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Cancel an Order Item
You can cancel order items that aren’t allocated or fulfilled.
Required Editions
Launch the Cancel Items flow from the console app. If you launch Cancel Items from outside the console app, the progress bar is displayed at both the top and bottom of the Cancel Item window.
- From the Navigation bar, open the Order Summaries list view page.
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Select the order number that contains the items to cancel, and open the corresponding
order summary record.
You can also open the order summary directly from the customer’s account in the Service Console.
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From the Actions & Recommendations list, select your cancel item flow.
- To cancel up to 100 selected items, select Cancel Item.
- To cancel all eligible items in the order, select Cancel All.
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If you selected Cancel Item. select the items to cancel, and click
Next.
Only eligible items are listed.
If you select a product bundle, all child products are selected. You can manually select or deselect child products, but a refund is processed only if the bundle item is selected. We recommend reviewing your store’s bundle policy.
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Enter the required cancellation details. To apply details in bulk, use the Apply to All
Items row. If you’re canceling all eligible order items, the details apply to all
items.
If you’re processing a bundle, you can modify the quantity of child products, but the refund isn't prorated even if only some child products are canceled.
- Click Next.
- Review the cancel information and submit the cancellation.
- Click Finish.
A change order is created, and the totals on the order summary are updated accordingly. If you’ve already captured payment for the canceled items, the excess funds are refunded, but a credit memo isn’t generated.
The quantities on the order product summary are updated to reflect the canceled items. If the ordered quantity for an item is reduced to 0, the item’s status changes to Canceled. Otherwise, the status reflects the quantity that’s still part of the order.
