Sales — Exceptions — Change an Order After Payment

Audience

• Sales reps who need to change an order after a customer has signed and paid.

• Sales managers who guide reps through complex post‑payment changes.

Purpose / When to use this

Use this article when a customer needs changes after signing the contract and making payment, or when a Double Check review finds an issue that requires edits.
It explains how the Reversion Rule behaves in these scenarios and gives you safe, step‑by‑step recovery paths so you do not break deal stages or fulfillment.

1. Why changing orders after payment is risky

• MySalesHub and HubSpot are tightly connected to protect money and fulfillment.

• When you change products, pricing, or discounts after a contract and payment:

  • The existing contract no longer matches what the customer agreed to.

  • The system must protect the company by voiding that contract and moving the deal backward.

• If you do this incorrectly, you can:

  • Break the sync between MySalesHub and HubSpot.

  • Delay fulfillment or create incorrect tickets.

For the underlying rules themselves, cross‑link to:

• Core Rules — Deal Stages and Reversion Logic.

2. What the Reversion Rule does in these scenarios

When you edit line items, prices, or discounts on an order with an existing contract and payment:

• The system immediately:

  1. Voids the current signed contract.

  2. Reverts the deal stage, depending on where you started.

Typical reversion behavior:

• From Deposit (signed + paid) → changes send the deal back to Deal Pending.

• From Await Doublecheck → returning to Deposit to edit will also trigger reversion if SKUs/pricing change.

What happens to the money:

• The customer’s payment stays on file in HubSpot.

• Because the contract was voided, the system no longer sees a valid agreement attached to that money.

• You must issue a new contract and collect a new signature before moving forward.

3. Scenario A — Changing an order while in Deposit

Use this path when the deal is currently in Deposit and you need to change items, colors, or pricing.

3.1 When this applies

• The deal stage shows Deposit.

• There is a signed contract and at least one payment on file.

• You need to:

  • Add or remove products.

  • Change finishes or colors.

  • Adjust pricing or discounts.

3.2 Step-by-step: safe recovery path

1. Navigate to the Products page.

   • If you’re on Screen 5 – Finalize Page: click Add/Remove products (bottom left).

   • If you’re on Screen 1 – Create Profile: click Add products (bottom right).

2. Make the necessary changes.

   • Add or remove items as needed.

   • Use tools like Batch Color Change if appropriate.

   • Adjust pricing or discounts if required.

3. Expect the Reversion Rule.

   • As soon as SKUs or pricing change, the system will:

     • Void the existing contract.

     • Move the deal backward (typically to Deal Pending).

4. Regenerate the contract.

   • Move forward to Screen 4 – Contract Generation.

   • Generate a new contract reflecting the updated totals.

   • Send it for e‑signature or sign in person.

5. Collect a new signature.

   • Make sure the customer signs the new contract.

   • If using BoldSign, ensure:

     • You set an expiration date.

     • You click Save & Submit after sending, so the Document ID is recorded.

6. Let the system restore the stage.

   • When the system sees:

     • A valid signed contract, and

     • The required payment on file (including any extra amount if the total increased),

   • It will automatically move the deal back to Deposit.

7. Continue normal flow.

   • Once back in Deposit, you can proceed to Double Check and beyond as usual.

4. Scenario B — Changing an order while in Await Doublecheck

Use this when the deal is already submitted for QA (Await Doublecheck) and an issue is found that requires edits.

4.1 When this applies

• Deal stage = Await Doublecheck.

• A Double Check reviewer has found an issue, or the customer requested a change.

• You need to edit products or pricing, but the normal edit screens are locked.

4.2 Step-by-step: unlocking and editing safely

1. Unlock the deal.

   • Go to MySalesHub and locate the deal.

   • Open Screen 6 – Double Check (read-only view of Screen 5).

   • Click Return Deal to Deposit Stage (blue button).

   • This pulls the deal out of Await Doublecheck and back to Deposit.

2. Refresh the form.

   • Close the MySalesHub form completely.

   • Reopen it via Visit Form.

   • The deal should now open on Screen 1 – Create Profile, reflecting the Deposit stage.

3. Navigate to Products and edit.

   • Click Add products to go to the product selection page.

   • Make your required changes:

     • Add/remove items.

     • Change colors or finishes.

     • Adjust pricing or discounts.

4. Expect the Reversion Rule.

   • As in Scenario A, any change to SKUs or pricing will:

     • Void the current contract.

     • Move the deal backward (typically to Deal Pending).

5. Regenerate and sign a new contract.

   • Go to Screen 4 – Contract Generation.

   • Generate a new contract with updated totals.

   • Send for e‑signature or sign in person.

   • Click Save & Submit so the new document ID is stored.

6. Let the system restore stages.

   • Once the new contract is signed and payment is valid:

     • The deal will move back to Deposit.

   • You can then:

     • Re‑add any necessary Double Check details on Screen 5 – Finalize.

     • Resubmit the order for Double Check.

7. Resubmit for Double Check.

   • From the Finalize screen, submit for Double Check again.

   • Wait for approvals, then use Finalize Close to push to Closed Won when ready.

5. Customer communication best practices

When you must change an order after payment:

• Be upfront that:

  • A new contract is required because the order changed.

  • This protects both the customer and the company.

• Keep communication simple:

  • “Because we changed what you’re buying, we need a new contract that matches the new order. Once you sign it, we’ll keep moving forward.”

• Coordinate timing:

  • Try to bundle all requested changes into one update to avoid multiple reversions and signatures.

6. What not to do

Avoid these behaviors:

• Do not manually drag the deal back to Deposit or Await Doublecheck in HubSpot.

• Do not process additional payments against a voided contract without issuing a new contract.

• Do not bypass the Reversion Rule by trying to “correct” totals only in HubSpot; all product and pricing changes must occur in MySalesHub.