Articles on: Order editing

Let customers change items and quantities

Item edits let customers fix what they ordered — change a quantity, remove something, add more, or swap for a different size. Turn them on under Features → Item edits and refunds. You pick which actions are allowed. Money is handled for you: refunds go back automatically, and extra charges are collected.

What this does

"Can you change my order?" is the most common question customers ask after buying. Every one is an email. A slow answer becomes a cancellation.

Before you start

Your editing window is set. See Set how long customers can edit an order.
The Account Editor app block is on your Order status page.

Choose what customers can change

Go to Features → Item edits and refunds.
Under Order items, tick the changes you allow:

Increase quantity — Order more of something
Decrease quantity — Order less
Remove items — Take a line off the order
Add items — Add products they forgot
Replace items — Change to a different product
Swap items — Change size, colour, or another option

Select Save.

Start with the first three. Increase, decrease and remove cover most requests and carry the least risk. Add the rest once you're comfortable.

Swap and replace sound similar but do different jobs — see Replace or swap: which one to use.

Limit what customers can add

Each option has its own limits, so customers don't add anything you'd rather they didn't.

Limit to a specific collection — Customers only see products from the collection you choose
Limit by product tags — Only products with at least one of these tags are shown
Limit by customer tags — The customer must have one of these tags. Untagged customers don't see the option at all.

Customer tags are the strongest control. Use them to open item edits to wholesale customers only, or to a small test group. Everyone else sees nothing.

Swap restrictions

Swapping has two extra controls, so customers can change size without changing the product into something else:

Blocked variant options — Customers can't change these options when swapping. For example, Color.
Blocked variants — Customers can't swap to variants with these names.

You can also let customers split a swap across multiple variants. Five of one item can become one of B and one of C, with three left as they were. Useful for clothing, where a customer ordered five of the wrong size and needs a mix.

Set up refunds

Under Refunds:

Refund customers automatically — What it does: Refunds are issued as soon as a customer is owed money — Default: On
Show an Accept refund button to customers — What it does: Customers confirm before the refund is issued — Default: Off
Hold refunds for a set time before issuing them — What it does: Waits a number of hours first — Default: Off

Leaving automatic refunds on is usually right — customers get their money without asking.

Turn it off and refunds are held instead. If the customer then adds something, the held amount covers it and you don't charge them again.

Delayed refunds

Some payment providers need to finish taking a payment before a refund can go through. Authorize.net is the common one.

Set a delay in hours, from 1 to 720. Refunds are then issued automatically once it passes.

Turn this on if refunds fail with an error about the payment not being settled.

Skip tiny differences

An edit can leave a customer owing three cents. Chasing that costs more than it is worth.

Under Minor adjustments, set a Maximum charge to skip and a Maximum refund to skip. Anything below those is ignored in both directions. The customer is not asked to pay, and no refund is issued.

What your customers see

On their order page, customers see their items with controls for whatever you allowed — a quantity stepper, a remove option, a swap option, and an Add more items button.

When a change costs more, they're asked to pay the difference. When it costs less, the refund is handled by your refund settings.

Good to know

Quantity limits still apply. Some products have minimum, maximum, or multiple-of rules. These come from a B2B contract or a quantity app. The stepper respects them, and customers see a message explaining the limit. Nothing fails silently.

B2B pricing needs its own setting. Turn on Update B2B pricing when quantity changes so volume pricing recalculates. Without it, a customer who orders more keeps the old unit price. Only items that are not fulfilled yet are affected.

Fulfilled orders can't be edited. Once an order ships, editing stops regardless of your window.

Start narrow. Allowing more later is easy. Taking something away after customers have used it causes complaints.

Troubleshooting

Customers see no item controls — Why: The feature is off, or the app block is missing — Fix: Check Features, then the banner
Add more items is missing for some customers — Why: Limit by customer tags is on and they aren't tagged — Fix: Add the tag, or remove the limit
Customers can't reach the quantity they want — Why: A minimum, maximum, or multiple-of rule applies — Fix: Expected — the message explains which
Refunds fail — Why: Your provider hasn't settled the payment — Fix: Turn on Hold refunds for a set time
B2B prices don't change with quantity — Why: B2B recalculation is off — Fix: Turn on Update B2B pricing when quantity changes
Customers are chased for a few cents — Why: No minor-adjustment limit set — Fix: Set a Maximum charge to skip

FAQ

What happens to the money when someone changes an order?

If they owe more, they are asked to pay the difference. If they are owed money, it goes back automatically. Small amounts can be skipped with minor adjustments.

Can customers add anything from my store?

Only what you allow. Limit by collection, by product tag, or by customer tag. With no limit set, they can add any product.

Will this let customers get things for free?

No. Every change is priced. Adding items means paying more, and the order is not updated until payment succeeds.

Does it work with subscriptions and bundles?

Some order types can't be edited safely. See Which orders can be edited.

What if a customer adds an item and never pays for it?

The order is left with an item nobody paid for. Turn on Reverse unpaid order edits under Settings → Editing window and those items are removed when the editing window ends. Turn on the order hold alongside it so the order does not ship in the meantime.

Can I allow edits for some customers only?

Yes. Limit by customer tags restricts Add items to tagged customers. To block whole orders instead, use Settings → Editing restrictions.

Updated on: 21/08/2026

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