Cancel an item

1. On the order's Summary page, go to the Fulfillment section and click Cancel/Exchange.

2. You will see a dialog:

Cancel and remove from Sales Order

Use this option for scenarios like:

• Customer bought a product and regretted it after a few days, before delivery.

Options:

• Create refund

  • If checked, you can define a refund amount (defaults to the total amount the customer paid for the item) and refund method.

Exchange

Use this options for scenarios like:

• Customer bought a product and wants to exchange to another product.

Options:

• Create refund

  • This option can't be unchecked since the amount will be used towards a new sales order.

After submitting the form, a new Sales Order is automatically created with an identifier matching the original order plus a letter suffix (e.g., SO-0341 becomes SO-0341A). Customer details (name, address) are pre-filled—you only need to select the new product and complete the sale.

Notes

Impacts on Inventory Item

• Items with fulfillment status = “Needs Purchase Order” and Services will be archived

• Items with fulfillment status = “Purchase Order Draft” will be removed from their Purchase Order

• Items with inventory status = “Ready” will be unlinked from the Sales Order and they can be included in other orders.

Impacts on Sales Order

• Sales Order status will be updated to Canceled, Complete or Ready depending on the statuses of the other items included in the order.