Canceling an Item in Order Maintenance
Purpose: In order maintenance, select Cancel for an item at the Work with Order Lines Screen to cancel it from an order. You can cancel the entire open (unshipped) quantity of the item or lower the quantity (for example, to correct a keying error).
Restrictions:
• You cannot cancel an item if a pick slip has been printed for that item. Instead, you must first void the pick slip. See Reprinting and Voiding Pick Slips (WVRP or WSVP).
• Selecting Cancel for a set component item is controlled by the Set Component Maintenance (J01) secured feature. If you do not have the required authority, the system displays an error message: Not authorized to change, delete, cancel, or sell out a set component.
If the quantity you cancel is reserved, it will now be available for other orders.
To cancel an entire order: See Canceling an Order through Order Maintenance.
Price tables: If you use price table pricing, canceling an item may affect pricing and premium items. See Changing Item Detail Line Information in Order Maintenance.
Membership items: If you cancel a membership item, the system also cancels the customer membership if possible. See Canceling a Membership Item for a discussion.
Order status: See Order Updates for Cancellation.
Order line status: See Item Cancellation Results.
Brokered backorder: If the order line is currently assigned to the Order Broker for fulfillment, you advance to the Confirm Order Broker Cancel Window when you select a line for cancellation. See Canceling a Brokered Backorder Request for more information.
Retail pickup and delivery orders: If you cancel an item on a retail pickup or delivery order, the system changes the Order Broker record’s status to Canceled and sends a status inquiry request to the Order Broker. If the order’s status in Order Broker is:
• Canceled: the system does not send a status update to Order Broker; otherwise,
• If the order’s status in Order Broker is anything but Canceled, the system sends a status update to Order Broker indicating the status is Rejected. In this situation, the Order Broker then changes the order status to New_order.
Important: If Order Broker is configured to “reshop” (the Search retries setting at the Preferences screen is not set to 0), then in this situation the Order Broker attempts to assign the order to another location for fulfillment.
See Retail Pickup (including Ship-for-Pickup) or Delivery Orders for an overview.
Cancellation email: The system generates an order or order line cancellation email or the Outbound Email XML Message (CWEmailOut) to the customer if:
• you have specified an:
- Order Line Cancellation Email Program (K79), if there is still at least one open line on the order or if there have been any shipments, or
- Order Cancellation Email Program (K78), if you are canceling the last open line on the order and there have not been any shipments, and
• the cancel reason code you use does not match the Cancel Reason Code to Suppress Email (L08), and
• the customer is eligible to receive email notifications; see When Does the System Generate an Email Notification?
If you cancel a full or partial order line using more than one cancel reason code, the order line cancellation email lists the entire quantity canceled during the current session. For example, the customer indicates that there was a keying error that resulted in reducing the order line quantity from 50 to 15; also, the customer wants to now reduce the order line quantity to 10. The email indicates a cancel quantity of 40, even though quantities of 35 and 5 were canceled using different cancel reason codes.
If you generate the Outbound Email XML Message (CWEmailOut), the cancel reason code indicated is the last one used to cancel a quantity of the order line.
See the Order Cancellation Confirmation Email Sample and Contents and the Order Line Cancellation Confirmation Email Sample and Contents for more information.
In this chapter:
- Customer Membership Cancellation Window
- Order Warning Message Window
- Membership in Process Window
For more information: See Canceling an Order through Order Maintenance.
To cancel: Select Cancel for an item at the Work with Order Lines Screen to cancel it. You advance to the Enter Cancel Reason pop-up window.
