Change product options refuses loudly instead of guessing, so there is always a specific reason. Match what the customer told you to one of the cases below.
The Change product options row is missing
The Tacey block is not placed on the Thank you page (checkout editor) or the Order status page (customer accounts editor).
The tool is off. In Tacey, open Editing Tools, click Set up tools, and check Change product options.
Everything has shipped. The tool needs at least one unshipped item. The customer sees "Everything on this order has already shipped, so it cannot be changed here."
The edit window has closed. "The time to make changes to this order has passed."
The order type is refused: - Shop Pay Installments: "This order was paid with Shop Pay Installments, so it cannot be changed here." - created by another app: "This order was created by another app, so it cannot be changed here." - payment not completed (cash on delivery, bank transfer, manual payment): "Payment for this order has not completed yet, so it cannot be changed." - placed before 2019: "This order is too old to be changed." - local delivery: "This is a local delivery order, so it cannot be changed here." - business account: "This order was placed through a business account, so it can't be changed here." - part of a subscription where the items do not match the subscription: "This order is part of a subscription, so changes to items or quantities cannot be made here." - cancelled, merged into another order, or carrying one of your Blocked order tags.
Orders paid in another currency can be changed.
The minus button is missing
Let customers reduce or remove items is off.
The order is already at its floor. At least one item always stays, or more if you set Keep at least this many items.
The plus button is missing
Both Let customers increase quantity and Allow charging for added items must be on.
There is no size or colour picker
Let customers swap size or color is off, or the product has only one option.
A change was refused
Customer saw | Why |
"This order can't be reduced to nothing here." | The change would empty the order. Point them to Cancel order. |
"This order must keep at least the number of items we require." | Your Keep at least this many items floor. |
"This item was charged import duties, so it can only be removed completely, not reduced." | Duties cannot be split automatically. |
"This change would remove the discount that's been applied to your order." | The discount depends on the item being removed or swapped. |
"That option costs a different amount, and swapping to a different price is not available here yet." | Swaps must cost the same. |
"That option is currently out of stock." | Not available for sale, or out of stock at your chosen locations. |
"This item has already shipped, so it can't be changed." | Only unshipped quantities change. |
"You've reached the maximum number of changes allowed on this order." | Your edit limit in Global settings. |
"We're updating this order right now. Please try again in a moment." | Another change to the order was saving at the same instant. |
The change saved but the refund did not arrive
Store credit chosen, but store credit is not available (classic customer accounts, store credit off in Shopify, or a guest checkout). No card refund is sent instead. The order shows under Needs your action.
Shopify refused the refund. The customer sees "Your order was updated, but your refund couldn't be sent automatically." The Ledger records Shopify's reason; refund by hand in Shopify.
The customer increased a quantity but has not paid
The order is held and tagged `tacey-payment-owed`. After Hours to wait for payment on an added item (24 by default) the hold is released and the higher quantity stays on the order unpaid, so follow up before it ships.
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