You can cancel a confirmed order if the customer decides to do so.
About this task
As a store associate, you can cancel a confirmed order, which is not already shipped. You can
cancel only the complete order and not the individual order lines. You can also cancel an order for
which payment has been partially done.
Procedure
- Log in to Sterling Store
Engagement.
- To search for orders, use either of the following methods:
- From the application menu, select Customer service to search by using
the Find order portlet.
- Click the search icon on the status bar and select the search type as
Order to search for orders globally from any page.
- Enter or scan the order number that you want to cancel. Alternatively, use
Advanced search to search for the order by using the customer details. For
more information about finding orders, see Finding orders.
- From the Actions menu in the order summary page, select
Cancel order.
Note: The Cancel order option is not available if the order is already
shipped.
- Select a cancellation reason and click OK.
The order is canceled and the
Order summary screen is displayed
with the updated order status, refund, and other details.
A note is automatically logged on
the order along with the details of the store associate who initiated the cancellation and the time
and date of the cancellation.
Note: During order capture, if you close the payment capture page
after making a partial payment, the order is confirmed and is in the created status if the
appropriate pipeline is in place. You can search for the order from the Find
orders portlet and from the Order summary page, complete the payment
for the order or cancel the order and process the refund. To view the payment and refund
information, click Payment method.
