Handling Order Issues & Adjustments
For: Sales Representatives, Administrators
Overview
Even with careful order entry and fulfillment, issues can arise that require attention and adjustment. This guide explains how to identify, track, and resolve order problems, as well as how to make necessary adjustments throughout the order lifecycle.
What You'll Learn
Common types of order issues and when they occur
How to report and track issues in the system
Making adjustments to confirmed orders
Editing orders at different lifecycle stages
Cancelling orders and handling returns
Approval workflows for significant changes
What is an Order Issue?
Order Issue = A problem or exception that requires attention during the order lifecycle
Examples:
Payment declined at checkout
Wrong address provided by customer
Product damaged during delivery
Pricing error discovered
Customer requests product substitution
Issue vs Adjustment:
Issue = Problem that needs tracking and resolution
Adjustment = Change made to order (quantity, price, products)
Sometimes resolving an issue requires making an adjustment
Types of Order Issues
Understanding common issue types helps you identify and resolve problems quickly.
Payment Issues
Common payment problems:
Payment method declined:
Credit card expired or over limit
Bank account insufficient funds
Payment gateway error
Credit limit exceeded:
Customer's account credit limit reached
Order total exceeds available credit
Existing unpaid invoices reducing available credit
Payment terms disputed:
Customer expects different terms
Terms changed since last order
Special pricing agreement not applied
Missing payment information:
No payment method on file
Incomplete credit card details
Missing check or wire information
Resolution:
Contact customer for updated payment information
Adjust credit limits if appropriate
Apply correct payment terms
Hold order until payment resolved
Delivery Issues
Common delivery problems:
Incorrect address:
Customer provided wrong address
Address not deliverable (PO box, restricted area)
Business moved to new location
Customer not available:
Business closed on delivery day
No one available to receive delivery
Signature required but no signatory
Access problems:
Loading dock restricted
Gate code or access card needed
Building access hours limited
Delivery window missed:
Traffic or route delays
Previous delivery took longer than expected
Customer requested specific time not met
Resolution:
Confirm correct delivery address
Reschedule delivery for customer availability
Obtain access codes or special instructions
Update delivery notes for future orders
Product Issues
Common product problems:
Wrong product delivered:
Similar products confused
SKU scanning error
Picking mistake in warehouse
Product damaged:
Damaged during shipping
Broken bottles or packaging
Leaking or compromised product
Product expired or near expiry:
Date code expired
Best-by date approaching
Customer refuses short-dated product
Quantity discrepancies:
More or fewer items than ordered
Partial delivery without backorder created
Missing cases from shipment
Resolution:
Replace incorrect products
Issue credit for damaged items
Exchange for fresh product
Create backorder for missing quantities
→ See Managing Backorders
Pricing Issues
Common pricing problems:
Incorrect pricing applied:
Wrong price tier used
Outdated pricing in system
Manual entry error
Deals not applied correctly:
Eligible deal missed
Deal stacked incorrectly
Expired deal applied
Customer disputes price:
Expects previous quoted price
Verbal agreement different from system
Special pricing not configured
Resolution:
Verify correct pricing in system
Apply appropriate deals manually if needed
Update customer pricing configuration
Adjust order pricing with approval
Availability Issues
Common availability problems:
Products out of stock:
Inventory depleted since order created
Allocation exceeded inventory
Inventory count inaccurate
Delayed fulfillment:
Purchase order delayed
Supplier shipment late
Receiving backlog
Backorder situations:
Partial fulfillment only possible
Customer wasn't notified of backorder
Expected date keeps changing
Resolution:
Create backorder for unavailable items
Offer product substitutions
Update expected availability dates
Communicate delays proactively
→ See Managing Backorders
Creating an Order Issue
When to Create an Issue
Create formal issue for:
Problems requiring multiple people to resolve
Issues needing tracking and history
Customer complaints or disputes
Delivery failures or product problems
Items requiring manager approval
Use order notes for:
Minor clarifications
Simple customer preferences
Internal reminders
One-time delivery instructions
Steps to Report an Issue
Complete workflow:
Step 1: Navigate to the order
Go to Orders list
Find and open the affected order
Ensure you're viewing the correct order
