Order items waiting fulfillment can't be canceled, because a
shipping order has already been created. It's also possible that the
shipping order has been physically shipped, but has not yet been marked as
such in the Order Management system.
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In the Shipping Orders section, you can cancel the entire
order.
You can also select Cancel from the Choose Action list
in the Items section. If the item has already shipped, this creates a
return. Select the
quantity of the item to cancel from the Quantity
list.
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Contact the fulfillment site to verify that the order has not
been fulfilled. You can cancel a shipping order that is associated
with the sales order only if it has not been fulfilled.
Order items that are in Waiting Fulfillment status can't be
canceled, because a shipping order has already been created. Or, the
shipping order might have been physically shipped but has not yet been
marked as shipped in Order Management.
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Click Suspend Order at the top right of the page to
suspend the sales order while checking the status of the shipping
order.
While suspended, the order shows a Resume button
instead.
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Click Resume to unsuspend the order.
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Click Cancel in the Shipping Orders section (if the order
isn't in Closed status).
Prior to allocation, Cancel/Return cancels the items,
and after the order has been fulfilled, it initiates a return.
When canceling
items prior to order approval, the Customer Service agent has the
option of refunding the shipping or handling costs if the Customer
Service provider setting, Order Edit Unapproved Allow Component
Retention, is set to true.
This releases the items in the shipping order back to
the sales order for re-allocation. The items are re-allocated when
the next appropriate allocation job runs, or can be allocated manually
in the Administration module as described in Creating
Shipping Orders in the Administration Module.
Note: CSRs do
not normally have access to the Administration
module.
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Click OK.
This confirms that all items from the shipping order are
canceled.
The following information appears on the Order
details page once a shipping order is canceled:
- System Alerts appear with the cancellation information.
- Shipping Orders section shows the new status of the
canceled shipping order, such as Waiting Filing.
- Activity History section shows activity entries with the
cancellation information.
- The order is placed in Suspended state. When ready to make the
items available for reallocation, click Resume to remove
the suspension placed on the order.