You can edit any order on its Order Details page. When you edit an order, Offset recalculates the entire order, including product prices, taxes, and shipping.
If you aren't seeing the prices you're expecting in the edit order flow, due to new prices for products or shipping set after the order was originally placed, it may be easier to cancel the order and start over. Please reach out to support@offsetpartners.com if you're unsure.
NOTE: See our article on Refunds & Cancellations to understand how to cancel or refund an order outside of the edit order flow.
The Order Adjustments Page
Every time you click Edit Order, you'll eventually land on the Order Adjustments page. This is the most important screen in the edit flow as it shows you exactly what's changing before you commit.
IMPORTANT: The numbers on this page are delta values, which means they represent changes to the order, not totals. A $0 in the shipping field means no additional shipping is being charged. A $20 means twenty additional dollars will be collected. A -$20 means twenty dollars originally charged will be refunded
Use the View Original button to compare what the order looked like before your changes. This is especially helpful when you're making multiple adjustments at once and want to double-check before completing.
Once you're satisfied, click Complete This Order Adjustment. All changes are stamped onto the order's Activity Log with a timestamp and description, so your team can always reference what was changed and when.
Editing Products
To add a new product to an order, click the Edit Items button. To adjust quantities, enter the new number in the Updated field. The Difference and Total fields show how the order will change.
Pricing Restrictions
When you edit an order, product prices are locked to the price at the time the order was placed. You can adjust quantities up or down, but you can't change the per-bottle price.
IMPORTANT: You can't have two different prices for the same product in an order. If a customer bought a wine at $80 and it has since been raised to $100, adding another bottle through Edit Order will add it at $80. If you need the customer to pay the current pricing, cancel the order and create a new one.
Swapping One Product for Another
To replace a product:
Click Edit Order, then Edit Items
Set the original product's quantity to 0
Add the replacement product
On the Order Adjustments page, review the difference — if the products are the same price, you should see $0 in additional charges
If the replacement should be free (e.g., damaged bottle), enter a manual discount to offset the cost
Click Complete This Order Adjustment
NOTE: If the replacement product shows as Sold Out in the Edit Items view, its inventory is likely in a different inventory location than the one assigned to the order. You'll need to move inventory to the correct location first, or cancel and re-create the order.
Adjusting Discounts
IMPORTANT: Be mindful of negative and positive values. A negative number (e.g., -20) applies a discount. A positive number (e.g., 20) removes that amount from an existing discount.
Promo Code Discounts
You can't currently enter a new promo code to an order in the Edit Order flow, but if there is a promo code already on the order, any edits will honor it.
Group & Club Discounts
If a customer is in a Group or Club that receives a % discount, those discounts will be honored in the Edit Order flow for new bottles that are added or removed.
Applying a Manual Discount
One flexibility that the Edit Order flow allows is for you to key in a manual discount in your order. Please be mindful that the value you see or modify in this field is a delta value. If there is already a discount on the order you'll be adjusting the ADDITIONAL discount, not entering in the entire discount.
Removing Shipping, Tax, Discount, or CRV Charges From an Order
To remove a charge category from the entire order, uncheck the checkbox for that field on the Order Adjustments page. Offset accounts for what was originally collected and makes a corresponding refund.
For example, if the original shipping was $86.26, unchecking Shipping removes that amount and results in an $86.26 refund.
Changing an Order's Shipping Addresses or Fulfillment Method
Shipping changes happen on the Order Details page first, then optionally through Edit Order to recalculate charges. This is a two-step process.
Step 1: Update the Shipping Details
On the Order Details page, scroll to the Shipping section
Click Edit
Update the address, method, or both
Click Update Shipping Method
Step 2: Recalculate Charges
If the change affects pricing, such as with a different shipping method, or a new state with a different tax rate, then you need to trigger a recalculation:
Click Edit Order
Go through the flow without changing any products
On the Order Adjustments page, review the updated shipping and tax amounts
Click Complete This Order Adjustment to charge or refund the difference
Applying New Payments
If an order was saved without a payment or if you need to add a charge, you can do this from the Billing section on the order details page.
Scroll to the Billing section
Select Apply New Payment
Add the additional payment amounts to the corresponding cell(s)
Choose the correct Credit Card
Enter a note describing the new payment
Select Add Payment