PROCESS: Adding an Item to or Editing an Existing Order

When to Use This Guide

• When a customer wants to add an accessory or product to their current order.

• When a customer wants to modify an existing order (e.g., change cubby size or design).

• Applicable when orders are in various stages across Shopify, HubSpot, Xero, and Unleashed.

User Roles Access

• Sales Team

• Customer Support Team

• Operations Admin 

Prerequisites

• Access to all relevant systems: Shopify, HubSpot, Xero, Unleashed.

• Permission level to edit orders and create internal tasks.

• Communication with Operations to check feasibility of changes depending on production status.

Steps

1. Confirm Production Status in HubSpot

   • Check the PSOS field under Fulfilment Dates and Notes in the Hubspot Deal side bar 

   • If the order is in any status other than 'Parked' or 'Placed', check with the workshop team to confirm whether the change is still achievable. For small items, this is usually fine but confirmation is still needed.

2. Edit Order in Shopify

   • Follow the detailed steps in the linked guide:
     👉 How-To: Edit a Shopify Order at the Customer’s Request

3. Edit Invoice in Xero to Match

   • Follow this guide to make the necessary invoice adjustments:
     👉 HOW-TO: Edit a Xero Invoice With Payment Applied

4. Sync Confirmation in HubSpot

   • Open the corresponding Deal in HubSpot.

   • Confirm the edits from Shopify have synced and are visible under 'Line Items'.

   • Refresh after 15–20 minutes if needed. If items do not appear, check for sync issues or manually update.

5. Check Shopify Payment Status / Update Unleashed

   • Payment Pending: No further action in Unleashed needed.

   • Paid, Partially Paid, or Partially Refunded: Order has synced to Unleashed and requires manual edit.

     • Add a Note in the order Deal in Hubspot, tagging Operations Admin (@operations)
     • Inform them of the manual changes, and request they review the edited Shopify order and manually update the Unleashed sales order.
       
       

Additional Notes/Tips

• Be proactive in checking progress of order when additions are requested.

• Small item additions are usually easy to implement, but major structural changes require confirmation from multiple teams.

• Always document changes clearly in HubSpot to maintain internal visibility.

Troubleshooting

Search Optimisation

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