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The Danger Zone: Changing an Order After Payment

The Danger Zone: Changing an Order After Payment

Customers change their minds, or sometimes a design flaw is caught during the Double Check process. Because MySalesHub is deeply tied to the financial and fulfillment systems, changing an order after money has changed hands requires you to follow strict rules. If you do not execute this correctly, you will break the sync.

⚠️ The Reversion Rule (What Happens When You Edit Items)

If you change a line item, price, or discount on an order that already has a signed contract and a payment on file, the system takes immediate action to protect the company:

  1. The Contract Voids: The system instantly voids the existing signed contract because the items no longer match what the customer agreed to.

  2. The Stage Reverts: Your deal is automatically kicked backward to Deal Pending.

💰 What Happens to the Customer's Money?

Do not panic when your deal reverts to Deal Pending. The customer's payment is still safely on file in HubSpot. However, because the contract was voided, the system no longer sees a valid agreement attached to that money. You cannot move forward to fulfillment until a new contract is signed.

Scenario A: Making Changes While in "Deposit" Stage

If your deal is currently in the Deposit stage, follow these exact steps to update the order:

  1. Navigate to the Products Page: How you get there depends on which screen you are currently looking at:

    • If you are on the Finalize Page (Screen 5): Click the "Add/Remove products" button on the bottom left.

    • If you are on the Create Profile Page (Screen 1): Click the "Add products" button on the bottom right.

  2. Make the Changes: Add your new items, change colors, or adjust pricing. (Warning: This triggers the Reversion Rule).

  3. Regenerate the Contract: Move forward to Screen 4 (Contract Generation).

  4. Collect a New Signature: You must generate a brand new contract reflecting the new totals and send it to the customer for E-Signature (or sign in person).

  5. 🚨 Save & Submit: You MUST click "Save & Submit" to log the new BoldSign document ID.

  6. Return to Deposit: The moment the system registers the new signed contract (and any required additional payment), your deal will automatically upgrade back to the Deposit stage. You can now submit it for a Double Check!

Scenario B: Making Changes While in "Await Doublecheck" Stage

If your deal has already been submitted for QA and a design issue is caught, the edit screens are locked. You must manually unlock the deal first.

  1. Unlock the Deal: Go to MySalesHub, locate the deal, and click "Visit Form".

  2. Pull it Back: On the Double Check screen, click the blue "Return Deal to Deposit Stage" button.

  3. 🛑 The Refresh Step: You must now close out of the form entirely.

  4. Reopen and Edit: Click "Visit Form" again. Because the deal is now back in the Deposit stage, it will open on the Create Profile screen (Screen 1).

  5. Execute the Fix: Use the "Add products" button to navigate to the product selection page and make your required changes.

    • Note: If these changes alter the SKUs or pricing, it will trigger the Reversion Rule outlined above, and you will need to collect a new signature.