DocumentationCommerceStores and Purchase Experience

Update an order

Last update: Mon Jul 17 2023 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • Beginner
  • Intermediate
  • Admin
  • User

When helping a customer who has placed an order, you must determine the status of the order. The available options for a Pending order are different from the options for a Processing order. For more information, see Process an order.

Pending orders

After a customer places an order, but before the payment is received, the order is in Pending status. You can edit the order, place it on hold, or cancel it entirely. The button bar of a pending order lists the available actions for an order.

Pending Order Options {width="600" modal="regular"}

If you modify substantial parts of an order, the original order is canceled and a new order is generated. You can, however, change the billing or shipping address without generating a new order.

Button
Description
Back
Returns to the Orders page without saving changes.
Login as Customer
Allows an admin user to assist customers with their orders.
Cancel
Cancels the pending order.
Send Email
Sends an email about the pending order to the customer.
Hold / Unhold
Changes the status of the pending order to On Hold. To release the hold, choose Unhold.
Invoice
Creates an invoice from the pending order by converting the order to an invoice, and changes the order status to processing.
Ship
Creates a shipment record for the order.
Reorder
Creates a new pending order that is a duplicate of the current pending order.
Edit
Opens a pending order in edit mode. The Edit button is only available for pending orders, or for orders based on negotiated quotes.

Processing orders

An order enters a Processing state when:

  • The payment for an order is received/captured and the invoice is generated–when the payment action is set to Authorize and Capture.
  • An order transaction is authorized, but payment is not yet captured–when the payment action is set to Authorize.

The payment action configuration determines which order actions are available after an order is created.

You cannot substantially change a Processing order, but you can edit the billing and shipping address.

Processing Order Options {width="600" modal="regular"}

NOTE
When the payment action of the payment method is set to Authorize and Capture, an invoice is automatically created when the customer places an order. In this circumstance, you can refund funds using a credit memo, but cannot cancel or void the order.
Button
Description
Back
Returns to the Orders page without saving changes.
Send Email
Sends an email about the order to the customer.
Void
Voids an order transaction, or a partial order transaction.
Credit Memo
Initiates the process to create a credit memo.
Hold / Unhold
Changes the status of the sales order to On Hold. To release the hold on the sales order, choose Unhold.
Reorder
Creates a new pending order based on the current order.
Create Returns
Adobe Commerce (Adobe Commerce only) Initiates the process to return one or more items from the order.

Void a processing order

When an order is still in a Processing status and the payment integration is set to Authorize (not Authorize and Capture), you can only void a transaction or cancel an order. Canceling an order also voids the authorization.

When an order is placed using a payment method with the payment action set to Authorize and Capture you can refund the funds via credit memo, but cannot cancel it because it is invoiced and payment is captured.

Your payment method determines your available payment actions. See Payment actions for more information.

To void an order:

  1. On the Admin sidebar, go to Sales > Operations > Orders.

  2. In the Action column for the order to be edited, click View.

  3. Click Void to void the order.

  4. At the prompt, click OK to void the order.

You can issue any needed refunds using a credit memo after funds have been captured. You can also create a return merchandise authorization (RMA) issued for product returns. To learn more, see Processing an Order.

Edit a pending order

  1. On the Admin sidebar, go to Sales > Operations > Orders.

  2. In the Action column for the order to be edited, click View.

  3. Click Edit.

    Edit Order {width="600" modal="regular"}

  4. At the prompt, click OK to continue editing.

  5. Update the order as needed.

  6. Apply your changes:

    • To save changes made to the billing or shipping address, click Save.
    • To save changes made to line items, and reprocess the order, click Submit Order.

Place an order on hold

If the customer’s preferred method of payment is not available or if the item is temporarily out of stock, you can place the order on hold.

  1. In the Orders grid, find the Pending order that you want to place on hold.

  2. In the Action column, click View.

  3. Click Hold to place the order on hold.

To remove the hold on an order, edit the order again and click Unhold.

Cancel a pending order

Canceling an order changes its status from Pending to Canceled.

  1. In the Orders grid, find the pending order to be canceled.

  2. In the Action column, click View.

  3. Click Cancel to cancel the order.

The status of the order is now Canceled.

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