Self-Serve Order Edits

Self-Serve Order Edits empowers customers to modify their orders after checkout without contacting support. Add items, change quantities, update shipping addresses, or cancel — all through an automated, customer-friendly interface.

Support Reduction

Stores using self-serve order edits see 40-60% reduction in "change my order" support tickets. Customers prefer fixing things themselves when it's easy.

Why Self-Serve Order Edits

Benefits

Reduced support load — Fewer tickets, faster resolution
Better customer experience — Instant changes, no waiting
Higher satisfaction — Customers feel in control
Increased revenue — Customers can add more items
Lower costs — Automation vs manual support labor

What Customers Can Do

Add Items

Customers can add more products to their order:

Add Items Configuration

{
  "add_items": {
    "enabled": true,
    "products": {
      "source": "recommendations",
      "fallback": "bestsellers",
      "exclude_out_of_stock": true
    },
    "pricing": {
      "use_current_prices": true,
      "honor_original_discounts": false
    },
    "payment": {
      "charge_difference": true,
      "payment_method": "original"
    }
  }
}

Change Quantities

Quantity Changes

{
  "change_quantity": {
    "enabled": true,
    "increase": {
      "allowed": true,
      "max_increase": 10
    },
    "decrease": {
      "allowed": true,
      "min_quantity": 1,
      "allow_remove": true
    },
    "refund": {
      "method": "original_payment",
      "timing": "immediate"
    }
  }
}

Update Shipping Address

Address Changes

{
  "update_shipping": {
    "enabled": true,
    "address_validation": true,
    "recalculate_shipping": true,
    "restrictions": {
      "same_country_only": false,
      "blocked_regions": []
    }
  }
}

Cancel Order

Cancellation Settings

{
  "cancel_order": {
    "enabled": true,
    "require_reason": true,
    "reasons": [
      "Changed my mind",
      "Found better price elsewhere",
      "Ordered by mistake",
      "Taking too long to ship",
      "Other"
    ],
    "refund": {
      "method": "original_payment",
      "timing": "immediate"
    },
    "restock_items": true
  }
}

Edit Window

Control when orders can be edited:

Edit Window

{
  "edit_window": {
    "type": "time_based",
    "duration": {
      "value": 60,
      "unit": "minutes"
    },
    "extend_if": {
      "not_yet_fulfilled": true,
      "not_yet_shipped": true
    },
    "close_when": {
      "fulfillment_started": true,
      "label_printed": false
    }
  }
}

Edit Window Strategy

Start with a generous window (1-2 hours) and adjust based on your fulfillment speed. The goal is to allow edits before orders enter your fulfillment pipeline.

Customer Access

Customers access order edits through:

Access Methods

Order confirmation email — "Edit Your Order" link
Order status page — Edit button while window open
Account portal — Edit recent orders
SMS notification — Link to edit page

Notifications

Notification Settings

{
  "notifications": {
    "customer": {
      "edit_confirmed": {
        "email": true,
        "sms": false
      },
      "window_closing": {
        "enabled": true,
        "send_before_minutes": 15
      }
    },
    "merchant": {
      "order_edited": {
        "email": true,
        "slack": true
      },
      "order_cancelled": {
        "email": true,
        "slack": true
      }
    }
  }
}

Security

Order edit access is secured:

Unique, time-limited edit links
Email verification for sensitive changes
IP-based fraud detection
Audit logging of all changes

Order Edit Analytics

Track order edit usage:

Edit rate — % of orders edited
Edit types — What changes are made
Revenue impact — Items added vs removed
Support deflection — Tickets avoided

Get Started

Enabling Order Edits

Step-by-step setup guide

Learn more

Edit Settings

Configure edit options

Learn more