Next-generation platform

Removing a product from an order

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You can remove a product from a confirmed order and process the refund to the customer.

Procedure

  1. Log in to Sterling Store Engagement.
  2. 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.
  3. Enter or scan the order number that you want to modify. Alternatively, use Advanced search to search for the order by using the customer details. For more information about finding orders, see Finding orders.
    The Order summary page opens.
  4. Click Edit.
    Note: You cannot modify an order that is already canceled, shipped, or carried.
    The Edit order page opens.
  5. Click Remove against the order line for the product that you want to remove.
    A Confirmation window opens.
  6. Select the reason for removing the product from the order and click OK.
  7. Click Save to save the changes to the order.
    The order is updated and a success message is displayed along with the refund or payment reversal details.
  8. Click View order summary. The Order summary page opens displaying the details. The order line with the removed product is marked as Cancelled.
  9. Click Done to close the Order summary page.