Change the account for an order
On this page
Once you move an order, it can’t be seen in the original account anymore.
Before you move an order
For an order to show up in an account, it must also be associated to the store you have logged into. Confirm the order is associated to the correct store. This can be an issue where you have multiple stores or you enter orders manually in Salesforce.
Scenario
To demonstrate a missing order and how to fix it, I will show you a simple scenario. James, also known as Jim to his friends and family, has made a few purchases from your website, he contacts you saying he is unable to see the first order in his account, you promptly look him up and find he has two contact records:
One under James Brown with the email jamesbrown@getstoreconnect.com
One under Jim Brown with the email james.brown@gmail.com
James realises he must have used his work email by mistake for his first order and so wants to move his order to his original account.
Move the order to the correct account & contact
If you have the option to merge the two Accounts and Contacts, you can do this but make sure the Contact that is kept is the one the customer uses to log into your store, i.e the contact that is missing the order. Not keeping that contact record means the customer may need to do a password reset in order to access their account as their password was associated to the contact that no longer exists.
Once merged, the order should have automatically moved to the correct account and contact.
If Merging is not an option you can do it this way:
- Open the order that is on the wrong account
- Update the Account Name, Contact and Billing Contact to the correct account.
- Click ‘Save’
:::tip The Bill To Contact does not always change; such as when someone else has paid for the order. :::
Once the Order has been moved you should clean up the duplicate Account & Contact so there are no longer duplicates.
Video guide
Here is a quick demonstration of James’ order being moved across to his other account.