Applies to Product -Dynamics 365 Commerce
What’s happening?
Customers are unable to modify or edit certain sales orders as the 'modify' button is grayed out.
Reason:
The underlying cause for the grayed-out 'modify' button is that the sales orders in question have a status of 'Delivered'. Once an order is marked as delivered, modifications to the original order are not permitted as per system design.
Resolution:
- If there are issues with the delivered items, create a return order to process the return of the goods. After that, a new sales order can be created with the correct details.
- Configure and process an exchange on a return order.
- Issue a credit memo to adjust the financials related to the delivered sales order to correct any discrepancies in billing.
- For further guidance, refer to the following resources:
Sales returns - Supply Chain Management
Refund payment processing in call centers
References to original invoices in credit notes