Cannot Change Shipping Address for Order

Overview

A customer has entered an incorrect address for their order, but you cannot modify it as you encounter the following error:
A system error has occurred, please try again later.

Solution

Submit a request to Symphony Support, including the ID of the affected order and the correct shipping address.

<supportagent>

1. Search the order ID in Graylogs to see if there are any errors; if the issue is reproducible, elevate it to the ENG team to investigate why the error occurred.
2. Connect to the database and run the following query to check the current shipping address and which fields need to be updated.
   

   select *from Victory where id = (SELECT victory_id FROM SPOrder where id = <order ID>)

3. Create a Change Request Jira under the SPC project, including a query to update the required fields for the shipping address.
   For example, if you need to update the street number and name, the street1 field needs to be modified:
   

   UPDATE Victory set street1 = '<new street number and name>' WHERE id = <Id from step 2>;

4. If the order was put on hold, release it after the address is updated.
5. From Customer Service > Orders, find the order and check if it's status has changed to Warehouse.
6. If the order was not pushed to the Warehouse within an hour automatically, you will need to push it manually.

</supportagent>

Testing

1. From Symphony Manage, navigate to Customer Service > Orders.
2. Find and open the required order.
3. Open the Customer tab - the updated shipping address should be displayed: