This topic aims to address a very common question regarding an incorrect email address registered for a customer who has already placed an order.
Unfortunately, it is not possible to make this type of change to an order that has already been created. The email is the primary key used by VTEX — in short, it is the piece of information used to identify the customer. Making any changes to this information can cause future issues in other modules.
For one-off situations, we recommend building a direct line of communication with the customer. That is, when a consumer has registered the wrong email address and completed a purchase, you can manually send order updates to them.
In addition, there are a few options to resolve this issue. One first option would be to recommend, after the order is completed, that the customer create a new account with the correct email address. The store owner could choose to delete the incorrect account in Master Data or leave it in the system. It is worth noting that, in the case of deletion, all previous information linked to the account would be lost — such as order history, for example.
The second option would be to make the email field editable in Master Data. To update a customer’s email record in Master Data, the “email” field must be set as an editable field, which is not the default behavior. Below is a step-by-step guide to configure the field and enable it for editing, also available at the following link: How to make a Master Data field editable
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In your Admin, in the left-hand sidebar menu, go to “Store Settings” and click to access “Master Data”;
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Under “Profile System”, click the gear icon;
- Click the edit icon (pencil) on the form you want to modify;
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Click the Layout Schemas tab;
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On the desired field, click the pencil icon;
- Uncheck the Show field as read-only option;
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Click the OK button;
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Click the Save button in the bottom right corner of the page.
The updated field will now be available for editing — simply access the Customers Form and click the pencil icon to edit and save the customer’s email address.
If you still have any questions about this topic, feel free to ask here!
Flávio Pontes
Field Software Engineer | VTEX