Edit Order Details After Packing

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When to use this workflow

• Customer calls to add a special instruction after order was picked
• You need to update shipping address before label is printed
• A quantity needs adjustment in a packed order
• You need to change the carrier or shipping method

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What can be edited after packing

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Workflow: Edit a packed order

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Step 1: Locate the packed order

1. Click Orders in navigation.
2. Search for the order by number.
3. Open the order.
4. Confirm status is Packed (not shipped).

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Step 2: Read the lock reason

Look at the order action bar and the line-item table:

• If Edit is enabled, make the correction directly and save.
• If Edit is disabled, hover it. The tooltip gives the reason and the next step, such as Void labels first, Create Return instead, or Issue Refund instead.
• If the line-item table says Line items locked, read the banner before trying to add, remove, or reprice a line.

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Step 3: Use Unpack and Edit when the package is reversible

Use this when the order has packages, but no package has entered carrier custody.

1. Click Unpack and Edit in the order action bar.
2. In Unpack and Edit this order?, review the warning.
3. Click Confirm.
4. Wait for the success toast: “Order unpacked… You can now edit line items.”
5. Add, remove, or adjust line items.
6. Re-pack the order and buy new labels if needed.

Expected result: Arcus voids any unshipped labels, cancels reversible packages, returns packed quantities to editable state, and reopens the line-item editor. If Unpack and Edit is disabled, hover it. Common reasons include labels already shipped, order fulfilled, order cancelled, order archived, or quote state.

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Step 4: Change shipping address or carrier

Before an active label exists:

1. Click the Shipping card to select the correct address, or open the package to adjust carrier/rate details.
2. Validate the shipping address if it shows Validate.
3. Re-rate and purchase the correct label.

After an active label exists:

1. If the package has not shipped, void the label first or use Change ship-to from the amber address-lock banner.
2. If the package has shipped, do not edit the order address to imply the carrier changed destination. Contact the carrier for intercept or reroute, then document the result.

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Step 5: Add customer or warehouse notes

1. Use the visible order notes, package notes, or customer communication surfaces for instructions such as “Call customer before delivery” or “Place on back porch.”
2. Save the note.
3. Reprint any document that needs to carry the updated instruction.

Expected result: The instruction is visible to the next operator who works the order. Confirm document output before promising that a note appears on a customer-facing slip or label.

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Step 6: Confirm changes and reprint label if needed

1. Review all changes in the shipment details.
2. If address, carrier, package dimensions, or package contents changed, buy or print the correct label.
3. Confirm the package is ready before the warehouse ships it.

Expected result: The package is ready to ship with the corrected destination, carrier, and contents.

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What you cannot edit after packing

• Line item quantity on a shipped package: use Create Return or a new sales order.
• Line item pricing after invoice posting or GL activity: use Issue Refund, credit, invoice correction, or return workflow.
• Shipping address on an active label: void the label or use Change ship-to before changing the address.
• Any field on cancelled or voided orders: create the correct follow-up record instead.

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Special cases

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Case 1: Customer adds items after order is packed

1. If Unpack and Edit is enabled, unpack the order, add the item, and re-pack.
2. If the package has shipped or Unpack and Edit is blocked, create a new sales order for the additional item.
3. Notify the customer whether the additional item will ship separately.

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Case 2: Customer wants to reduce quantity after packing

1. If the package is reversible, use Unpack and Edit, reduce the quantity, then re-pack.
2. If the package shipped, use Create Return for the item that needs to come back.
3. Use Issue Refund or account credit only after you confirm the payment and return policy path.

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Case 3: Wrong address printed on label

1. If the package has not shipped, use Change ship-to or void the label, correct the address, and buy a new label.
2. If the package is in transit, contact the carrier for intercept or reroute.
3. Document the carrier outcome on the order.
4. Tell the customer the new ETA or recovery path.

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Tips

• Act quickly: Once a label is printed, changing address or carrier creates rework and delays.
• Communicate: Confirm all changes with the customer before finalizing.
• Check label status: Always verify if a label has been printed before attempting edits.
• Void proactively: If an address is wrong, void the label immediately rather than hoping it will be corrected downstream.

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