In reality, retailers on Magento may have to face many requests to edit an order on Magento. The reasons vary from a mistake when the customers place the order, or simply because the customers decide to change their plans. Unusual that it may seem, such circumstance happens more often than not. The ability to handle these requests with ease, however, can totally influence the customer experience and loyalty to the business.
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Why should Magento store-owners have a professional POS system to handle the order-editing process?
By default, when store owners receive a request to edit an order on Magento from their customer, they can simply refund the old order and create a new order on their Magento back-end or POS system. If the customers purchase online, they can simply cancel the old order and create a new one.
However, it doesn’t seem to be the case when the business goes omnichannel with an offline store and a POS system. In this situation, the whole process of refunding the old order and creating a new one will simply take too much time. Especially during the holiday season, the store is very likely to have a long queue of customers waiting to check out, and they may just walk out instead of waiting for their turn.
Thus, equipping the store with a POS that supports editing the customer order process is becoming more of a must than a necessity for many store owners. Having a professional system will help the sales staff to save time on processing the request. Also, it will increase the convenience for customers, and thus give them more reasons to return to buy from the store.
How to edit an Order on Magento POS?
By default, Magento doesn’t support edit order function. Though this function has been offered by some providers in the Magento Marketplace, the offered modules primarily work only for online orders, but not on the POS system.
Indeed, it is quite common for store owners to request a professional Magento solution provider to build the order editing function directly on their POS system. Ideally, it would be best if the store owner is also using a Magento-native POS to ensure seamless data synchronization between Magento and POS. Integration between Magento and a non-native Magento POS system is also commonly practiced. However, it may cause potential problems with data synchronization and delay in data update.
In any case, in order for the sales staff to edit order from POS, the whole process will be based on an automatic process. In this process, the POS will create a new order to replace the old order on Magento. The whole order editing process can be summarized in the graph below
Steps to editing an order on Magento POS
Note: Due to the technical complexity of the Order Management process on Magento, we only focus on orders that have not been shipped in this Solution.
Step 1: Sales staff selects to edit the order on POS
The staff can access the order history and select the “Edit order” button to start editing an order.
Step 2: POS creates a new order with the same information with the previous order
Once an order is edited, the POS will create a new order with identical information with the old order. Specifically, the new order will have the following details with the old order:
- SKU & Qty
- Shipping & billing addresses
- Shipping method
Step 3: Sales staff modifies the new order
In this step, the staff can add/remove products from the order, change the ordered quantity of each product.
Similarly, sales staff can also change the shipping/ billing address of the customer if requested by the customer. The shipping method can also be re-selected at this step.
Step 4: Sales staff places the new order
In this step, the POS system will automatically add the previously paid amount to the payment. The paid payment amount and method cannot be changed in the new order
Step 5: POS calculates change / remaining amount
In case the new total amount is greater than the paid amount and the customer needs to pay more, the POS will allow the staff to take an additional payment.
On the other hand, if the paid amount that is greater than the new total amount, the POS will display change amount for staff to refund to the customer
POS displays charge amount for the new order
Step 6: Magento saves the new (edited) order & processes the old order
One the new order has been placed, it will have the same order ID and order creation date with the old order. In doing so, the customer or the sales staff can access the new order using the same order ID. The new order will also include a note indicating that it was an edited order from the original order.
Meanwhile, the old order will be assigned to another new order ID. The old order will be canceled or refunded with a credit memo created in Magento. The system will also add an order note to the old order with a link to the new order.
In order to have a closer look at the technical details of the process, you can refer to the flow chart below:
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