Correcting an Order After Approval

Overview

After a customer approves an order, staff can still fix it: correct a typo, change the font or thread, or update the customer's contact details. ThreadReady warns you that the customer already approved it, keeps the original approval, and records every change. Owners, admins and members can make changes; viewers see the order read-only.

Both kinds of change are under Staff Updates on the order page.

Correcting the text, font or thread

Sometimes a customer approves a typo or calls to change the thread. Open the order's Staff updates section and press Correct personalization… to change each line's text, font and thread (only the fonts the design allows, and the threads in your palette that it allows; a thread no longer in your palette stays listed as the current one, and a line you don't re-thread keeps it when you save). The layout and the design itself can't be changed here. Staff updates carries one warning that the customer already approved the order, and the form asks you to confirm. Add an optional note (for example "customer called: name is spelled Katherine").

As you change it, ThreadReady rebuilds the design and recalculates the price: under Before you save the form shows the corrected design and the new total (and the old one), the same ones the save stores. If the design can't be stitched, the form says why (for example a line with no font) instead of saving. What happens next depends on your shop setting (Settings → Kiosk → Changes after approval):

• Customer re-approves the updated proof (the recommended default): the customer is emailed the updated proof (when the order has an email address; the proof link is also shown on the order so you can share it at the counter). The order shows Changed after approval — awaiting customer. Until the customer opens the link and presses Approve the updated design, the order still holds the version they first approved, it can't move into production, and the machine file can't be downloaded. Taking payment and cancelling still work. Once they approve, the corrected design becomes the order's design and the machine files come from it. Correcting again before they approve replaces the waiting correction, and the customer approves the newest one. To withdraw it instead, press Withdraw correction on the order's "awaiting customer" notice (or open the form, which starts from the design the customer approved, and save without changes). Withdrawing always works, even if the shop has since turned corrections off or the workspace is locked for billing, so an order is never stuck out of production.
• Staff changes apply straight away: the corrected design is used at once and the customer is emailed the updated proof for their records.
• Not allowed: only contact details, notes and the POS reference can be changed after approval.

Letter colours, letter forms and hand-placed letters

If the customer gave single letters their own colour, picked a letter form for a monogram initial, or dragged letters into place, a correction keeps those settings wherever the letters still line up:

• Changing the text. Letters before and after the part you edit keep their settings and move along with the text; only the letters you change, add or remove lose theirs. Spaces don't count. For example, fixing "Jonh" to "John" keeps the J and o as they were; the n and h you swapped go back to the line's thread and their automatic places. Adding a middle name to "Ann Lee" keeps every letter's settings. A monogram's letter form stays with its place while that place still holds the same initial.
• Changing the font. Letter colours are kept. A letter form is kept only if the new font has that form for that letter. Hand-placed letters are kept; if one no longer fits in the new font, saving is refused and the message says which letter. Tick Put the hand-placed letters back in their automatic places under that line, then save again.

Before you save, the form lists by name everything that will be reset (for example "Name: letter 3 (n)'s colour (Gold) and the hand-placed position of letter 4 (h) will be reset."). The same check runs again when you save, and the audit entry records what was kept and what was reset. Colours your shop set for monogram initials aren't the customer's choice: they are simply applied again to the new initials.

Every correction is logged in the audit trail with each change (before → after), the price change and who made it, and the customer's approval of an updated proof is logged too. The original approval record is never overwritten, and every earlier version of the design is kept with the order. Picked-up and cancelled orders are closed: their personalization can't be corrected, but contact details and notes still can. If someone else corrects the order, or the customer approves the updated proof, while you are editing it, your save is refused with a message to reload, so no version is ever lost. Corrections aren't available while the workspace is locked for billing (withdrawing a waiting one is).

Changing contact details and notes

Under Staff Updates, below Personalization, a form changes the Customer name, Customer email, Customer phone, the Staff-facing note and the POS reference (up to 120 characters). Press Save order details.

• Values are trimmed. Saving without a change records nothing.
• Each save with a change is logged in the audit trail with each value before and after.
• This works on every order, including picked-up and cancelled ones, and while your workspace is locked for billing.
• The design, the price and the customer's own comment can't be changed here.

The shop setting

Owners and admins choose what corrections do under Settings → Kiosk → Changes after approval (see Changes after approval). The recommended default is that the customer re-approves the updated proof.