Step 2: Click "Report Issue" or "Add Issue"
Button typically in order header or actions menu
Opens issue creation form
Step 3: Fill out issue form
Issue type (required):
Select from dropdown:
Payment Issue
Delivery Issue
Product Issue
Pricing Issue
Availability Issue
Other
Affected line items (if applicable):
Select which products are affected
Not needed for order-level issues (like payment)
Can select multiple items
Issue description (required):
Clear, detailed explanation
Include what happened
Include when it occurred
Include customer's concern or complaint
Example:
Priority level:
High: Customer complaint, delivery failure
Medium: Pricing dispute, product substitution needed
Low: Minor issues, future attention needed
Photos or attachments:
Upload photos of damaged products
Attach delivery receipts
Include email correspondence
Helps with resolution and documentation
Suggested resolution:
Your recommendation for resolving issue
Helps route to appropriate person
Speeds up resolution process
Step 4: Assign to appropriate person (if applicable)
May auto-assign based on issue type
Can manually assign to team member
Manager notification if escalation needed
Step 5: Save issue
Issue created and linked to order
Assignee notified
Issue appears on order detail page
Tracking begins
Who Gets Notified
Automatic notifications:
Assigned team member
Order owner (sales representative)
Customer (if configured for issue type)
Manager (for high priority issues)
Notification includes:
Issue type and priority
Order number and customer
Issue description
Link to order
Managing and Resolving Issues
Viewing Open Issues
On order detail page:
"Issues" tab or section
Shows all issues for order
Badge indicates open issue count
Issues list:
Each issue shows:
Issue type and priority
Creation date
Assigned to
Current status
Brief description
Issue Status Lifecycle
Status progression:
Status meanings:
Open:
Issue reported but not yet addressed
Awaiting assignment or triage
Action needed
In Progress:
Someone actively working on it
Investigation underway
Solution being implemented
Resolved:
Action taken to fix problem
Awaiting customer confirmation
Monitoring for recurrence
Closed:
Issue completely resolved
Customer satisfied
No further action needed
Permanently closed
Working on Issues
Step 1: Claim the issue
Assign to yourself or change status to In Progress
Indicates you're working on it
Prevents duplicate efforts
Step 2: Investigate and diagnose
Review issue details
Check order history
Examine related records
Contact customer if needed
Step 3: Add comments and updates
Document your investigation
Note actions taken
Record customer conversations
Update progress regularly
Example comments:
Step 4: Implement solution
Make necessary adjustments (see below)
Create replacement orders
Issue credits
Reschedule deliveries
Whatever resolves the issue
Step 5: Update status to Resolved
Mark Resolved when action complete
Add final comment explaining resolution
Notify customer if configured
Step 6: Verify resolution and close
Confirm customer satisfaction
Verify issue won't recur
Mark as Closed
Issue removed from active issues
Making Order Adjustments
Adjustments modify order details after the order has been created or confirmed.
When Adjustments Are Needed
Common scenarios:
After order confirmed but before fulfillment:
Customer changes mind about quantity
Pricing error discovered
Product no longer available, need substitution
Customer adds additional items
During fulfillment:
Partial fulfillment due to inventory shortage
Product damaged, reducing quantity
Customer modifies delivery on the spot
Post-delivery corrections (limited):
Credit for damaged items
Billing adjustments
Documentation corrections
Important status restrictions:
✅ Draft orders: Freely editable
✅ Confirmed orders: Adjustments with restrictions
⚠️ Fulfilled orders: Very limited adjustments
⚠️ Delivered orders: Cannot modify items (credits only)
Quantity Adjustments
Increasing quantities:
When allowed:
Order still in Confirmed status
Inventory available for additional quantity
Customer requests more product
Steps:
Open order detail page
Click "Edit" or "Adjust Quantities"
Find line item to adjust
Enter new quantity (higher than current)
System checks inventory availability
Review updated order total
Save adjustment
What happens:
Inventory allocated for additional quantity
Pricing recalculated (may apply volume deals)
Order total updates
Adjustment logged in order history
Reducing quantities:
When allowed:
Order in Confirmed status (not yet fulfilled)
Customer requests less product
Partial fulfillment already occurred
Steps:
Open order detail page
Click "Edit" or "Adjust Quantities"
Find line item to adjust
Enter new quantity (lower than current)
Review updated order total
Add adjustment note explaining reason
Save adjustment
What happens:
Excess inventory allocation released
