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Enable Cancellation of All Eligible Items from an Order
You can use all Order Management service flows out of the box, and you can also customize a flow and expand its functionality. This customization lets a Customer Service Representative (CSR) cancel all eligible items from an order in a single process. You can enable Cancel All in the Cancel Item flow. If you’ve created your Cancel Item flow after the Winter ‘26 release, Cancel All is already enabled on your org.
For flows created before Winter ‘26, you can bypass the customization by cloning a new Cancel Item flow. We recommend only doing this if you have no customizations. To continue using your customizations, manually add three flow elements to your existing flow. These elements exist in the Cancel Item flow template.
-
Click
at the top of the page, and then select Setup.
- In the Quick Find box, enter flows, and select Flows.
- Select the Cancel Item flow template. The template has the Template column of the table checked.
- In the flow, open the Manager tab.
- Find and open the Cancel Option Selection screen. Make note of where the element is in the flow.
- In a different tab, find and open your existing Cancel Item flow.
- Find where you want the Cancel Option Selection screen to appear. Add a new screen and enter all of the existing information as seen in the Cancel Option Select screen element you opened in step 5.
- Repeat steps 5 through 8 for the Cancel All routing decision element and the Subflow call to Cancel All flow.
- Click Save.
