How to Change an Item in a Marketplace Order

The “Change Item” Quick Action can be used to replace an item in a Marketplace Order with a different item.  This Quick Action can be useful if a customer purchases the wrong item by mistake, or if an item is out of stock and a suitable replacement is been found.  This article will outline how to change out an item in a Marketplace Order using the “Change Item” Quick Action.

Before explaining the process, it is important to note that this Quick Action only works for a 1 for 1 replacement - meaning you cannot replace one item with two items.  Additionally, in many instances, cancelling and replacing the entire order may work better than changing the item - you can have the customer do this, or do it for them using Customer Assist.

To change an order's item, first search for the affected order or item using the Marketplace Center’s Search Function:

The Marketplace Center Search Overview has more information on how to 

search for Marketplace Orders.  The Marketplace Center 

Search Overview can be found here.

Find the affected order and select the item you wish to change in the search results:

On the lower right-hand side of the Marketplace Center, you can see the “Item Quick Actions” that are available to you for the selected order and item:

More information about the Item Quick Actions can be found in this article.

The "Change Item" Quick Action will be unavailable for items that are part of a Picking Batch and for items that have already been shipped.  Notably, the "Change Item" button will not be greyed out for items that are part of a Picking Batch, but if you click "Change Item", you'll receive this error:

To change out the selected item, click the “Change Item” Item Quick Action button:

After you click the “Change Item” button, an item search window will pop up:

Use this search to find the replacement item.  

• You can search for the replacement item using the item's Item Description or its UPC/GTIN.
• You also have the ability to filter the search results using the checkboxes to the right of the search: 
  • These filters can help narrow down results to find available items only.

After locating the replacement item, select it in the search results. 

After selecting the item, you'll need to choose the condition of the replacement item – essentially whether the replacement item will be “New” or “Used”.

Depending on the preferred condition of the replacement item, click either the “New” or “Used” button next to the search.

When the confirmation window opens, click "OK" to finalize the item change.

You will now be able to see the changes made to the order:

In the list of items in the order, you will find:

• A row for the original item.  The “Item Status” for this item will be “Cancelled”
• A row for the new item.

Important: Changing the item will not automatically change the order price.  The system uses the original item’s price for the new item. If the replacement item costs more or less than the original item, you will need to make the appropriate adjustments in the “Item Information” area: More information on adjusting an item's price can be found here. This process makes it easy to track the balance of a customer's order.