Customer self-service FAQs

Give customers the power to manage their own orders with Order Editor's seamlessly integrated Customer Portal for Shopify. Learn how Customer Portal handles key processes like returns, payments owed, and fraud prevention.

Customer Portal overview

  • Customer Portal is a feature of Cleverific Order Editor that allows customers to make changes to their orders without contacting support. Customer Portal works seamlessly with Shopify to allow customers to easily make changes to their orders post-purchase.

  • Yes, with Customer Portal your customers can easily modify Shopify orders post-purchase.

  • Customers can make post-purchase order changes like:
    - change shipping address
    - change size, color or other variants
    - add or remove an item
    - increase or decrease quantities
    - cancel order

Using Customer Portal

  • No, Customer Portal does not cancel the customer’s original order. Any changes made to the order are saved onto the original order.

  • Yes! As long as Customer Portal isn’t enabled, you can test out the feature. You can still test Customer Portal even if you’re on a lower plan than the Professional plan. Once you enable Customer Portal, you’ll be prompted to upgrade to the Professional plan or higher.

  • No, if a customer forgets to input their discount code when checking out, they cannot use Customer Portal after they’ve placed the order to enter the code. Instead, they should cancel their order and place a new one with their discount code.

  • Customers cannot edit any customizations or personalizations they have added to products in their order, such as monograms, engraving, or other custom text. Those types of custom line item properties are locked from editing after the order is placed. However, customers can still edit variant options like size, color, style, etc. for regular catalog products in their order. So while any custom text or designs the customer specified cannot be changed, they can still modify standard variants for the regular products that are not personalized or made-to-order. This allows flexibility to update sizing or product options, while protecting any customizations made specifically for that customer.

  • Customer Portal provides merchants flexibility to set the timeframe for allowing customer edits. After a Shopify order is placed, a countdown timer can be configured to give customers a window between 15 minutes and 7 days to make changes.

Refunds and amount owing

  • Refunds are not automatic. If a refund is due, you’ll receive a notification with a link to the order page in Shopify, where you’ll be shown the refund amount to be issued. When you issue the refund through Shopify, you can choose if you’d like to send the customer a notification that their refund has been processed.

  • Customers will see a “Pay Now” button on their order page if they owe additional payment after making their order changes. This will lead them to your Shopify checkout, where they must input their credit card details. This will not create a new order. They will also receive a “Payment needed” email if they have an outstanding balance.

  • Yes, you’ll get an email notification sent to the email of your choice when a customer uses Customer Portal. You can input your chosen email for receiving notifications in the Customer Portal settings. If no email is added, emails will get sent to the Shopify admin email address.

  • Yes! Customer Portal works well with ShipStation. You only have to set up a Shopify Flow workflow to ensure orders are marked as “on hold” during your editing window timeframe so ShipStation doesn’t fulfill your order before your editing window ends. Here’s a link for setting up the workflow.

  • No, customers cannot edit their shipping method using Customer Portal.

  • Unfortunately, due to limitations with the Shopify API, taxes will not be recalculated and will remain the same.

  • While the shipping price is not recalculated, we are currently working on a way to update the shipping price if the price changes.

Shipping & fulfillment

  • There are security measures in place that allow you to limit changes to shipping details and maximum item quantity changes. Customer Portal can also check for fraud risk before allowing customers to edit their order, and prevent them from editing.

  • No, your customers cannot edit free items using Customer Portal. This is to prevent fraudulent orders.

  • If a customer placed their order using a discount code or promo code, they will not be able to make edits to that order. Discounted orders are locked from edits after checkout to prevent abuse of promo pricing. Additionally, merchants can add restriction tags in their Customer Portal settings that will prevent editing of certain order types, like BOGO (Buy One Get One) orders. This allows the merchant more control to restrict edits on orders where pricing or discounts could be impacted.

    Summary:

    - Customers cannot edit orders placed with a discount code applied

    - Merchants can tag orders to restrict edits, like BOGO promos

    - This prevents customers from modifying orders just to change pricing or reuse promo codes

    - Standard orders without discounts or tags can still be edited by the customer before shipping

    - Customers can still change their shipping address

  • No, customers cannot edit custom products or fees that are part of their order. However, customers can still edit any regular, non-custom products that are included in their order if needed. The custom products and fees are locked from edits, but regular products can be changed up until the order ships out.

Fraud prevention

  • To easily track Customer Portal order edits for reporting, the tag "Edit Order - Edited by Customer" is added to any order that has been edited using Customer Portal.

    When an edit is made to an order through the Customer Portal, a workflow rule automatically adds the "Edit Order - Edited by Customer" tag to that order. This provides an easy way to filter and identify orders that have been edited through Customer Portal.

    For example, when running order reports, you can apply a filter for the "Edit Order - Edited by Customer” tag to only show orders that have been edited through Customer Portal. You can also apply a filter for an order that has been cancelled through Customer Portal “Edit Order - Cancelled by Customer” which will show orders that have been cancelled with Customer Portal. This gives an accurate count of Customer Portal edits and cancelled orders for reporting on product issues, cancel reasons, or training needs.

    Additionally, Order Editor has a built-in monthly usage dashboard that can track the number of orders edited through the portal each month. This gives you a convenient way to monitor Customer Portal usage over time, without needing to run manual reports.

Reporting

  • Customer Portal is included in Professional, Premium Plus, and Enterprise plans. Each plan includes a monthly allowance for the number of edits customers can make using Customer Portal. You can monitor your usage in the Cleverific Order Editor app. If you reach your monthly limit, you have two options:

    1. Upgrade your plan to get a higher edit allowance. With an upgraded plan, you can continue using the Customer Portal without disruption.

    2. Wait until the next billing cycle, when your edit allowance will reset. The Customer Portal will become unavailable if you exceed your limit, but will reopen at the start of the next billing period.

Pricing

Need more help? Check out our comprehensive Customer Portal help docs to find answers to your questions or email us and we’ll be happy to help you get started.