Swap the gun on an order instead of refunding

When a distributor cannot fill a gun and the customer agrees to a different one, you do not need to refund and start over. Swap it on the same order, so the payment and the FFL stay attached.

1. Delete the old item's fulfillment record first. In the shipments on the order, click Delete on the shipment for the gun you are replacing and confirm. The system will not let you remove an item that still has a fulfillment record (you would see "Cannot delete item that has fulfillment records").
2. Remove the old gun. Click the red trash icon on its line (it says "Remove item from order" when you point at it) and confirm. The order total drops by that item.
3. Add the new gun. Click Add Item, enter the UPC, click Lookup Product, check the Quantity and Sale Price ($), then click Add to Order. The totals and tax recalculate.
4. If the new gun costs more, the order shows a red Balance Due banner. Collect the difference from the customer by phone or in person, then record it under Record Payment: choose the Payment Type, enter the Amount, and click Record Payment.
5. If the new gun costs less, refund the difference with Process Refund (see Refund an order), or give it as store credit with a gift card.

Important: Record Payment only logs money you have already collected. It does not charge the customer's card.

Then source the new gun from the order page as usual.

More help

• Give store credit instead of a refund