Editing orders

[Jelly]

I have just had to edit and order because a customer didn't know where to enter her gift voucher code anyway all I wanted to do was update the order to show £10 voucher payment.

Anyway the problem I had was that 2 of the items on the order had low stock and the system had obviously allocated her stock on the initial order but when I submitted the changes it was reducing the item quantities to the available stock.

I hope that makes sense !

intitial order

4 x cars plates (stock 5)
5 x cars lootbags (stock 7)

but after entering the voucher code it wanted to amend the plates to 1 and the lootbags to 2 although the stock had been allocated already !

Help !
Karen

[Mike]

Hi Karen

I think you will need to go into the Product Manager and manually change the stock back to what it should be.

[Rich]

after entering the voucher code it wanted to amend the plates to 1 and the lootbags to 2 although the stock had been allocated already

The reason for this is that when you edit an order, it is converted back to Pending status. This means that the items which had been shipped need to be shipped again (although you can disable the sending of the email to the customer).

You can tweak your product quantities back to the correct values via the Product Manager.

[Jelly]

sorry i don't think I explained myself very well. the items hadn't been shipped. Because the stock level on the plates was 5 the customer had placed an order for 4 so the system reserved 4 the order was pending and she had a voucher but didn't know where to put the code, so i went into edit the order but as 4 plates were already reserved it changed the quantity on her order to 1 therefore decreasing the payment total and it was the same situation for the lootbags. therefore if i had confirmed the changes the order would have been incorrect.

I got round it by artifically increasing the stock levels to allow me to edit the order and the adjusting them back to the correct levels afterwards.

I appreciate that in editing the order it reverts back to pending status but is there anyway of reverting the reserved stock back to available stock so the order can be resubmitted without having to change stock levels manually??

Thanks
Karen

[Rich]

This situation was arising because of the Prevent Backorders setting. This setting will now be automatically disabled when editing an order via Remote Control.

[Jelly]

That's Fantastic!

Thanks
Karen

[paul]

I've just experienced the downside of making the change above. Unforuntately I hadn't read this thread until too late.

I took an order over the phone for an item in stock. However the order was for more than the number in stock and i didnt notice. Using remote control I added the ordered number to the order and did not receive a warning that there was insufficient stock.

Is there an option to stop backordering when using remote control or can a warning be added to flag insufficient stock before the order is completed?

Thanks.

[paul]

I think i know the answer to this but i thought i make sure and add it on the forum anyway.

I need to amend an order a customer has made which is still pending. They ordered the wrong colour so i dont need to change the value but just swap the item.

Am i right to think i cannot amend the order to add the desired item to the order? If so I need to ask the customer to order again and I cancel the previous order.

The only other option i can think of - which is what i will do - is process this incorrect order but send the customer an email at the same time to let them know i am actually shipping their desired item and notthe one they ordered.

I them amend stock manually afterwards.

Perhaps i've been missing a trick??

[Mike]

Hi Paul

You can change the item in the Order Manager>Order Processor >Order Editor and going into the Remote Control from here. Just delete the ordered item and replace with the correct one. When you complete the order the customer will receive an email with the correct item on it and no need to get them to re-order

[paul]

Thanks for the reply Mike.

However the order is pending and when i go into the order via remote control i have no option to delete/amend the item. I can amend an order before its placed by amending the basket items.

Am I still missing something??:confused:

[Mike]

Hi Paul

You must go into Remote Control from the Order Editor which is the icon top right on the Order Processor page which is accessed by clicking on the Order number,

Are you trying to access from the Customers details page as this won't work.

[Dave]

Blimey I didn't know we could do that. Thanks Mike I have learn't something new today :D

[paul]

Hi Paul

You must go into Remote Control from the Order Editor which is the icon top right on the Order Processor page which is accessed by clicking on the Order number,

Are you trying to access from the Customers details page as this won't work.


I was indeed, Mike. And I actually thought i knew what i was doing! Thanks alot. I'm glad I asked....:)

[SarahT]

I've had a couple of customers contact us and say they want to add to their pending orders. I've done as everyone has suggested above - gone into the order via order processor and then edit via remote control. I've added the additional item in and it has updated the basket and increased the total by £3 which is the cost of the additional item. But then what do I do ? I can't seem to be able to save the cart with the new item in it - if I click secure checkout then it takes me to her checkout page but is requesting payment of the whole basket value of £43.15 - she has already paid £40.15 and just needs to pay for the additional item at a cost of £3. How can I save her new basket without her having to pay for everything again ?

