Runbook: Edit an In-Flight Order
Account: VITAG (Vitagen Labs)
Navigation: Operations → Orders → [find order]
When to Use This Runbook
Use when a customer needs to change something about their order after it's been placed but before it ships — a corrected shipping address, a different product, a quantity change, or adding/removing an item.
Who handles this: Customer service or operations staff with Orders — Edit permission.
Time sensitivity: High. Orders in processing can ship at any time. Act before the warehouse pulls the order.
What Can and Cannot Be Changed
| Change | Possible? | Notes |
|---|---|---|
| Shipping address | ✅ Yes | Any time before shipment |
| Shipping method | ✅ Yes | May affect cost already charged |
| Add an item | ✅ Yes | Requires collecting additional payment |
| Remove an item | ✅ Yes | May require partial refund |
| Situation | Action |
|---|---|
| Order already shipped (carrier has it) | Contact the carrier directly for redirect (UPS: MyChoice, FedEx: Delivery Manager). There's usually a fee. |
| Wrong product shipped | Process a replacement order; do not edit the original. Issue a return label if the customer needs to send back the wrong item. |
| Customer wants to add a product but you're out of stock | Do not add — explain stock status and offer to ship when restocked, or suggest an alternative product |
| Label already printed but not handed to carrier | You may still be able to reprint with a corrected address. Check with your shipping provider. |
| Order is a subscription rebill (auto order) | Changes to a rebill order do NOT affect the subscription itself. If the customer wants the subscription changed going forward, update the Auto Order record separately. |
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