Customer Services Actions
This page is created to explain all the actions a Customer Service can do on the order detailed page
Introduction
This page lists all actions a Customer Service agent can perform from the Order Details page in OneStock. 📄 To find an order, refer to:
⚠️ Important: Modifying an address in OneStock does not trigger an event and will therefore not be reflected in external systems (e-commerce platform, WMS, CRM, etc.). This change is local to OneStock only.
1. Search and view orders
Refer to the page for full details on how to search, filter and access orders.
2. Modify address information
When to use: A customer contacts support to update their delivery or billing address after placing an order.
The list of editable address fields displayed in the form is configurable.
2.1 Update a home delivery address
Goal: Correct or update the shipping address for a home delivery order before it is dispatched.
When: Use this when a customer provides a new delivery address and the order has not yet been handed off to the carrier.
Steps:
Open the order
Click the pencil icon in the Shipping Address section
Modify the required fields
Click Submit
Impact & warnings:
The change applies to the delivery address only. To update the billing address, use the Billing Address section separately.
Updating the address does not regenerate shipping labels or carrier documents already created (depending on the configuration). Check with the logistics team if a label has already been printed.
No event is sent to external systems, the change stays in OneStock.
When you modify the delivery address of the order, depending on the parcel state and the configuration, the address of the parcel is modified.
Configuration in : Back Office > Configuration > Carriers > General settings
2.2 Update a Click & collect or Reserve & Collect store
Goal: Change the collection store for a customer who can no longer pick up from the originally selected location.
When: The collection store can be changed as long as the order is still under orchestration. The collection contact details can be updated at any time.
Steps:
Open the order
Click the pencil icon in the In-Store Collection section
In the pop-in, click Change Collection Store
Search for the new collection store
Validate your choice
Impact & warnings:
If the order has already been assigned to a store (stock allocated), changing the store may trigger a re-orchestration depending on your workflow configuration.
No event is sent to external systems.
2.3 Update a Pick up point delivery
Goal: Change the pick-up point (relay point, locker, etc.) selected by the customer.
When: The pick-up point can be changed as long as the order is still under orchestration.
Steps :
Open the order
Click the pencil icon in the In-Store Collection section
In the pop-in, click Change Collection Store
Search for the new pick-up point
Validate your choice
Impact & warnings:
Same as above: possible re-orchestration depending on workflow configuration.
No event is sent to external systems.
2.4 Update a billing address
Goal: Correct the billing address associated with an order (e.g. for invoice purposes).
When: This can typically be done at any time, as the billing address does not impact fulfillment.
Steps:
Open the order
Click the pencil icon in the Billing Address section
Modify the required fields
Click Submit
Impact & warnings:
The change applies to the billing address only and has no impact on delivery or fulfillment.
No event is sent to external systems — existing invoices in your e-commerce or ERP system will not be updated automatically.
3. Cancel an order
Goal: Cancel an order at a customer's request or in case of an operational issue.
When: Cancellation is only possible if the order's workflow state allows it. If the fulfillment process is too advanced (e.g. already shipped), cancellation may not be possible or may only be partial.
⚠️ Warning: Cancellation availability depends on your workflow configuration. Not all orders or items can be cancelled at every stage.
3.1 Cancel items one by one
Steps:
Open the order
Click on an item you want to cancel — the item modification pop-in opens
Click Cancel the item (red button, bottom left corner of the pop-in)
Repeat for each item to cancel
Once all items are cancelled, the order is automatically set to Removed.
3.2 Cancel all items at once
Steps:
Open the order
Click Edit multiple items at the top of the items section
In the pop-in, select the new state: "Removed"
Select all items
Click Edit
The order is then automatically cancelled.
4. Manage item statuses
Goal: Manually update the status of one or multiple order line items when needed (e.g. to unblock a stuck order, reflect a physical action taken in store, etc.).
Warning: Manual state changes bypass the normal workflow. Use with caution and only when instructed or when the standard process is blocked.
4.1 Bulk line item states changes
4.2 Single line item state changes
You can manage parcel states the same way.