How Change order works (Beta)

Orders Beta

5 min read

This feature is in beta, which means that we are working to improve it. If you wish to use Change order (Beta), please contact our Support and provide the account name(s) in which to activate it.

The Change order (beta) feature allows you to edit an order in different ways, either due to customer requests, product unavailability, or other reasons. These are the main order changes that can be made:

Add: Increase the number of items or add new products.
Remove: Remove the partial or total number of items.
Weight change: Adjust the weight assigned to items.
Replace items: Replace items, including those priced by weight.
Price change: Change the order total amount.

For detailed instructions on each action, read the How to change orders (Beta) documentation. This article covers other aspects of Change order (beta) and is structured as follows:

Changes through the VTEX Admin and API
General characteristics
Price changes

Changes through the VTEX Admin and API

You can change an order in two ways; see details in the table below:

How to change Description Changeable status

Via the VTEX Admin

How to change	Description	Changeable status
Via the VTEX Admin	Changes are made from the order details page, which can be accessed under Orders > All orders, by selecting the desired order. You can also access the order using the search bar at the top of the VTEX Admin. To do this, click the bar, select the Orders option, and use any of the following criteria: Order ID Customer name Customer email Customer document Help Center article: How to change orders (beta)	`handling`
Via API	Changes using the endpoints: Create order change Preview order change Get order change detail Get order change history Retry order change Cancel order change Get Change order settings Update Change order settings	`ready-for-handling` `handling` `waiting-for-fulfillment` `ready for invoicing`

Changes are made from the order details page, which can be accessed under Orders > All orders, by selecting the desired order.

You can also access the order using the search bar at the top of the VTEX Admin. To do this, click the bar, select the Orders option, and use any of the following criteria:

Order ID
Customer name
Customer email
Customer document

Help Center article: How to change orders (beta)

handling

Via API

Changes using the endpoints:

ready-for-handling
handling
waiting-for-fulfillment
ready for invoicing

The order's change history is recorded on its details page in the History of changed items section. To view this information via API, use the Get order change history endpoint.

General characteristics

Change order (beta) has specific characteristics, as shown in the table below:

Characteristic	Description
Number of order changes	There is no limit to how many times an order can be changed.
Incomplete orders	You cannot change incomplete orders — those lacking necessary information to be processed by the VTEX platform.
Franchise accounts	You can change orders where the seller is a franchise account.
VTEX marketplace, certified, partner and external marketplaces	Changing orders works differently across various marketplace scenarios on VTEX: You can change orders from stores that act as both a VTEX seller and a VTEX marketplace. You can change Multilevel Omnichannel Inventory (MOI) orders placed on external marketplaces. You cannot change orders placed on certified marketplaces and marketplaces partners.
Reservation	In change order scenarios, item reservation is automatic.
Inventory update	When you change an order, the store's inventory is not updated automatically. The store must update the inventory in the VTEX Admin under Catalog > Inventory > Inventory Management or via API, using the Update inventory by SKU and warehouse endpoint.
License Manager permission	For a user to be able to change orders, their role must be associated with at least one of the following Licence Manager resources: `Orders Full Access` `Change order`

Price changes

When a change to an order item increases or decreases the original amount of the purchase, the Orders module automatically communicates with Payments as follows:

Lower price after a change: A notification is sent to the payment gateway to refund the customer.
Higher price after a change: A notification is sent to the payment gateway to request the customer to pay the additional amount.

See the table below for more information on payment and invoicing when changing orders:

Characteristic	Description
Conditions for increasing the order amount	You can only increase the amount of an order when it meets the following criteria: The order was placed using credit card, notes payable or customer credit. The order acquirer allows transactions without the CVV code. The order acquirer allows two billing transactions for the same order. If the connector does not allow changes for higher amounts, a new transaction will be processed for the excess value, and the transaction will not be linked to the original order.
Change of settled order	In the transaction flow, the order can be changed to `settled`, provided it meets the following conditions: The order was placed using a credit card. Payment is settled before the order is invoiced. The payment connector is configured to allow partial refunds. Adyen is currently the only payment connector that supports this operation. Orders with the transaction status `finished` cannot be changed.
Shared transaction betweensellers and marketplace	You can change orders with more than one seller and payment in marketplaces, i. e., in split payment scenarios.
Discounts	You cannot change an order by applying discounts greater than or equal to the total amount of the original order.
Invoice	For invoices, order changes behave as follows: If the order has already been invoiced in full, it can no longer be changed. Orders not yet invoiced or only partially invoiced can be changed. The amount of partial invoices for the changed order must be equal to or greater than the amount of an invoice already issued. If the total amount of the changed order is lower than the amount of an invoice that has already been issued, it cannot be changed. In general, it is the invoicing of the order that triggers payment settlement. However, this behavior is different for stores with automatic settlement configured.