Back to Olo.com

Switchboard: Editing an Order


Introduction

This article details how brands using Switchboard can edit an order.

 

Requirements

  • The order to be edited must still be open. Orders that have already been fired to the store can't be edited in Switchboard.
    • ASAP orders can't be edited.
  • If the order was placed outside of Switchboard, then the Allow agents to search all orders setting will need to be enabled.

Steps

1. Find the Customer and Order

2. Edit and Review the Order

3. Select the Payment Method and Re-Submit the Order

 

 

1. Find the Customer and Order Go back to Top

Start New Call Search

To find the customer, enter their email address or phone number into the "Start New Call" field and click Look Up to initiate a search for a customer.

swb_4-0_home.png



Next, click Orders to view the caller's last 5 orders.
1_swb_4_customer_search_recognized_copy.png



Find the order you want to edit and click Modify to begin editing the order.  

1_Screen_Shot_2021-02-16_at_2_39_28_PM__2__copy.png



If you need to view additional details on the order before editing it, click on the Order # to view the detailed order confirmation of the order.

1_Screen_Shot_2021-02-16_at_2_39_28_PM__2__copy_2.png



If the caller want's to proceed with editing this order, click Modify to begin editing.

1.Screen_Shot_2021-02-16_at_2_39_12_PM__2__copy.png

 

 

Direct Order Search

 

If the customer has their order number handy, you can jump directly to their order by searching by order number. To search by order number, click on Order Search.

Screen_Shot_2021-02-16_at_2.53.56_PM__2__copy.png

 

 

Next, enter the order number into the Order # field and click Search.

Screen_Shot_2021-02-16_at_2.39.48_PM__2__copy.png

 

 

If the order shown matches the order the caller wants to edit, click Modify to begin editing the order

1.Screen_Shot_2021-02-16_at_2_39_12_PM__2__copy.png



2. Edit and Review the Order (Order Summary Page) Go back to Top

Now that you've selected the order to edit, its time to make the needed changes. Once the order has been updated you should review all critical order information with the caller before adding payment information and submitting the order. 

 

Review Customer Information

First, review the caller's information to validate that their name and phone number match what you entered. If the customer provided an email address, please verify that information as well. 

2_swb_5-5_order_summary_customer.png

NOTE: If the customer didn't provide an email address when their record was created, then Olo will generate a placeholder email address with the following format: callcenter+<brand_name>_<string>@olo.com
Example: callcenter+buffys_45785@olo.com



If edits need to be made to the customer's information, click the edit_icon.png (edit) icon next to the customer to return to the Customer Information Page to make the edits. 

2_swb_5-5_order_summary_customer_edit.png

 

 

Review Store Selection

Next, confirm the location you selected is correct.

2_swb_5-5_order_summary_location.png



If the caller needs to confirm the crossroads of the selected store or wants to use landmarks that are close by, you can click on the store's address to show a Google Maps modal to provide additional information.

swb_5-5_order_summary_store_map.png

2_swb_5-5_order_summary_map_modal.png



If the location needs to be changed, please click the flow_icon.png icon above Order to return the Order page to search for another location.

2_swb_5-5_order_summary_location_change.png

NOTE: Product availability is subject to the selected location and handoff mode. If the location is changed after the caller added products to their basket, then some products may not be available, and subsequently removed from the basket. You will be shown a notification if this happens.



Review Basket Contents

Confirm that the product selection and subsequent option selection for each product is correct as well as the quantity.

2_swb_5-5_order_summary_basket.png

 

 

If edits need to be made to the customer's basket, click the edit_icon.png (edit) icon next to Menu to return to the Menu Page to make edits. 

2_swb_5-5_order_summary_basket_edit.png

 

 

Review Handoff Mode and Time Selections

Confirm that the handoff selection and the time of handoff match the caller's expectations. Please note that Olo will share the estimated ready time for an order is ASAP is selected as the time mode.

2_swb_5-5_order_summary_handoff-time.png



If edits need to be made to the customer's handoff and time selections, click the edit_icon.png (edit) icon next to Time to open the Edit Order modal. 

swb_5-5_order_handoff-time_edit.png

2_swb_5-5-1_time_modal.png


NOTE:
Product availability is subject to the selected location and handoff mode. If the handoff mode is changed after the caller added products to their basket, then some products may not be available, and subsequently removed from the basket. You will be shown a notification if this happens.

 

 

Add Coupon Code (If applicable)

If the caller wishes to redeem a coupon code, you can enter their code in the Coupon Code field enter click Apply to attach the coupon to the Basket.

2_swb_5-5_order_summary_coupon_code.png

NOTE: If the caller had a coupon code applied to their order before edits were made, you'll need to re-enter the coupon information. 

If the coupon code is valid, the code and subsequent discount will be reflected in the order total section. If the coupon code is not applied to the basket, the user will be shown an error message. 



3. Select the Payment Method and Re-Submit the Order Go back to Top

After you've confirmed the order for the caller, click Next: Payment to add a payment method to the caller's order. 

2_swb_5-5_order_summary.png



Select one of the available payment methods and fill out the necessary fields (i.e. card information, tip amount, etc.).

swb_5-6_payment_methods.png

NOTE: For more detailed instructions on submitting payment information, click here to open the Payments Page instructions.



Confirm that all payment information on the page is correct and matches the caller's expectations. After you've reviewed and verified the payment information, click Submit Order to submit the order.

swb_5-6-2_split_payment_clear_copy_3.png



If the order was successfully submitted you'll be shown the Order Confirmation page where all relevant order details will be shown.

3._swb_order_conf.png

NOTE: The customer will receive a new order number for their updated order. If the customer needs to make more updates they'll need to refer to the new order number. Additionally, the original order number will now be shown as "Cancelled" in the caller's order history.

 

NOTE: If the caller didn't provide their email address then they won't be sent an order confirmation from Switchboard. If the caller needs a receipt they'll need to request one from the store fulfilling the order. 

Didn't find what you need?

Submit a request to our Help Team and someone will
get back to you shortly.

Submit a request

Copyright © 2020 Olo. All rights are reserved.