This article details how brands using Switchboard can edit an order.
- 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.
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.
Next, click Orders to view the caller's last 5 orders.
Find the order you want to edit and click Modify to begin editing the order.
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.
If the caller want's to proceed with editing this order, click Modify to begin editing.
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.
Next, enter the order number into the Order # field and click Search.
If the order shown matches the order the caller wants to edit, click Modify to begin editing the order
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.
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
If edits need to be made to the customer's information, click the (edit) icon next to the customer to return to the Customer Information Page to make the edits.
Review Store Selection
Next, confirm the location you selected is correct.
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.
If the location needs to be changed, please click the icon above Order to return the Order page to search for another location.
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.
If edits need to be made to the customer's basket, click the (edit) icon next to Menu to return to the Menu Page to make edits.
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.
If edits need to be made to the customer's handoff and time selections, click the (edit) icon next to Time to open the Edit Order modal.
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.
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.
Select one of the available payment methods and fill out the necessary fields (i.e. card information, tip amount, etc.).
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.
If the order was successfully submitted you'll be shown the Order Confirmation page where all relevant order details will be shown.
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.