Pricing recalculated
Order total reduced
Available inventory increased
Adjustment logged
Price Adjustments
Correcting pricing errors:
When needed:
Wrong price tier applied
Deal missed during order entry
Manual discount promised to customer
Competitive price match
Steps to adjust pricing:
Step 1: Navigate to order
Find order needing adjustment
Verify current pricing
Step 2: Click "Adjust Pricing" or "Edit Prices"
May be under Actions menu
Opens price adjustment interface
Step 3: Select adjustment type
Option A: Apply deal manually
Select deal from available deals
System applies deal rules
Pricing recalculated automatically
Option B: Manual price override
Click on price field
Enter corrected price
Add reason for override (required)
Option C: Percentage discount
Enter discount percentage
Applied to selected items or entire order
Reason required
Step 4: Enter adjustment reason
Required for audit trail
Examples:
"Pricing error - applying correct 2024 price list"
"Customer loyalty discount approved by manager"
"Price match for competitor offer"
Step 5: Request approval if needed
Large discounts may require manager approval
System routes to approver
Order locked until approved
→ See Approval Workflows below
Step 6: Save adjustment
Pricing updated
Order total recalculated
Customer sees updated price
Adjustment logged
Product Substitutions
When substitutions needed:
Original product unavailable
Customer requests different product
Similar product offered at same price
Steps to substitute:
Step 1: Identify item to replace
Open order detail page
Find line item needing substitution
Step 2: Click "Substitute Product"
Opens product search
Similar to adding items to order
Step 3: Search and select replacement
Search by name, SKU, or category
Select replacement product
Choose correct variant
Step 4: Configure substitution
Quantity:
Usually same quantity as original
Can adjust if needed
Pricing:
Keep original price: Customer pays original amount (common)
Use new product price: Customer pays replacement price
Adjust manually: Custom pricing
Notes:
Explain substitution reason
Note customer approval
Document price difference handling
Step 5: Confirm substitution
Original item removed
Replacement added
Pricing updated
Inventory allocation changed
Customer notified (if configured)
Adding or Removing Items
Adding items to confirmed order:
When allowed:
Order in Confirmed status
Not yet fulfilled
Customer requests additional products
Steps:
Open order detail page
Click "Add Item" or "Add Line"
Search for product
Select variant and quantity
Pricing applied based on customer's deals
Verify inventory available
Save changes
What happens:
New item added to order
Inventory allocated
Order total recalculated
Item included in fulfillment
Removing items from confirmed order:
When allowed:
Order in Confirmed status
Not yet fulfilled
Customer no longer wants item
Steps:
Open order detail page
Find line item to remove
Click "Remove" or delete icon
Confirm removal
Add removal reason (recommended)
Save changes
What happens:
Item removed from order
Inventory allocation released
Order total recalculated
Item not fulfilled
⚠️ Cannot remove items after fulfillment - Use credits instead
Editing Confirmed Orders
After an order is confirmed, editing is limited to protect data integrity and prevent errors.
What Can Be Changed
✅ Delivery information:
Delivery date
Delivery time window
Delivery address (before fulfillment only)
Delivery instructions
✅ Order notes:
Internal notes
Special instructions
Customer preferences
✅ Payment information:
Payment method
Payment terms (with approval)
Purchase order number
✅ Line items (with restrictions):
Quantities (if not fulfilled)
Pricing (with approval)
Product substitutions (if not fulfilled)
What Cannot Be Changed
❌ Customer account:
Once order confirmed, cannot change customer
Would affect pricing, terms, credit limits
Create new order for different customer instead
❌ Already fulfilled items:
Cannot modify quantities of fulfilled items
Cannot change products already delivered
Use credits/returns for post-fulfillment corrections
❌ Historical data:
Original order date
Confirmation timestamp
User who created order
Editing Workflow
Step 1: Open order detail page
Navigate to Orders
Find order to edit
Check current status
Step 2: Click "Edit Order"
Button may be in header or actions menu
Available only if editable
Disabled for Delivered orders
Step 3: Make changes
Update allowed fields
System validates changes
Prevents invalid edits
Step 4: Review changes
Summary of changes shown
New order total displayed
Impact on inventory shown
Step 5: Add edit reason
Required for significant changes
Appears in order history
Audit trail for compliance
Step 6: Save changes
Order updated
History logged
Relevant parties notified
Cancelling Orders
Sometimes orders need to be cancelled rather than adjusted.
