Adding a customer to an order
What changes when a customer goes on or comes off an order — and which prices survive it.
Adding a customer is not just recording who is buying. It re-prices the order, because the customer may have their own agreed prices or be eligible for customer-specific campaigns.
Removing a customer re-prices it again, the other way.
What happens on the order
When a customer is added or removed, Flow Retail walks every line and looks the price up again for that customer. Then it re-applies campaigns across the whole order.
Three rules govern what actually changes:
Price was set manually
Left alone. A manual price survives the recalculation.
No price found for the customer, or the price comes back as zero
Left alone. The existing price stands.
Anything else
Re-priced to the customer's price
The first rule is the one worth knowing. A price someone typed in by hand is treated as a deliberate decision and is not overwritten when the customer changes.
Where a price came from
Every line records the origin of its price, which is how you tell why a line costs what it does:
MANUAL
Typed in on the order. Survives re-pricing.
CUSTOMER
From the customer's own agreed price
CAMPAIGN
A campaign matched
STORE
The store's price
TENANT
The chain-wide price
PRODUCT
The product's own price
EXTERNAL
Supplied by an external system
If a line did not change when you expected it to, check whether its origin is MANUAL.
Add the customer early
Because adding a customer re-prices the order, do it before discussing price with them, not after. Adding the customer at the end can move prices that have already been quoted — and removing a customer can move them back.
Manual prices are the exception, and that is also the workaround: if a price has been agreed and must not move, set it manually.
What this means for you
Add the customer first, then talk about price.
A manual price is a commitment. It will not be recalculated, which is usually what you want, but it also means it will not pick up a better customer price later.
Campaigns are re-applied after re-pricing, so a customer becoming eligible for a campaign is handled in the same pass — see Discounts on an order.
Last updated 19.09.2026
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