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Change order email template

What can still change before it ships.

Ask what they want to change, make the changes you can, and pass the rest to your team with the details.Updated · By Ziyad Basheer
Use this template freeSee the template

Short answer

Most orders can be edited until they ship: the address, an item, a size or the quantity. Ask exactly what should change, say who makes the change and when it is confirmed, and once the order has shipped, switch to the return route.

The templates

Fills in from Shopify, with a fallbackYours to fill in
EmailAsk what to change
Subject: Changing order.name
Hi customer.first_name, Good timing: order.name has not left our warehouse, so it can still be changed. What would you like to change? For example: 1. The delivery address, including an apartment or unit number. 2. Removing an item, or swapping its size or colour. 3. Adding something you forgot. Reply with the details and we will confirm by email once the order is updated. Edits are possible until it ships, usually within 1 business day.
ChatShort reply
order.name is still with us, so there is time to change it. What would you like to change: the address, an item, or something else?
Internal noteBefore you reply
Edit requested on order.name. Fulfillment: order.fulfillment_status. Edit in Shopify only while unfulfilled. If the change raises the total, send the invoice for the difference before confirming.

When to use

The customer asks whether they can change an order that has not shipped yet, without saying exactly what. Not when the request is clearly a size swap, an added item or a new address.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They want a changeYour order edit topic is detected, such as “Can I change my order”.
The order is foundOrder exists is true.
Not shipped yetTracking exists is not true. After that, changes become returns.

Example conversation

Customer
I placed an order an hour ago. Can I still make a change?
Aide
#1057 has not left our warehouse, so there is still time. What would you like to change: the address, an item, or something else?
Customer
I want to add a second teapot.
Aide
Got it. I have passed that to our team with the details. They will add the teapot and email you if there is anything extra to pay.
✓Order #1057 still unfulfilled in Shopify

Frequently asked questions

Usually, up to the moment it ships. From then on the order is fixed, and anything unwanted is handled as a return.

Yes, while it is unfulfilled. In Shopify admin, a store can add or remove items and change quantities, and send an invoice when the new total is higher.

For a verified shopper, Aide can change the shipping address, remove an unshipped item or cancel the order, once you allow those actions. Additions and size swaps go to your team.

Until you hand it to the carrier. Put that window in the reply, such as before 2 pm the next business day, so nobody asks too late.

Templates for each kind of change

Change size or colorSwap a size or colour before the order ships.Email · Chat · Internal noteAdd item to orderThe customer wants to add something to an order.Email · Chat · Internal noteRemove item from orderTake an unshipped item off the order.Email · ChatUpdate shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal noteCancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note

Related

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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