When to Cancel vs Adjust
Cancel when:
Customer no longer wants any items
Cannot fulfill order within acceptable timeframe
Payment cannot be secured
Fraud or compliance issue
Duplicate order created
Adjust when:
Customer wants some items but not all
Quantity changes but order still needed
Product substitution acceptable
Minor changes to existing order
Cancellation Process
Step 1: Navigate to order
Find order to cancel
Verify it's the correct order
Check current status
Step 2: Click "Cancel Order"
Usually in actions menu or header
May require confirmation
Available until order delivered
Step 3: Select cancellation reason
Required for reporting and analytics
Common reasons:
Customer Requested
Payment Issue
Cannot Fulfill
Duplicate Order
Fraud/Compliance
Other (specify)
Step 4: Enter detailed notes
Explain specific circumstances
Note customer communication
Document who authorized cancellation
Step 5: Choose customer notification
Send cancellation email (recommended)
Or notify customer separately
Include reason and contact info
Step 6: Confirm cancellation
Final confirmation required
Action is permanent
Cannot un-cancel an order
What Happens When Cancelling
System actions:
✅ Order status changes to Cancelled
Removed from active orders
Appears in cancelled orders list
Visible in order history
✅ Inventory allocations released
All reserved inventory freed
Available for other orders
Inventory counts updated
✅ Customer notified (if selected)
Email with cancellation details
Contact information for questions
Next steps if applicable
✅ Financial records updated
No invoice created (if not delivered)
QuickBooks not updated (order never synced)
Internal records marked cancelled
❌ QuickBooks impact:
Order never reaches QuickBooks (only Delivered orders sync)
No invoice to void
Clean cancellation
Important:
Cancellation is permanent
Cannot reactivate cancelled order
Must create new order if customer changes mind
Partial Cancellations
Some systems support cancelling individual line items while keeping order active:
If supported:
Select specific line items to cancel
Remaining items stay on order
Order continues through fulfillment
Only cancelled items removed
If not supported:
Cancel entire order
Create new order with desired items
Link orders in notes for reference
Returns and Credits
Handling products returned after delivery.
Return Process
When returns occur:
Customer received wrong product
Product damaged in transit
Product quality issue
Customer over-ordered
Return authorization:
Step 1: Customer requests return
Contact from customer
Reason for return
Items and quantities
Step 2: Verify return eligibility
Check return policy
Verify purchase date
Confirm product condition requirements
Check if restockable
Step 3: Create return authorization (if applicable)
Generate RMA (Return Merchandise Authorization) number
Provide return instructions to customer
Schedule pickup or accept drop-off
Step 4: Receive returned product
Inspect condition
Verify quantities
Check against RMA
Step 5: Process return
Restock if resaleable
Mark as damaged if not
Update inventory accordingly
Creating Credits for Returns
After return processed:
Option A: Credit on customer account
Credit applied to account balance
Available for future purchases
Option B: Refund original payment
Process refund via original payment method
May require accounting approval
Document refund details
Option C: Credit memo (QuickBooks integration)
Creates QuickBooks credit memo
Reduces customer balance
Can apply to open invoices
Restocking Returned Items
If product resaleable:
Inspect thoroughly
Verify expiration dates
Check packaging integrity
Add back to inventory
Make inventory adjustment
If product not resaleable:
Mark as damaged
Remove from sellable inventory
Document for vendor claims
Dispose of properly
Approval Workflows
Certain adjustments may require manager approval before taking effect.
When Approval Required
Common approval scenarios:
Price discounts above threshold:
Discount percentage > 15%
Total discount amount > $500
Below-cost pricing
Custom pricing arrangements
Quantity changes:
Large quantity increases
Adding high-value items
Bulk order adjustments
Order cancellations:
Orders above certain value
Standing orders or recurring orders
Contracts or special agreements
Credit issuance:
Credits above threshold
Frequent credits to same customer
No-fault credits (company error)
Configuration:
Approval thresholds set by administrators
Role-based approval routing
May vary by organization
Approval Process
Step 1: Make adjustment requiring approval
Enter changes as normal
System detects approval needed
Warns you approval required
Step 2: Submit for approval
Click "Submit for Approval" or similar
Add justification/reason (required)
Select approver (may auto-select)
Example justification:
Step 3: Approval routed
Notification sent to approver
Order locked pending approval
Cannot modify further
Timer starts (may have deadline)
Step 4: Approver reviews
Approver sees request details
Reviews justification
Checks supporting docs
Can:
Approve (changes take effect)
Reject (changes reverted)
Request more information
Step 5: Decision applied
If approved:
Changes take effect immediately
Order unlocked
Requester notified
Order proceeds normally
If rejected:
