Order Editing
Order editing lets you modify the items in a live order after the customer has checked out. You can add new items, remove existing ones, or change quantities — and then either charge the customer for any increase or refund them for any reduction.
Common use cases:
- Customer calls to add an item they forgot
- You need to substitute an out-of-stock item
- A pricing error needs correcting
- The customer wants to downgrade before you ship
Starting an edit
Open the order, click Actions → Edit order. The order enters Edit mode — the original items are preserved until you confirm the changes.
You cannot edit an order that has already been fulfilled. If items have been shipped, you need to handle changes via a Return or Exchange instead.
Making changes
Adding items
Click + Add item, search your product catalogue, and select a variant and quantity. The new item appears in the edit with a "New" label.
You can override the unit price if needed — useful when offering a loyalty discount for the addition.
Changing quantities
Click the quantity field on any existing item and update it. Increasing a quantity adds cost; decreasing it creates a refund situation.
Removing items
Click the × next to any item to remove it from the order. You will be prompted to confirm the removal.
Confirming the edit
When you are happy with the changes, click Confirm edit. At this point Medusa calculates the difference:
| Scenario | What happens |
|---|---|
| New total is higher | Customer receives a request for additional payment |
| New total is lower | A refund is issued for the difference |
| Total is the same | No payment action needed |
Requesting additional payment
If the new total is higher, choose how to collect the extra amount:
- Send payment link — Medusa emails the customer a link to pay the difference (PesaPal or other configured provider)
- Manual — You collect the extra amount outside the system and mark it as received
Issuing a refund
If the new total is lower, select the payment method to refund to (original payment, gift card, or manual). The refund is processed immediately.
After confirming
The order timeline shows a clear history of what was changed, who changed it, and when. Inventory levels are updated accordingly: removed items have their stock restored; added items reduce available stock.
If a customer's request comes while fulfilment is in progress, cancel the fulfillment first, make the edit, then create a new fulfillment with the corrected items.