--- title: "Order Editing Guide (Self-Service)" description: "As a Sistrack customer, you can edit certain fields on your own orders yourself without needing to contact the administrator. This guide explains what you…" url: https://sistrack.com/en/docs/orders/guia-edicion-autoservicio/ category: orders section: docs updated: 2026-05-17 --- *Markdown version for agents. This page on the web: https://sistrack.com/en/docs/orders/guia-edicion-autoservicio/* # Order Editing Guide (Self-Service) ## Introduction As a Sistrack customer, you can edit certain fields on your own orders yourself without needing to contact the administrator. This guide explains what you can change, what you can't, and how it works. --- ## What you can edit yourself From the **Edit Order** page (the "Edit" button in the list or on your order's detail page), you can modify: - **Delivery address — line 1**: street name and number. Example: `45th St #123`. - **Delivery address — line 2**: apartment, floor, additional reference. Example: `Apt 502, Tower B`. - **Package description**: what it contains and any instructions for the courier. Example: `Birthday gift — fragile, don't flip`. - **Notes**: notes for the courier about the delivery, separate from the content description. Example: `Leave at the front desk if no one's home, call 5 min ahead`. These are the only editable fields in the self-service form. --- ## What you CANNOT edit from here The following fields are protected and require you to contact the administrator: | Field | Why it isn't editable | |-------|------------------------| | City, state, postal code | They determine the shipment's price and route | | Package weight and dimensions | They determine the applied rate | | Recipient (the person receiving it) | Changing the recipient means changing the entire destination | | Shipment status | Status moves by **logging events** from the order's detail page ("Log event" button). Only the Super-admin role can edit it directly as an exceptional correction mechanism. | | Cash on delivery (COD) | It affects billing and settlements | | Declared Value | It affects insurance and customs; it's set by the administrator | > 💡 If you need to change an order's status (for example, marking it as delivered or picked up), don't look for a dropdown in the edit form — go to the **order's detail page** and press the **Log event** button. That path records it in the history with the author, time, and associated data (photo, signature, GPS, reason). See the [logging events guide](/en/docs/orders/registrar-eventos/). > **About COD and Declared Value**: on your order's detail page you'll see both values highlighted (COD in green, Declared Value in purple) so it's clear what each one means. COD is the money the courier physically collects from the recipient upon delivery. Declared Value is only for insurance and customs purposes — the courier does **NOT** collect it. > **Important**: if you need to change any of these fields, cancel the shipment and create a new one, or contact the administrator. --- ## How to edit — step by step ### Step 1: Open the order 1. Go to the **Orders** menu 2. Find the order you want to adjust 3. Click **Edit** (the pencil icon in the row, or the "Edit" button on the detail page) ### Step 2: Modify the fields You'll see a simplified form with only the 3 editable fields. Other data (city, state, weight, recipient) appears in read-only mode so you have context. 1. Modify the delivery address or the description 2. Changes aren't saved until you click the button ### Step 3: Save Click **Save changes**. The system: 1. Validates that the data is correct 2. Updates the order 3. Sends a push notification to the courier (if a courier is already assigned) 4. Logs the change in the audit history 5. Redirects you to the detail page with a confirmation message --- ## What happens to your saved recipient **Your recipient address book isn't modified.** This is a key point. When you edit an order's address, you're editing **only that specific order**, not the recipient saved in your catalog. **Example:** You have John Smith saved with the address `100 Home St`. You create an order for him, but this time John wants it delivered to his office. - You edit the order and set `555 Office Ave, Floor 12` - You save - The order ships to the new address - **John Smith in your address book still has `100 Home St`** - The next order to John will default back to `100 Home St` automatically If you want to update John's saved address *permanently*, after saving you'll see an optional link on the confirmation page that takes you to edit the recipient. --- ## When you can edit and when you can't | Order status | Can you edit? | |--------------------|-----------------| | Just created | Yes | | In transit | Yes | | Courier assigned, en route | Yes (the courier gets a notification) | | Delivered | **No** — the order is locked | | Cancelled | Yes (though it doesn't make much sense) | ### Delivered orders: why they're locked Once the courier marks the order as "delivered," it's no longer editable by you or the administrator (except through special handling). This protects your business's history for accounting, auditing, and possible disputes. If you spot an error on an already-delivered order, contact the administrator. --- ## Frequently Asked Questions ### How many times can I edit the same order? As many times as you need, as long as it isn't delivered. The system logs each change separately. ### Does the courier find out about the changes? Yes. If the order already has a courier assigned when you make a change, the courier gets a push notification on their mobile app with the change details. > **Recommendation**: if the courier is very close to arriving at the previous address, call them directly. The notification is fast, but human contact ensures coordination. ### Can I see what changes were made to an order? The system logs all changes internally (user, date, modified fields). If you need to check an order's full history, contact the administrator — they can view the audit log. ### Can I edit other users' orders at my company? No. You can only edit the orders you created. Other users' orders don't appear in your list. ### Why can't I change the city? Because the city and state determine: - The shipment's price (zone rate) - The courier's route - In some cases, the available service (express vs. standard) Changing the city changes practically the entire quote. That's why it requires administrator intervention, who can: - Cancel the current shipment - Create a new shipment with the correct address --- ## Typical use cases ### Case 1: Typo in the number You wrote `5th St #23` but it's actually `5th St #32`. Edit and save — problem solved. ### Case 2: You forgot the apartment You created the shipment with `1234 Liberty Ave` but forgot `Apt 402`. Edit address line 2 and save. ### Case 3: Special instructions You edit the description to add `Fragile — don't tip over` or `Leave at the front desk`. The courier sees it upon arrival. ### Case 4: Temporary address The customer asks for this specific order to be delivered to their office instead of their home. You edit the address for just this order; their saved contact stays the same. --- ## Tips - **Check early**: if you spot an error, edit it before the courier heads out with the order. - **Make the most of the description**: use it to give instructions to the courier, not just to describe the contents. - **Line 2 for details**: street and number on line 1; apartment, tower, or references on line 2. Easier for the courier to read. --- ## Troubleshooting **"I don't see the Edit button on my order"** → Your account probably doesn't have the self-service permission enabled. Contact the administrator. **"I get a 403 Access Denied message when trying to edit"** → It might be that: - The order has already been delivered (not editable) - You're not the order's creator - The self-service permission was removed from your account **"I saved the changes but the label still shows the old address"** → Regenerate the label from the detail page. Old labels that were already printed don't update on their own. **"I changed the address but my contact also changed"** → This shouldn't happen. By design, the system never modifies your address book when you edit an order. If you see this behavior, contact the administrator — it's a bug that should be reported. --- ## Related - [Order creation guide](/en/docs/orders/guia-creacion-ordenes/) - [Frequently asked questions](/en/docs/orders/preguntas-frecuentes/)