HOW TO CHANGE AN ITEM IN PENDING/PROCESSING ORDER - CrazySales

If the customer wants to change an item in a Pending or Processing order (except for order with internal status of 'Exported for Label Printing'):

1. Get the SKU# of the item customers wants to buy instead of the current item in his order.

2. Click 'Add new item'

3. Input the SKU# and click 'Load product'

4. Check and change 'Quantity' and 'Postage'

5. Click 'Add to order now'

6. After the new item is added to the order, remove the unwanted item by:

a. Changing quantity to '0'

b. Place the reason "Change item" and click 'Update item information'

7. If order status is Pending:

a. Check if the new total amount is greater than the Actual paid amount (Shortfall).

b. Inform the customer about the shortfall and provide payment procedures.

c. Set the order status to On Hold while waiting for payment to avoid auto-cancellation.

d. Update order status to Processing when payment is confirmed & received.

8. If order status is On Hold:

a. Check if the Actual paid amount is greater than the new total amount (Extra Payment).

b. Refund the extra payment (if there is any) via original payment method, and inform the customer.

c. Update order status to Processing.