Substitute Customer Orders

If a product is discontinued or is in short supply, you may need to remove that product from existing customer orders. The Substitute Customer Orders option allows you to:

• Remove the product from customer orders without replacing it, or
• Replace the the unavailable product with a substitute product

You may also need to Substitute Standard Orders if the product is discontinued.

Removing or Substituting a product in customer orders

• Click the Batch Update option in the Orders menu
• Select Substitute Customer Orders in the submenu
• Select the product to be removed or substituted:
  • Product: Select the product that is unavailable from the drop-down list
    • Type in a partial Product Name or a Product Code to filter the list
• If required, enter the criteria to filter the orders to be processed:
  • Customer Billing Type: Restrict orders to customers with a specific billing type, or select All Billing Methods for all
    • For supplier customers (Central Billing and Fee for Service), you can only substitute another product from that same supplier, so you may need to do different substitutions depending on the customer's billing type
  • Rounds: To restrict orders to only some rounds, select one or more rounds here
    • The filter is based on the order's Round, not the customer's default Round
    • Leave blank to include all Rounds when substituting orders
    • To remove a Round from the criteria, click the x to the right of the Round name
  • Customer Groups: To restrict orders to only some groups, select one or more Groups from the drop-down list
    • Leave blank to include all Groups when updating
    • To remove a Group from the criteria, click the x to the right of the Group name
  • Customer Code From and Customer Code To: If required, you can restrict updating to a range of customer codes
    • Leave blank to include all customer codes
    • Enter the same code in both From and To to update just that customer's order
  • Delivery Date from and Delivery Date to: Enter the range of delivery dates of the customer order(s) to be processed
• Click Search to list the selected product in customer orders that meet the criteria you have entered
  • Orders in the list can be selected/deselected for update by ticking/unticking the checkbox on the left
  • You can select/deselect all orders in the list by ticking/unticking the checkbox in the column header
  • If you need to check you have selected the correct order, click on an Order Number to open the order in a new tab
    
    
• Once you have selected the customer orders for which the product is to be updated:
  
  
  • To remove the product from the orders without substituting another product: 
    • Click Delete Order Items
    • Click Yes to confirm you wish to continue
      •  The product will be removed from the selected orders
        
        
  • To substitute another product:
    • Replace Products With: Select the replacement product from the list
    • Click Update Product
    • Click Yes to confirm the substitution
      • The unavailable product will be replaced with the substitute product 
      • The quantity for the replacement product is the same as for the original product
      • The customer's pricing for the substitute product is used
      • If the replacement product is already in the order, a new line item for the substitution is created
        
        
• Notes:
  • Customer Orders must have a status of Ordered or Confirmed to be updated. Orders that have already had dockets printed or been delivered or invoiced will not display in the list of selected orders
  • If the replacement product already exists in the order, a new line item is added for the substitution so the product appears twice
  • For supplier customers (Central Billing and Fee for Service), you can only substitute another product from that same supplier
    • A warning message is displayed if a customer is skipped because the replacement product is not from the customer's supplier