EDIT: Ignore me !! I've just realised how to do it - I've gone through the secure checkout and it has added the additional item to her order, told me that it has increased the order value and presumably I now need to just put her payment through :)

[SarahT]

I've had a couple of customers contact us and say they want to add to their pending orders. I've done as everyone has suggested above - gone into the order via order processor and then edit via remote control. I've added the additional item in and it has updated the basket and increased the total by £3 which is the cost of the additional item. But then what do I do ? I can't seem to be able to save the cart with the new item in it - if I click secure checkout then it takes me to her checkout page but is requesting payment of the whole basket value of £43.15 - she has already paid £40.15 and just needs to pay for the additional item at a cost of £3. How can I save her new basket without her having to pay for everything again ?

EDIT: Ignore me !! I've just realised how to do it - I've gone through the secure checkout and it has added the additional item to her order, told me that it has increased the order value and presumably I now need to just put her payment through :)



So then my next question is ......

Do I have to manually update the stock levels of the items that I have added into the order myself, or do they get updated when we pick the products? What is the actual trigger for reducing the stock level when an order is placed - is it when we receive the payment, or is it when the items are picked, or when they are shipped?

Sorry if that's a bit of a numpty question !

[Dave]

Hi Sarah,

The stock gets updated when you complete the order. When your customer places the order BP reserves the stock. So if you look at a product in the product manager for an order you currently have outstanding, for example it might say you have 16 in stock. Put the mouse over the quantity and it will pop up and display the reserved quantity of the outstanding orders for this product which maybe 2 for example.

If you display the physical stock quantity to your customers they will see the current physical stock less the reserved quantity so in this example it will display 14.

NB We don't use advanced picking so I assume it will still works as above for those that do!

[SarahT]

Thanks Dave.

I've pm'd you as well, but just one quick question - how do I stop tge stock level showing to customers in their cart ? Thanks

[Dave]

In the site-->configuration-->product tab there is a "Quantity in stock description" dropdown box. This allows you to display a phrase (in stock), phrase/quantity (xx in stock) or quantity (xx) on the product detail and shopping basket pages. In the same tab there is another dropdown box called 'Display availability" where you can tell BP to display the availability in product and basket, product only or basket only.

Hope this helps.

PS Not received your PM :(

PPS Love your Shedquarters. Nice to be able to keep the office separate from the rest of the house.

[SarahT]

Thanks Dave

I've got "Quantity in stock indicator" showing icon and this shows a tick on the actual product page, along the word "Availability". Then the "Quantity in stock description" is saying phrase only. But I noticed that when I add something to my cart as a customer, it shows "In stock, immediate despatch". Which is ok, but I'd rather it didn't say "immediate despatch". Do I alter this in the language manager?

So, when I was editing a customer order earlier to add extra products onto her order, when I was in her shopping cart (as me) it showed all of the products she'd ordered and then beside them it showed an "in stock" quantity. I'm presuming now that only I can see this when I'm editing her order and customers don't ever get to see our actual stock levels / quantities for products?

That's odd about the PM - I'll send it again !

And yes, our Shedquarters are FAB !! It's a hard commute though - 20 seconds down the garden ;)

EDIT: I'm confused (that's not hard !!) I seem to be talking to 2 different Daves !!! Dave - It turns out I didn't send you a PM - it was RedDevil Dave I sent the PM too !!!! Sorry for confusing everyone

[Dave]

I've got "Quantity in stock indicator" showing icon and this shows a tick on the actual product page, along the word "Availability". Then the "Quantity in stock description" is saying phrase only. But I noticed that when I add something to my cart as a customer, it shows "In stock, immediate despatch". Which is ok, but I'd rather it didn't say "immediate despatch". Do I alter this in the language manager?

Yes you can alter this in the language manager.

[Dave]

So, when I was editing a customer order earlier to add extra products onto her order, when I was in her shopping cart (as me) it showed all of the products she'd ordered and then beside them it showed an "in stock" quantity. I'm presuming now that only I can see this when I'm editing her order and customers don't ever get to see our actual stock levels / quantities for products?

Yes when you using the remote control to amend an order I think it will show you the stock. I have just added to some products to the basket and it doesn't show the stock it just says "In Stock"