Canceling orders

You can cancel an order if the issue for which an order or order line is placed on hold cannot be resolved or for any other reason due to which an order cannot be fulfilled, such as inventory shortage or damaged cargo. The cancellation reasons are configurable to suit your business needs.

About this task

Note the following important points about canceling orders:
  • You must configure the cancellation reason codes so that you can enter the reasons for canceling an order. For more information, see Managing cancellation reason codes Managing cancellation reason codes topic in IBM® Knowledge Center for IBM Sterling Order Management System Software.
  • Canceling orders is a permission-controlled task. For more information about administering user group permissions, see the Administering user group permissions
  • You can modify the rules to allow or disallow canceling orders for various order statuses. For more information about modification rules, see Defining modification rules.
  • When you create hold types, if the Can resolve on Cancel option is selected, order holds are resolved automatically when an order is canceled. For more information about creating hold types, see Creating an order level hold type.

Procedure

  1. Log in to Order Hub
  2. Click Orders and search for the order (Outbound/Inbound/Returns/Work order) that you want to cancel.
  3. In the Order number field, enter the order number that you want to cancel. To view all the orders in the selected enterprise, leave the Search orders field blank.
    For more information about searching for orders, see Viewing orders Viewing orders.
  4. Click Search.
    All the orders that match your search criteria are displayed.
  5. To cancel an order:
    1. Select the checkbox that is next to the order number. You can select multiple orders.
    2. Click Cancel order.

      Alternatively, if you are within the Order details pages, you can click Actions > Cancel order.

    3. Select the reason for canceling the orders.
    4. Optionally, enter comments to add more details.
    5. Click Cancel order. A confirmation message is displayed. The selected orders are canceled and the status is updated as canceled. If any of the orders that you selected cannot be canceled, an error message is displayed.
  6. To cancel an order line:
    1. Click an order to go to the Order details page.
    2. Under Order lines in the Details tab, select the checkboxes next to order lines that you want cancel.
    3. Click Cancel line.
    4. Select the reason for canceling the orders.
    5. Optionally, enter comments to add more details.
    6. Click OK.
      The selected order lines status is updated to Cancelled but the action was not completed.
    7. On the Order details page, click Save.A confirmation message is displayed. If any of the lines that you selected cannot be canceled, an error message is displayed.