Post-Order Changes & Limitations
We currently can't make these changes to existing orders. We must first cancel the entire order (full refund), and then facilitate a new order from either the original quote or a copy of the quote.
Please note that completed or partially shipped orders cannot be canceled on our end. If you have any questions about post-order changes, please reach out to support before completing the order.
Cancel Unshipped Orders
Unshipped orders can be canceled. This action will initiate a full refund to the customer's credit card for the order. Click Cancel from the orders page, and the order will move to the canceled tab of the orders page.
Completed and Partially shipped orders cannot be canceled. The Cancel button will be greyed out, or you may receive an error message "Can't update this order: You cannot cancel the order with Shipments". Please work directly with your customer to resolve the refund.
Once a quote has been finalized, you will be unable to make changes to processes, operations, materials, and quote dates. If you need to make a post-order quote change, click Copy on the orders page. This will automatically draft a copy of the associated quote. From here you can make any updates to the quote, send the digital quote to your customer, or facilitate the order.
Facilitating an order allows you the option to select a different quantity, add adjustments (quantity, lead time, and unit price), add additional charges, and update the general checkout process (payment, billing/shipping information). You can facilitate an order on any quote! If the quote is still a draft, facilitating an order will put the quote into outstanding status.
More information on How to Facilitate Orders!
We only allow full refunds for the entire order. Canceling an order will initiate this refund. We do not handle partial refunds or cancellation fees. Please work directly with your customer to resolve any partial refunds.