Customers ask to change an item on an order for all kinds of reasons: they picked the wrong size or colour, they'd rather have a different product, or an item they ordered turns out to be out of stock and needs a substitute. As long as the order hasn't shipped, this is usually fixable.
Things to keep in mind
Product edits like SKU, size, or colour can't be made in the Merchant Admin Portal. The portal only supports edits to shipping, customer, and tax details (see Editing shipping details on an order). Product changes always go through Shopify.
Confirm the order hasn't shipped first. See Reviewing order status when requesting changes for more information.
If your orders ship from a non-bonded warehouse
Check the type of integration you have in your Shopify system.
Pipe17-integrated
Reach out to the Portless Customer Support Team and advise them of the changes. The team will check if SKU modification is still possible.
If the order hasn't shipped yet, the team will edit the SKUs on our end based on your request. You should also make the changes on your Shopify store, as the changes won't sync from the Portless Warehouse Management System back to your Shopify store.
The order gets fulfilled on your Shopify store as soon as the last-mile tracking number gets generated.
OFG-integrated
Note: OFG is a legacy platform and is no longer available to new merchants.
Reach out to the Portless Customer Support Team and advise them of the changes.
The team will check if SKU modification is still possible.
If yes, make the changes on your Shopify store and submit another fulfillment request by clicking the Request fulfillment button. This way, the updated list of SKUs will be shipped.
The order gets fulfilled on your Shopify store as soon as the last-mile tracking number gets generated.
If your orders ship from a bonded warehouse
Because bonded orders may already be in a customs-sensitive stage, we need to confirm with the fulfillment center before anything changes.
Contact the Portless Customer Support Team with the order number and the item change you'd like to make.
We'll check with the fulfillment center and confirm whether the change is still possible.
If it isn't, we'll let you know the order can no longer be changed.
A few important notes
This applies to unshipped orders only.
Requests need to fall within our modification window, see Understanding cutoff times for order modifications.
If inventory for the replacement SKU isn't available, check with the Portless Customer Support Team before proceeding.