Order Adjustments

Order Adjustments

Order Adjustments

If you’d like to find out how to adjust your orders, you’ve come to the right place.

Making Order Adjustments

In order to adjust a customer order, head over to your Dashboard and follow these steps:

  • Go to Vendor Dashboard > Orders
  • Click on the ‘Adjust Order’ icon under the Actions column OR click on an Order ID number > More Actions > Adjust Order
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You can adjust your order via the Adjust Order icon OR

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You can also adjust any order by clicking on an Order ID and then More Actions

  • Once on the Order Adjustment page, make your adjustments
    • You can adjust an order by its Quantity, Unit Price or Add/Subtract a product
    • To subtract a product, simply zero out the quantity from any number to ‘0’
    • Click on Preview Changes
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  • Double check your adjustments and either:
    • Edit Adjustment to return to go back to making more adjustments to this order OR
    • Click on Submit Order Changes
    • Note: you may choose to include a message to your customer in the optional Store Notes field box
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  • After clicking on Submit Order Changes, a pop-up will show to ask you to confirm these changes (you can only ever adjust any order once!).
  • Hit Confirm to save these adjustments to the order
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  • The Order Details page will now be updated to show the order adjustment and no future adjustments can be made to this order
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Please note that you will not be able to adjust any order that has been marked ‘Completed’. Until then, you will be able to adjust your order of any open status (processing, accepted, or ready for pickup).

Reasons for Order Adjustments

Order adjustments should not be done without consideration to the customer, so, here are a few reasons when you might want to consider adjusting your customers’ orders:

  • Your in-store inventory does not match your online inventory and your customer ordered something that is out of stock or not available in the requested quantity
  • You would like to substitute a product in the order
  • You would like to change the price to account for fees (e.g. bottle deposits) or any discounts after speaking to the customer
  • You would like to add a free gift to the order for a loyal customer

FAQs

  • How do I remove a product from the order via an adjustment?
    • If the product was in the original order, set its quantity to 0
    • If the product was added during the adjustment, click the red 'x' to the right of the item
    • Note: If you set all products' quantity to 0, we cancel and fully refund the order rather than submitting an adjustment
  • Why is Order Adjustment disabled for an order? :(
    • We cannot adjust an order that’s been completed or canceled
    • We cannot adjust an order that has a partial refund applied
    • We cannot adjust an order that has an additional charge
    • We cannot adjust an order that’s already been adjusted
  • When does a customer receive an SMS for an adjustment?
    • If the product quantity has been changed or products are added to the order, we send an SMS as soon as you submit the adjustment.
  • What products can be added to an order during an adjustment?
    • You can add any active product in your catalog to the order.
    • We pull your catalog when you load the adjustment page; if you make changes to your catalog and do not see them on the Order Adjustment page, give the page a quick refresh!
    • Note that we do not restrict what products can be added while you are on the Order Adjustment page (e.g. if a product is set to pickup-only, you can add it to a delivery order if you’d like).
    • You can also search for products by Name, SKU, and UPC.
  • Why is the Preview Changes button disabled? It looks like I can’t submit an adjustment.
    • Keep in mind that at least one update must be made to the order before an adjustment can be previewed and submitted.
      • What counts as an update? Changing product price, changing product quantity, and adding a product.
  • Why am I receiving an error when trying to submit an adjustment?
    • The most likely reason is that the credit card on file is no longer valid (eg, expired, frozen, etc.). In this case, you may have issues trying to submit an adjustment.
    • If you are still encountering other errors when trying to submit an adjustment, notify your customer success rep at Promenade.
  • How is submitting an Order Adjustment different than a Partial Refund or Additional Charge?
    • We actually update the order’s products and grand total.
      • e.g. if a customer goes to their order history on your site and looks at the order, the order details will include the products and grand total from after the adjustment was made.
    • We send a specific Order Adjustment email, which includes a custom message you can write to that customer.
    • Unlike with a refund or additional charge, we also send out an SMS if product quantities were updated.