In cases where an order contains an out-of-stock item or requires a substitution, it may be necessary to place the order on hold before accepting. This allows time to reach out to the customer to resolve the issue before accepting and charging the customer. This article outlines the process for placing an order on hold, making modifications, and finalizing changes in accordance with payment authorization requirements.
First you want to place the order on hold and let your customer know why.
- Click the Modify button next to the order.
- A new window will open where you will leave your customer a message alerting them of the issue. For example, if the requested color or size is unavailable, you can inform the customer and suggest alternative options.
- *IMPORTANT: After you place the order on hold, please reach out to your customer via e-mail or phone to quickly resolve any issues.
- You have 48 hours to accept an order before it auto cancels. So it is important to rectify any issues as soon as possible.
After placing the order On Hold it will be moved to your Current orders tab, where you will be able to Edit the order to swap out an item of equal price.
Once you've reached out to the customer and decided how to proceed with the order go ahead and press Edit.
Now press Add Product to select which product you want to swap the original one out for.
Please note that for any item you wish to swap, the subtotal cannot exceed the original subtotal. This is because the card can only be charged for the amount of the original credit card authorization.
Browse through the list of Products and Variants or simply search for them in the search bar.
If the replacement item is more than the original item, you will get an error telling you the order total exceeds the original authorization amount. You can adjust the price manually to match, however if you do not wish to price match your customer will need to place a new order. Please make sure to communicate that to them.
After you've adjusted the price, click the trash can next to the item you want to remove. Now you can press Update Order.
- After updating, the order remains On Hold.
- Click the Accept button on the top right to notify your customer that you've accepted this order.
- In this next window you can add a personal note (visible only to you) to remind yourself about the swap or other details if you'd like.