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Placing Orders

Prevent duplicate orders from a single checkout​

Where to find it: This protection works automatically in the background during checkout — no configuration needed.

When you'd use this: Every time a customer completes checkout on your web store. This prevents accidental double-charges if a customer clicks "Place Order" multiple times or if network issues cause the checkout request to be sent twice.

What it does:

When a customer authorizes payment and submits their order, CommerceBuild ensures that only one order is created, even if the checkout process is triggered multiple times within the same second. The platform checks the payment authorization status before creating an order — if the payment has already been authorized, captured, cancelled, or failed, the duplicate request is rejected automatically.

Each checkout attempt receives a unique correlation ID, and the platform verifies that the payment authorization reference hasn't already been used to create an order.

If a customer's card is declined during checkout (for example, due to an incorrect CVV), they can correct their payment details and submit again using the same checkout session. The platform allows retry attempts until the payment is successfully authorized.

Using it day-to-day:

  • Only one order appears in your Order Queue, even if the customer experienced a slow connection or clicked submit multiple times
  • The order shows a single pre-authorization reference from your payment processor
  • No duplicate charges appear on the customer's payment method

Add comments to orders and line items (Sage 300)​

When you'd use this: When your store is integrated with Sage 300 and you want customers to add special instructions or notes that flow through to the order in Sage 300.

What it does:

Customers can add comments at two levels:

  • Order comments: Overall instructions for the entire order (such as delivery preferences or general notes)
  • Line item comments: Item-specific instructions for each product in the cart (such as customization details or special handling requests)

Both comment types are passed through to Sage 300 when the order is created, so your team can see the customer's instructions directly in the ERP system.

Set it up:

For order comments:

  1. Create a custom field for orders named "Comments" (or your preferred label)
  2. Make the field visible on the checkout page
  3. Map the custom field to the Sage 300 OrderComment field in the order integration

For line item comments:

  1. Enable the line comment feature for your store
  2. The comment field appears on each line item in the customer's cart

Using it day-to-day:

When a customer places an order with comments:

  • Order comments appear in the OrderComment field in Sage 300
  • Line item comments appear in the OrderCommentsInstructions section of the Sage 300 order, linked to the specific detail line via the detail number
  • Each line item comment is stored with a reference to which product it applies to

Customers see:

  • A comment field on the checkout page for overall order instructions
  • A comment field on each line item in their cart for product-specific notes

Edit existing orders and add line items​

Where to find it: Order detail page → Edit Order button

When you'd use this: When a customer needs to modify an order after it's been placed, such as adding additional products, changing quantities, or updating line-level details. This is available for stores integrated with Sage X3 and Business Central.

Using it day-to-day:

When editing an order:

  1. Navigate to the order detail page
  2. Click the Edit Order button
  3. To add a new line item, click Add Line and search for the product by item code
  4. Select the item from the search results
  5. The platform automatically retrieves the current price, unit of measure, and tax information for the selected item
  6. Adjust quantities or other line details as needed
  7. Save the changes to update the order

What happens when you add items:

  • The system pulls the current pricing and unit of measure for each product you add
  • Unit prices and tax amounts are calculated automatically based on the item's current pricing
  • The order total updates to reflect the new line items

Changing the product on an existing line:

For Business Central integrations, you cannot change the item code on a line that already exists. The item code field is read-only to maintain data consistency with Business Central. If you need to change the product:

  1. Delete the existing line item
  2. Add a new line with the correct product
  3. The new line allows you to select any item code

You can still update quantities and other details on existing lines — only the item code itself is locked.

Troubleshooting:

  • Edit Order button shows an error message — If you see a message that the order or cart is not found, the order may have failed to sync with your ERP system or the order data is unavailable. Contact your site administrator to resolve the issue.

Reorder products from past orders​

Where to find it: Order detail page → Reorder button

When you'd use this: When a customer wants to quickly add all items from a previous order back into their cart, saving time on repeat purchases.

Using it day-to-day:

When a customer clicks Reorder on a past order:

  1. The platform retrieves all items from the original order
  2. Each item is added to the customer's cart with current pricing and availability
  3. The customer can review and adjust quantities before checking out

What happens with variant products:

If the original order contains products with variants (such as size, color, or other options), the platform adds the specific variant that was ordered:

  • Items with variants are matched to the exact combination that was purchased
  • Each variant is added as a separate line item in the cart with the correct options selected
  • Current pricing, stock levels, and unit of measure information are retrieved for each variant

Troubleshooting:

  • "One or more product(s) in your cart are no longer available and thus has been removed" — One or more items from the original order are no longer available in the catalog or are out of stock. The platform adds only the products that are currently available and removes unavailable items from the reorder. The customer can proceed with the available items or contact your team about alternatives.