If an attendee requests to have merchandise added or removed from their order, you have two options.
Empower the attendee to make the change themself through the Attendee Account Center
Edit the order yourself (as long as you have Report user permissions enabled)
If you prefer to make the change yourself, follow the steps below.
1. From the Pages screen, select Orders
2. Search for the name on the order you want to edit
💡Tip: Search by name, email or order number (found on the receipt)
3. Click the pencil icon to edit the order
4. Scroll down to the merchandise item and click Add or Remove
5. If you add merchandise that results in a charge, you will be prompted to charge the card they originally paid with
💡Tip: You also can choose to charge a different card. Selecting this will prompt you to enter new credit card details
6. If you removed merchandise and it results in a refund, you will be prompted to refund the card they originally paid with
Note: If you choose Do not refund, an Admin Change Fee will be notated under details and will also be visible in reports so you can later reference the decision.
7. You can choose to send an updated confirmation email with a note notifying the attendee of the change that was made to their order
8. Type whatever custom message you'd and click Save
9. If you issued a refund, you can scroll down to see it notated in brackets below or notice a new completed charge if you added merchandise
10. You also can add a note to the order for internal reference about why you made the change
11. Click Save Note
Congratulations! 🎉 you just added or removed merchandise from an order! 👏