Article

If a customer wants to change the order before it has been shipped, changes need to be made in Magento.

It is not possible to change the article in the existing order. A new order needs to be created.

1. Check if status is Processing in Magento

2. Check the status in Monta and cancel if possible (see Systems - Monta - Cancel an order when it is possible and how to cancel)

3. If already shipped, please see Deliveries - Cancelling an order

4. Put the order On Hold to avoid that the order will be handled by Monta 

Below procedure applies to orders with status Processing only!

Please ask a colleague who handles refunds to assist the first time!

1. The customer has to pay the correct amount (more/less/same?)
   The price of the new article needs to be checked.
   Same price - Go to Step 2
   Price new article lower than original? Order needs to be partially Refunded. Please ask a colleague who handles Refunds to handle the refund.
   Price new article higher than original? Customer needs to pay difference in price via Manual Payment Link (see Systems - Mollie - Manual Payment Link)

2. The correct article needs to be shipped
   The original order cannot be modified. A new order has to be created:
   Click on Reorder
   Remove the original article (Select the article and select Remove)
   Add products by clicking on Add Products by SKU if you know the article number (copy-paste article number, insert amount and click on Add to Order)
   Then click on Update Items & quantities
   NOTE: apply the price that the customer pays! Do not insert the price difference only!
   Submit the order
   Status of the order will be processing
   If the price is the same or lower, the order has to be shipped. This is not done automatically.
   Magento does not know that the order was already paid.
   Click on Invoice (to manually create the invoice/payment), scroll down and Submit Invoice
   Magento will now handle the rest of the process automatically
   If the price is higher, Magento should automatically handle the order when the Manual Payment Link has been paid.
   If the order amount is 199 euro and Manual Payment Link for 25 euro, the order should leave automatically
   It is always recommended to check if the order was handled correctly

3. The administration needs to be correct
   At this moment you have 2 magento orders and only 1 has been shipped.
   The amount paid in Mollie, should always 100% match the amount in Magento.
   This should be done by e.g. partial refund / Manual Payment Link
   The price of the article, should be the price the customer needs to pay.
   It is NOT allowed to simply modify the price into the price the customer needs to pay extra. This has a very negative impact on margins and on the invoice of the customer, it will look like he has only paid a very low amount.
   The customer needs to have a correct invoice and credit note if applicable
   One of the orders needs to be refunded for administration purposes
   - Add comments in the original AND new order so the orders are linked
   New order: " Order modified on request customer - please see order XXX for payment of this order SV"
   Original order: "Order modified on request customer - please see order XXX for new order SV
   - Refund the original order in Magento (no money will be credited, only for administration purposes!!)
   When the status is On Hold, the order cannot be refunded. Unhold the order and manually Ship the order. The system will now allow you to Refund
   Select Credit Memo on the top and refund the complete order by clicking on Refund offline
   For partial refund, please adjust the amount before refunding