Order Editing protects orders once fulfillment or payment status makes a change unsafe. If a customer cannot see or use an editing action, use this checklist.
Check the action and edit window
The action must be enabled in Settings > Order Editing, and the order must still be inside that action’s configured edit window. Each action can have a different window, so an address change may still be available when cancellation is not.
Check fulfillment status
The order must be unfulfilled and not partially fulfilled. If fulfillment has started, Order Editing blocks changes to protect the warehouse workflow.
Check the order’s state
The order cannot be closed or cancelled. It also cannot have a refunded, voided, or expired financial status.
Check OMS event restrictions
If your account uses Redo OMS event restrictions, an action can be disabled when its configured event occurs:
Shipping label created
Packing slip printed
Pick session started
Check the matching rule
Order Editing uses the first matching rule from top to bottom. Review the order’s tags and order ID, then confirm which rule applies. Make sure the relevant action is enabled in that rule, not only in “All other orders.”
Check the customer touch point
Confirm the customer is using a touchpoint where Order Editing is enabled: Order Confirmation Page, Customer Portal, Support Self-Serve, or Shopper AI. Some touchpoints require the related Redo product to be enabled for your account.
What to collect before contacting support:
Shopify order number
Action the customer expected to use
When the order was placed
Order tags and fulfillment status
Whether a shipping label, packing slip, or pick session has been created
Screenshot of the customer experience, if available
This information helps identify whether the issue is caused by eligibility, timing, a rule, or fulfillment configuration.