Next-generation platform

Replacing a product in the order with its variant

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You can modify an order to replace a product in the order with its variant and capture payment or process refund for any changes in the order total.

Procedure

  1. Log in to Sterling Store Engagement.
  2. To search for orders, use either of the following methods:
    • From the application menu, select Customer service to search by using the Find order portlet.
    • Click the search icon on the status bar and select the search type as Order to search for orders globally from any page.
  3. Enter or scan the order number that you want to modify. Alternatively, use Advanced search to search for the order by using the customer details. For more information about finding orders, see Finding orders.
    The Order summary page opens.
  4. Click Edit.
    Note: You cannot modify an order that is already canceled, shipped, or carried.
    The Edit order page opens.
  5. Click the product description link.
  6. In the Product details page, expand the Product variants panel and select the required variant.
  7. Check the availability of the selected product variant and delivery method that the customer prefers. For more information, see Checking the availability of products.
  8. Select the delivery method based on the preference of the customer.
  9. From the quantity list, select the number of units that the customer wants to order.
  10. Click Add to cart.
    The cart icon is updated to show that the product is added to the cart. You can click the cart icon for a quick view of the products added to cart.
  11. Click Checkout.
  12. In the Edit order page, click Save.
    • In case of refund, the refund is processed automatically and a message is displayed showing the refund methods and the details of amount refunded or reversed for these payment methods. Click View order summary to open the Order summary page.
    • In case additional payment is required, click Continue to complete the payment. The Capture payment page opens.
      1. Select the appropriate payment method. For example, credit card, cash, or gift card.
      2. Based on the selected payment method, enter appropriate details in the related fields.
      3. You can click Add another payment method to add additional payment methods if a customer's payments are spread across multiple payment methods.
      4. In the Amount field, enter the amount that the customer needs to pay for the order.
      5. Click Confirm payment.

        Once the payment is successful, a confirmation message is displayed with the payment details.The Order summary page is displayed with the updated order details.

  13. Click Done to close the Order summary page.