Getting started
Rules
Decide which orders customers can edit, what they can change and for how long.
Rules decide which orders customers can edit, what they can change and for how long. Customers can't edit any order until a rule allows it.
How rules work
- Rules run from top to bottom. The first rule that matches decides.
- If no rule matches, the edit is blocked.
- Turned-off rules are skipped.
Put your Block rules at the top, and your Allow rules below them. Use the arrows in the Move column on the Rules page to reorder.
Create a rule
- Open Advanced Order Editing and go to Rules.
- Click Create rule, then choose From template or Start blank.
- Fill in the sections below and click Save.
Rule name
Only you see this name. Pick something that says what the rule does, like COD orders cannot be edited.
When the rule matches
- Allow edits. Customers can change the details you pick.
- Block edits. Customers see your message instead of the edit page. English is required; other languages fall back to it.
What customers can change
- Shipping address. Customers can change the address within the same country.
- Product options. Customers can swap to another option of the same product at the same price, like a different size or color. Under Which options, enter option names separated by commas (for example
Size, Color), or leave it empty to allow any option.
Changes that would change the order total are always blocked.
Edits allowed per order sets how many times a customer can save changes to one order.
Conditions
Conditions narrow down which orders the rule applies to.
- Every condition in a group must be true.
- Groups are joined with OR. The rule matches if any group matches.
- A group with no conditions matches every order.
| Field | Example |
|---|---|
| Edit type | is Shipping address |
| Order age (minutes) | less than 30 |
| Order status | is Cancelled |
| Fulfillment status | is In progress |
| Payment status | is Refunded |
| Order total | greater than 500 |
| Item count | at most 5 |
| Payment method | contains COD |
| Destination country | is United States (US) |
| Order currency | is USD |
| Has subscription items | is Yes |
| Edits already made | at least 1 |
Timing
- Edit window (minutes). How long after the order is placed customers can edit. After that the Edit order button disappears. Leave empty for no limit.
- Hold fulfillment (minutes). Places a fulfillment hold on new orders so nothing ships while the customer can still edit. The hold is released automatically when the time is up. Leave empty to skip.
Tip: use the same number for both, so the hold ends when editing ends.
Schedule
Optional. The rule only runs between the start and end date, for example during a sale.
Templates
| Template | What it does |
|---|---|
| Allow edits for 30 minutes and hold fulfillment | Address and options, 30-minute window, 30-minute hold |
| Do not allow COD orders to be edited | Blocks orders whose payment method contains COD |
| Allow size or color changes during the first 30 minutes | Only Size and Color options |
| Allow any product option change during the first 30 minutes | Any option |
| Allow shipping address changes during the first 60 minutes | Address only |
| Do not allow edits after fulfillment has started | Blocks in progress, partially fulfilled and fulfilled orders |
| Do not allow cancelled or refunded orders to be edited | Blocks cancelled and refunded orders |
A good starting setup: add the two Do not allow templates for COD and fulfillment, then Allow edits for 30 minutes and hold fulfillment below them.
Why can't a customer edit an order?
Open Edits, find the order and click View details. Why this edit failed shows which rule blocked it. Common reasons:
- The edit window has passed.
- The order already reached Edits allowed per order.
- A Block rule above your Allow rule matched first.
- No rule matched the order.
Still stuck? Open a ticket at support.lisive.com and tell us the order number.