Amend placed orders post-purchase
Author:
Fluent Commerce
Changed on:
22 Oct 2025
Problem
Customers frequently need to modify orders after placement, whether updating shipping addresses, changing items, or adjusting quantities.
Without flexible order amendment capabilities, retailers must either reject change requests or manually cancel and recreate orders, leading to poor customer experiences, increased service costs, and potential revenue loss. This rigidity prevents retailers from accommodating reasonable customer requests and creates friction in the post-purchase experience.
Example
A furniture retailer received frequent customer requests to modify orders after placement, including changing delivery dates for large items or updating shipping addresses when customers moved. Their system couldn't handle amendments, forcing customer service to manually cancel the original order and create a new one, which often triggered duplicate charges that took days to resolve. During peak seasons, the team spent over 30% of their time managing order changes, and many frustrated customers simply cancelled entirely rather than dealing with the cumbersome process.
