Cancellation Flow

This page provides an overview of the different options to cancel an order in the Order Management System (OMS).

Click to expand and zoom the diagram. You may also click links within the diagram for more info.

Cancel an order

You can cancel an order in the OMS via:

• Customer service agent (CSA) cancels full order
• CSA cancels order lines
• Force cancellation of the order
• Fulfillment magento.logistics.fulfillment_management.cancel_lines event
• Warehouse magento.logistics.warehouse_management.lines_declined event

CSA cancels full order

A CSA can cancel a full order in the OMS Admin via Actions > Cancel order. See the Customer service topic for more information on canceling an order with varying statuses.

The following order statuses allow for the cancellation of an order

Before the CSA can cancel the order, a series of validations must be fulfilled in the order and in the shipment request:

• All the ISPU shipment requests must be in status NEW
• The order (or order line) cannot be in a final status
• The order cannot have Real Time Banking (RTB) pending payments
• The order status allows you to complete the order
• An active shipment_request for an ISPU order line, cannot be have a `SHIPPED shipment request status.
• A shipment_request for a non ISPU method, if the order has been in a LOGISTICS status, all order lines must be in a final status

In the History and comments section of the Customer Service view you can see who and when canceled the order.

CSA cancels order lines

If a CSA does not want to cancel the full order but, wants to cancel an order line, the following validations must be fulfilled:

• Order line is not a shipping line
• If there is an active shipment_request for an order line, and it is ISPU, the shipment_request cannot be a SHIPPED status.
• The order (or order line) cannot be in a final status
• The order must be in a status that can be cancelled
• A shipment_request for a non ISPU method, if the order has been in a LOGISTICS status, all order lines must be in a final status
• In a bundle, these validations are fulfilled for each order line of the bundle

In the History and comments section of the Customer Service view you can see who and when canceled the order.

See the Exchanges topic for more information on canceling a bundle.

Force cancellation of the order

The Force cancellation button in the OMS Admin allows cancellation of a full order or order lines. The OMS will send the magento.logistics.fulfillment_management.cancel_lines fulfillment message to cancel all the selected order lines.

If some of the selected order lines are included in different shipment requests, the OMS Admin is going to send a message for each one of them.

A series of validations must be fulfilled at the shipment_request item status level:

• The shipment request item cannot be in its final status
• The status transition must be valid. We can reach this status from any other status except for the status CANCELLED and SHIPPED (for example, NEW > CANCELLED)

Force cancellation button is not available for ISPU orders.

See the Order details topic for more information.

Fulfillment event

You can send the magento.logistics.fulfillment_management.cancel_lines message to cancel the order or order lines. The validations are exactly the same as the Force cancellation flow.

Warehouse event

A warehouse event, such as when items out of stock (or other events that may cause a decline of shipment requests or lines), requires you to send the magento.logistics.warehouse_management.lines_declined message to cancel the order or order lines.

This magento.logistics.warehouse_management.lines_declined message only cancels specified shipment_request lines if the configuration Home delivery lines declined > Resource lines declined option is disabled in your SI Portal.

These definitions are enabled and configured in your System Integrator (SI) Portal, which is not yet accessible externally. Contact Magento Support for assistance.

See re-sourcing topic for more information.

A series of validations must be fulfilled:

• This message cannot be used for ISPU shipment requests.
• This message cannot be used for shipment requests that are included in a SFS pick list.
• The shipment request item cannot be in its final status
• The status transition must be valid. We can reach this status from any other status except for the status CANCELLED and SHIPPED (for example, NEW > CANCELLED)

The magento.logistics.fulfillment_management.cancel_lines fulfillment message will cancel the shipment_request lines.

For home delivery orders, you must contact the warehouse via the magento.logistics.warehouse_management.lines_declined message to notify them of the item(s) cancellation.

For a ship from store (SFS) order, you must decline the picking of the item(s). See the Pick decline section of the Ship from Store topic for more information.