Open Order Merge in Tacey and start a Manual Merge. You pick the order to keep and the order to combine into it. Tacey moves the second order's items onto the first at no extra cost and cancels the second, so you pack and ship one parcel. Nobody is charged again, and it is free on every plan.
When to use it
A customer places an order, remembers something, and places a second order an hour later. Shipping both separately costs you twice and annoys the customer. Merging turns them into one order to fulfill.
How it works
The order to keep (the survivor) stays open and receives the other order's items, at no extra cost.
The order to combine in (the absorbed order) is cancelled, with no refund, because the customer's payment for it is kept. It stays marked Paid.
No new order is created, and both orders keep their own original payment, unchanged.
How to merge two orders
Open Order Merge in the Tacey menu and click Start a merge on the Manual Merge card.
Under Order to keep (the survivor), search by order number, for example `1023`, and click Select.
Under Order to combine in (will be cancelled), search for the second order and click Select.
Read What happens when you confirm. It spells out, for your two orders: - which order's items are added to which, at no extra cost; - that the second order is cancelled and stays marked Paid; - that no payment is charged; - that Shopify's own Sales reports may still count the second order's items as ordered, and that the merge record is the accurate one.
If the two orders ship to different addresses, tick the box confirming you understand that everything ships to the kept order's address. The other address is not used.
Click Confirm merge.
You see Merge complete and "#1024 was combined into #1023."
If the pair cannot be merged, you see This pair can't be merged yet with the reasons, before anything changes.
What you see afterwards
In Shopify, the kept order has the extra items and the other order is cancelled.
In Tacey, the kept order shows This order was combined and the cancelled one shows This order was combined into another. Both orders' ledgers record the merge, with Who asked set to You.
In Merge History (on the Order Merge page), every attempt is listed with its status: Combined, Partially combined or Did not go through.
The customer is emailed that their two orders were combined into one shipment, and that no extra charge or refund was made.
You get a notification email at your store notification address, unless you turned off Order merged notification on the Order Merge page.
While a customer is editing
If the customer is changing one of the orders at that exact moment, the merge waits: "This order is currently being edited by a customer and can't be merged right now. Try again in a few minutes." This stops two changes colliding on the same order.
What this does NOT do
It does not charge the customer or refund them for the merge itself.
It does not merge more than two orders. An order that is already part of a merge cannot be merged again.
It does not create a third order.
It does not undo. A merge cannot be reversed from Tacey.
Frequently asked
What about the second order's shipping charge?
If the customer paid shipping on both orders, the ledger records the duplicate as Refund owed so you can refund it. See the related article.
Does merging count against my plan's order allowance?
No. Order Merge is free on every plan.
Related