Edit Order Item

Edit Order Item

Info
Module: Order Detail Page
Topic: Edit Order Item
Version(s): Version 5.1 and up
Editions: Standard, Commerce, Call Center

IdeaYou can use Reports > Customer Service Reports > Customer Service Activity filtering for Activity = sys:Actions Edit to report on the action button usage

What Are Order Items

Order Items are product offers sold to the customer.

How To

Once an item has been added to an order, limited edits can be made to the order item.
To edit the item, click on the Pencil Icon to the left of the Item SKU. This opens the Edit Item Details pop up, which closely resembles the window used to add a new item.

Item Details Tab

On the Item Details tab, you will notice that the options to change Script and Product have a grey appearance indicating that they are locked for edits. These values are not able to be modified at any processing status. Any items that have been paid or shipped will also have Quantity, Prices, Discount, Shipping, and Tax greyed out to prevent modifications.   
When the Quantity or Prices are edited on items where it is allowed, the remaining fields will adjust automatically to match the values entered. Make any modifications to these fields, as needed.



  1. Script
    1. This will default to the script that was used when the order was entered.
  2. Product Offer
    1. Only the offers added to the selected script will appear in this list.
  3. Description
    1. will auto populate based on product offer selected
  4. Coupon Code
    1. anything can be saved in this field
  5. Quantity
    1. defaults to 1
    2. adjust as needed
  6. Retail Price
    1. will auto populate based on product offer selected
    2. we encourage carefully reviewing adjustments as value can be saved at a greater price than offer is created for in the system
  7. Discount
    1. will not automatically populate based on coupon code entered above
    2. must have a value manually entered
  8. Unit Price
    1. will auto populate based on product offer selected
    2. we encourage carefully reviewing adjustments as value can be saved at a greater price than offer is created for in the system
  9. Shipping
    1. will auto populate based on product offer selected
    2. we encourage carefully reviewing adjustments as value can be saved at a greater price than offer is created for in the system
  10. Tax
    1. will populate automatically with the values set up for the selected offer based off shipping address of the order.
    2. we encourage carefully reviewing adjustments as value can be saved at a greater charge than system determines
  11. Line Total
    1. will auto populate based on values supplied for the above fields.
    2. this field is greyed out, now allowing for  manual adjustments.

Commission Details Tab

Click on the Commission Details tab to edit information about the item’s commissions.

 

  1. Item Sold By
    1. will default to the agent adding the new item
    2. Select the employee the item was sold by in the Item Sold By drop down list.
  2. Item Type 
    1. ADD - add on item, enhance or upgrade to the initial product. 
    2. CTY - continuity item, customer agreeing to receive merchandise or services automatically at regular intervals
    3. ORD - advertised product that the customer has contacted you to purchase
    4. RSH - rush item
    5. USL - upsell item, increasing the value of the same product by offering a premium or higher-priced alternative
    6. XSL - cross sell item, additional products that complement the customer's initial purchase.
  3. Commission To
    1. will default to the agent adding the new item
    2. Choose the employee the commission should be assigned to in the drop down list.
  4. No Commission
    1. unchecked - commission will calculate
    2. checked - no commission will be assigned
 

Wrap Up

Select a Reason Code from the drop-down menu and add Notes indicating why the item was added to the order. You can also set a specific Resolution for reporting purposes.
  1. Click Save to apply changes to the Item.
  2. Click Cancel to exit without saving any changes.
  3. Click Delete to delete the line item from the order
    1. If this is the only line item on the order this action will also delete the order
  4. Click Print to access the print screen and save or print the item details
 
Copyright 2019
Revised 5.12.2026

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