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: Edit shipping address (if label not yet printed)

1. Click the Fulfillment tab.
2. Find the shipment marked Packed.
3. Click Edit Address or the pencil icon next to the shipping address.
4. Update the address fields (street, city, state, zip).
5. Click Confirm or Update Address.

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Step 3: Edit carrier or method (if label not yet printed)

1. In the Fulfillment tab, find the shipment.
2. Click Change Carrier or Edit Shipping Method.
3. Select a new carrier (UPS, FedEx, USPS, etc.) or method (Ground, 2-Day, Overnight).
4. Review the new rate and eta.
5. Click Confirm.

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Step 4: Add special instructions

1. In the Fulfillment tab, click Add Special Instructions or Edit Notes.
2. Type the special instruction (e.g., “Call customer before delivery”, “Place on back porch”).
3. Click Save.

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Step 5: Confirm changes and reprint label (if needed)

1. Review all changes in the shipment details.
2. If address or carrier changed, click Print Label to generate a new label.
3. Click Confirm to finalize the changes.

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What you cannot edit after packing

• Line item quantity: Once picked and packed, quantity cannot be changed. If customer wants fewer items, a return is required post-shipment.
• Line item pricing: Unit price is locked. If there’s a billing error, a credit memo is needed after shipment.
• Billing address: Once packed, billing address cannot be changed (it’s set for AR purposes).

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Special cases

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Case 1: Customer adds items after order is packed

1. Do not edit the existing order.
2. Create a new order for the additional items.
3. Notify customer that the additional order will ship separately.
4. You can request expedited handling on the new order if both need to arrive together (best effort, not guaranteed).

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Case 2: Customer wants to reduce quantity after packing

1. Do not reduce the packed order.
2. Allow the order to ship as packed.
3. Customer initiates a return when they receive the excess items.
4. Process the return for a refund.

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Case 3: Wrong address printed on label

1. Click Void Label immediately.
2. Correct the shipping address in the order.
3. Print a new label with the correct address.
4. Contact your shipping carrier about the void fee (if applicable).

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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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