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How to Change the Product on an Order Before It Ships

When a customer asks for a different product before their order ships — another size, flavor or package — you can change the product on the order instead of cancelling it. The new product must cost the same or less, and if it costs less you can refund the difference in the same step.

Step 1: Open the Order

  1. Go to For Customers > Search and open the customer.

  2. In the Orders section, click the Order ID. The Order Details window opens.

  3. Go to the Products tab.

Products tab of the Order Details window with the Edit order product icon highlighted

Step 2: Choose the New Product

  1. Click the edit icon (Edit order product) on the product you want to change.

  2. In Product, choose the new product. The list shows the products of the customer's campaign.

  3. Keep Shippable turned on so the order is sent to your fulfillment provider. If you turn it off, the product is not shipped.

Note: You can only change to a product of the same or lower price. If the new product costs more than what the order charged, Admoji shows This product amount exceeds the value of the original product and does not save the change.
Edit Order Product window with a more expensive product selected and the message that the amount exceeds the original product

Step 3: Refund the Difference (Optional)

If the new product costs less, Issue partial refund turns on by itself and the Refund Options appear:

  • Refund Amount — filled in with the price difference. You can change it, up to what the order charged for the product.

  • The Current Order Amount, New Order Amount and Refund Amount are shown below the field.

  • Transaction — choose the payment the refund goes back to.

To change the product without refunding anything, turn Issue partial refund off.

Edit Order Product window with a cheaper product, Issue partial refund turned on and the Refund Options with the refund amount and transaction

Step 4: Save the Change

  1. Click Save.

  2. Admoji issues the refund first and then changes the product. If the gateway declines the refund, you see its error and the product stays as it was.

  3. The change is recorded in the customer's Logs > History, for example Product changed from 'Starter Kit' to 'Travel Kit'.

Important: You can only change an order that your fulfillment provider has not accepted yet. Once the provider accepts it, Admoji shows Already Fulfilled.
Note: Changing the product on an order does not change the customer's subscription: future rebills keep their current product and amount. To change what the customer is billed next, see How to Modify Recurring Charge Amounts and Rebill Dates for Existing Customers.

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