Customer self-serve order editing FAQs

Give customers the power to manage their own orders with Cleverific's seamlessly integrated Customer Portal for Shopify.

Customer Portal Overview

What is Customer Portal?

Customer Portal is a feature of Cleverific that allows customers to make simple changes to their orders without contacting support.

Can customers edit their own Shopify orders?

Yes, with Customer Portal customers can easily edit Shopify orders post-purchase without needing to contact support teams.

What type of changes can customers make?

• Change shipping address
• Change shipping method
• Change size, color or other variants
• Add or remove an item
• Increase or decrease quantities
• Cancel orders

What languages does Customer Portal support?

Customer Portal supports: English, French, Dutch, German, Spanish, Portuguese (Brazil), Czech, Japanese, and Chinese (Taiwan). It automatically translates into the customer's default browser language.

How Customer Portal Self-Serve Order Editing Works

Can I test Customer Portal before upgrading my plan?

Yes, users have 7 days to test Customer Portal by installing the Professional Plan on a dev store.

Can customers enter a discount code in Customer Portal?

No. Customers cannot add or edit discounts, but they can cancel orders and create new ones with discount codes.

If I sell customizable products, can a customer edit that product?

No, customers cannot edit customized options like monograms or engraving but can remove customized products entirely.

Can I set a timeframe for customer edits?

Yes. Merchants can set timeframes from 3 minutes or up to an unlimited number of days for allowing order changes.

Does Customer Portal cancel and create a new order?

No, changes made to the order are saved onto the original order.

Refunds and Amount Owing

How will my customer get refunded if they remove an item or cancel?

Refunds can be set to automatic in Customer Portal settings. For other changes, merchants receive email notifications with Shopify order page links to process refunds.

What if my customer has an amount owed?

Customers see a "Pay Now" button leading to Shopify checkout. They'll also receive a "Payment needed" email notification.

Will I get notified if a customer uses Customer Portal?

Yes, you'll get an email notification sent to the email of your choice when a customer makes an edit.

Can I use Customer Portal if I fulfill with ShipStation?

Yes, with Shopify Flow setup to mark orders "on hold" during the editing window.

Can customers edit their shipping method?

Yes, customers can edit shipping methods using Customer Portal.

If a customer changes their shipping address, is tax recalculated?

Yes, taxes are automatically recalculated when your customer changes their shipping address.

If a customer changes the shipping address, is shipping price recalculated?

Shipping price is not currently recalculated, though the company is working on this feature.

Shipping & Fulfillment

Will fraudulent orders be able to use Customer Portal?

Security measures allow merchants to limit changes to shipping details and maximum item quantity changes, with fraud risk checks available.

Can free items be edited with Customer Portal?

No, customers cannot edit free items using Customer Portal to prevent fraud.

Can a customer edit an order that used a discount code?

No. If a customer placed their order using a discount code or promo code, they will not be able to make edits.

Can customers edit custom products like service fees?

No, custom products and fees are locked from edits, though regular products can still be modified.

Reporting

How will I know how many orders have been edited using Customer Portal?

The tag "Edit Order - Edited by Customer" is automatically added to edited orders. Another tag "Edit Order - Cancelled by Customer" tracks cancellations.

Billing

How am I charged for using Customer Portal?

Customer Portal is included in Growth, Professional, Premium Plus, and Enterprise plans. Each plan includes a monthly allowance for edits. Options upon reaching limits: upgrade your plan or wait until the next billing cycle.