Canonical URL: https://chargezen.com/docs/checkoutos/order-edits/overview

# Self-Serve Order Edits

Let customers modify orders themselves, reducing support workload

Last updated: 2025-01-16

**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

```json
{
  "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

```json
{
  "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

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

### Cancel Order

Cancellation Settings

```json
{
  "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

```json
{
  "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

```json
{
  "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



](https://chargezen.com/docs/checkoutos/order-edits/enabling)[

### Edit Settings

Configure edit options

Learn more



](https://chargezen.com/docs/checkoutos/order-edits/settings)

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