set, the excess funds are automatically refunded when the user clicks Calculate.
      • When Optional is set, the Customer Service Center user can choose whether to immediately refund excess funds by checking or not checking the Credit excess funds immediately checkbox.
      • When None is set, excess funds are not refunded through Customer Service Center. Any refund due to the customer is handled in the Administration module.
    • When Submit is clicked, the refund is processed for the customer.
    • The refund due to the customer appears in the Total Excess Funds field, which is located below the Calculate button. If any previously calculated credit was applied, it's included in these fields.
    • The order update, the payment transaction record, and the recalculation of the Summary totals are included on the Order detail page.
  14. In the Order-Level Appeasements section, you can apply an order-level appeasement.
  15. In the Cost Summary section, you can view the summary of all costs for the order including:
    • Sub Total: subtotal of unit prices of Items (includes any price adjustments at the item level).
    • Price Adj.: price adjustments applied at the order level. Price adjustments include extra charges such as gift wrapping fees (positive adjustment) and promotions or discounts (negative adjustment). Parentheses indicate negative adjustments. To display order-level price adjustment details (description, promo code, reason code, unit price, tax,ext. price, and credit amount), hover over the blue Information icon ().
      Note:
      • Items in an order received from B2C Commerce can be excluded from an order-level price adjustment, such as a promotion. The order-level price adjustment is distributed across non-excluded items and generates correct refund amounts, as appropriate. The OC_Exclude_OrderPriceAdjustments custom attribute must be configured in Order Management Administration: Settings > Attributes.
      • If a price adjustment is made on an invoice associated with an order, it's shown as a separate value. The order-level adjustment is reflected on a separate line below the original amount. Price adjustments on invoices are only permitted if the invoice isn't closed.
    • Shipping: Total shipping on the order.
    • Handling: Total handling on the order.
    • Tax: The total tax on the order.
    • Total: The total cost for the order.
    • Fees: Any associated fees.
  16. In the Shipping Orders section, you can cancel the entire order.
  17. If visible in the Return Orders (RMA) and Linked Orders sections, you can view or access information regarding these associated orders.
  18. To collect payment for balances due:
    If a balance is due, the Add a Payment for Balance Due box appears in the Payments section with existing payment transactions related to the order.
    1. In the Payments section, select an existing payment method from the list.
    2. Click Authorize Payment (amount).
      The amount due appears on this button.
    3. Edit the selected payment method by clicking the pencil icon, or enter a new payment method by clicking the green plus icon.
    4. The new method is stored in the customer record and can be set as the new default payment method by checking the Default box.
  19. If visible in the Related Payment Transactions section, you can view payment information including status and transactions.
  20. In the Special Instructions section, you can add special instruction.
    1. In the Special Instructions section, click Edit.
    2. Enter the special instructions.
    3. Click Save.
  21. In the Activity History section, you can view history associated with the order, send an email, or add an activity.