Changes reverted
Order returns to previous state
Requester notified with reason
Can resubmit with modifications
Viewing approval status:
Order shows "Pending Approval" badge
Approval history visible in order timeline
Can see who approved/rejected and when
Best Practices
Issue Management
✅ Document all issues thoroughly
Include photos of damaged products
Screenshot delivery problems
Attach relevant correspondence
Details help with resolution and future prevention
✅ Communicate adjustments to customer before making
Confirm customer agreement
Explain impact on price or delivery
Get verbal or written approval
Prevents disputes later
✅ Resolve issues before marking order Delivered
Delivered status triggers QuickBooks sync
Harder to adjust after delivery
Clean resolution before finalizing
✅ Use issue tracking vs ad-hoc notes
Formal issues for important problems
Trackable and reportable
Better than scattered notes
Creates accountability
✅ Get approval for significant adjustments
Follow approval workflows
Document justification
Protect against errors
Compliance and audit trail
Making Adjustments
⚠️ Don't adjust fulfilled orders without supervisor approval
High risk of inventory errors
May conflict with delivery
Can cause QuickBooks discrepancies
Get approval first
⚠️ Don't cancel orders without confirming with customer
Verify cancellation request
Offer alternatives first
Document customer confirmation
Prevent misunderstandings
💡 Tip: Review order carefully before confirming
Easier to fix in Draft status
Confirmation triggers inventory allocation
Reduces need for adjustments
💡 Tip: Use substitution feature vs cancel and recreate
Maintains order history
Preserves customer communication
Faster than creating new order
Better audit trail
Common Issues & Solutions
Cannot edit confirmed order
Problem: Edit button disabled or changes won't save
Check:
✓ Is order already Fulfilled or Delivered?
✓ Do you have permission to edit orders?
✓ Is order locked pending approval?
✓ Are you trying to change restricted fields?
Solutions:
Verify order status - can only edit Confirmed orders
Check your user role permissions
Wait for pending approvals to complete
Use adjustment features instead of direct edit
Contact supervisor for elevated permissions
Price adjustment not saving
Problem: Try to adjust price but change doesn't take effect
Check:
✓ Does adjustment exceed approval threshold?
✓ Is there an active approval workflow?
✓ Are you using correct adjustment method?
✓ Is order in editable status?
Solutions:
Submit for approval if required
Check approval workflow status
Use "Adjust Pricing" feature vs direct edit
Verify order not yet Delivered
Review error messages for specific issue
Cannot cancel order
Problem: Cancel button not available or doesn't work
Check:
✓ Is order already Fulfilled or Delivered?
✓ Do you have cancellation permissions?
✓ Is order part of standing order or contract?
✓ Are there integration locks (QuickBooks)?
Solutions:
Fulfilled/Delivered orders cannot be cancelled - use credits instead
Check role permissions for cancellation rights
Contact account manager for contract orders
Wait for integration sync to complete
Escalate to supervisor if urgent
Issue not visible to team
Problem: Created issue but team member can't see it
Check:
✓ Is issue assigned to correct person?
✓ Does team member have permission to view issues?
✓ Is issue still in draft status?
✓ Are there role-based visibility restrictions?
Solutions:
Assign issue to team member directly
Verify team member's role permissions
Ensure issue was saved (not draft)
Check organization's issue visibility settings
Contact administrator to adjust permissions
Inventory insufficient for quantity increase
Problem: Try to increase quantity but system says not enough inventory
Check:
✓ Current on-hand inventory count
✓ Other allocations using same inventory
✓ Is inventory available vs on-hand?
✓ Product variant correct?
Solutions:
Check available inventory (not just on-hand)
Review other orders allocating same product
Verify correct variant selected
Wait for incoming inventory
Consider partial increase or backorder
Related Documentation
Order Management
Creating Orders - Initial order entry process
Order Status Lifecycle Explained - Understanding order statuses
Fulfilling Orders Step-by-Step - Fulfillment workflow
Managing Backorders - Handling out-of-stock situations
Credits & Returns
Understanding Credits in Masava - Credit system overview
Viewing and Applying Credits - How to use credits
Inventory Management
Understanding On-Hand vs Available Inventory - Inventory availability
Making Inventory Adjustments - Correcting inventory
Integrations
QuickBooks: Understanding the Sync Process - How orders sync to QuickBooks
Need Help?
For issue tracking:
Document thoroughly with photos and details
Assign to appropriate team member
Follow up on resolution progress
For order adjustments:
Verify order status allows changes
Get customer approval first
Follow approval workflows for significant changes
For cancellations:
Confirm with customer
Choose appropriate reason
Document in detail
For returns:
Follow return authorization process
Inspect returned products
Create appropriate credits
Update inventory correctly
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