Sometimes an order needs to be stopped or corrected after it is placed. This article covers when you can cancel, why a placed order cannot be edited, how to change its billing profile and what happens when an item runs out.

Feature/Functionality

Overview

• Cancel: only while the order is in Placed.
• Modify: not possible. Cancel and place a new order instead.
• Billing profile: can be changed until the order is invoiced.
• Out of stock: the operations team contacts you with an alternative.

How to use

Cancel an order

You can only cancel an order in Placed. As soon as it moves on, the operations team has already processed it and cancelling is no longer possible. For what each status means, see the order statuses in Track your order.

1. In the console, open Global purchasing > Orders.
2. Select the order you want to cancel.
3. Click Action > Cancel.

If the order has already been processed, email support@factorial.it.

Change an order

A placed order cannot be edited directly. That includes the product, the quantity and the shipping details. To change any of them:

1. Cancel the order while it is still in Placed.
2. Place a new order with the right details.

Change the billing profile

You can switch the billing profile until the order is invoiced.

1. Open the order.
2. In the Billing profile card, click Change the billing profile.
3. Pick another billing profile and click Save.

The invoice is then issued to the new profile. You cannot pick a billing profile without a payment method that can pay for orders. Once the order is invoiced, the billing profile is fixed.

Out-of-stock items

Occasionally a supplier runs out of an item before Factorial IT has processed your order. When that happens, the Factorial IT operations team contacts you and proposes a similar product, so you are not left waiting for a restock. The aim is to keep the delivery in time for your new joiner's start date.

Contact

For any question about an order, the Factorial IT operations team is available at support@factorial.it.

Troubleshooting and FAQ

Troubleshooting

• The Cancel option is missing. The order has left Placed, so it can no longer be cancelled. Email support@factorial.it.
• A billing profile cannot be selected. It has no payment method able to pay an order. Add one to that profile first.
• The billing profile cannot be changed. The order has already been invoiced. After that, the profile is fixed.

FAQ

1. Can I change the quantity on an order?
   No. Cancel it while it is in Placed and place a new one.
    
2. Can I cancel an order that is Confirmed?
   No. Only Placed orders can be cancelled. Contact support@factorial.it for anything already processed.
    
3. What happens to the invoice if I change the billing profile?
   It is issued to the new profile.
    
4. What if an item I ordered is out of stock?
   The operations team contacts you and suggests a similar product so the delivery stays on time.