Field |
Description |
Order # |
A unique number to identify an order. Numeric, 9 positions; display-only, assigned by the system. |
Ship to number (unlabeled field to the right of the order number) |
Indicates the number of shipping addresses on the order. Numeric, 3 positions; display-only, assigned by the system. |
Item |
A code for a unit of inventory. Item numbers are defined in and validated against the Item table. See Performing Initial Item Entry (MITM). Alphanumeric, 12 positions; display-only. |
SKU (Unlabeled fields to the right of the item number) |
The unique characteristics of an item, such as its color and size. Alphanumeric, three 4-position fields; display-only. |
Description (Unlabeled field below Item field) |
The description associated with the item. Alphanumeric, 25 positions; display-only. |
Current quantity ord (Quantity ordered) |
The number of units of this item originally ordered. Note: If you have previously canceled units of this item with a cancel reason code set to reduce demand, the quantity in this field is reduced by the quantity canceled. See Item Cancellation Results. Numeric, 5 positions; display-only. |
Current quantity can (Quantity canceled) |
The quantity of this item that has been canceled previously. Note: If you have previously canceled any units with a cancel reason code set to reduce demand, that quantity is not included in this field. See Item Cancellation Results. Numeric, 5 positions; display-only, updated by the system. |
Current quantity S/O (Current quantity sold out) |
The quantity of this item that has been sold out. Numeric, 5 positions; display-only, updated by the system. |
Current quantity shp (Current quantity shipped) |
The quantity of the item that has shipped. Numeric, 5 positions; display-only, updated by the system. |
Cancel qty (Quantity to cancel) |
The quantity of the item to cancel. This field defaults to the quantity remaining on the line, calculated as: Quantity ordered - (quantity canceled + quantity sold out + quantity shipped) = Quantity to cancel
Select Full/Line to change this value, if necessary. A message appears if you try to cancel more units than are currently open (unshipped): Quantity to be canceled (xx) exceeds remaining open quantity (xx).
Quantity for membership items: Ordinarily you would always enter membership items with a quantity of 1, since each membership item ordered creates a single customer membership, regardless of order quantity. The system does not let you cancel a partial quantity on an order line for a membership item. See Canceling a Membership Item for more information on canceling memberships. Numeric, 5 positions; display-only, updated by the system. |
Cancel rsn (Cancel reason code) |
The reason for canceling the line. Cancel reason codes are defined in and validated against the Cancel Reason table. See Establishing Cancel Reason Codes (WCNR). Select Chg Cancel Qty to change this value, if necessary. Numeric, 2 positions; required. |
Recalculate freight |
Determines whether the system refunds the freight charge to the customer for the canceled items. Valid values are: Selected =Recalculate and refund freight. If a Freight override amount is defined for the order and the Calculate freight field for the order ship to is selected, the system advances you to the Enter Freight Refund Window. Unselected (default) = Do not recalculate and refund freight. The Recalculate Freight Default (F62) system control value controls the default setting of this field, but you can override this default. Tax: The system recalculates tax regardless of the setting of this field. |
Instructions:
1. Enter a valid cancel reason code in the Rsn field.
2. Optionally, select Full/Line to change the quantity of the item to cancel and enter the new quantity in the Qty field. (Note: This option is not available for a retail pickup or delivery order received from the Order Broker; see Retail Pickup (including Ship-for-Pickup) or Delivery Orders for background.)
3. Optionally, select Chg Cancel Qty to change the cancel reason code and enter a new cancel reason code in the Cancel rsn field.
4. Optionally, change the value in the Recalculate freight field. If selected, and a Freight override amount is defined for the order, the system advances you to the Enter Freight Refund Window.
5. Select OK.
Use this window to enter the freight amount to refund.
How to display this screen: This window displays if you select the Recalculate freight field on the Enter Cancel Reason Window, a Freight override amount is defined for the order, and the Calculate freight field for the order ship to is selected.
Field |
Description |
Current freight amount |
The current freight amount for the order, based on the Freight override amount on the Display Order Properties Screen. Numeric, 7 positions with a 2-place decimal; display-only. |
Freight refund |
The amount of freight to refund. Freight tax override: If a Freight tax override is defined for the order, the system uses the Freight tax rate to calculate the amount of tax on freight to refund. Numeric, 7 positions with a 2-place decimal; required. |
Instructions:
1. Enter the amount of freight to refund in the Freight refund field.
2. Select OK. The system subtracts the freight refund amount from the current freight amount and updates the Freight override amount on the Display Order Properties Screen with the new Freight override amount. If a Freight tax override is defined for the order, the system uses the Freight tax rate to determine the new freight tax amount.
Example: You cancel a line on an order whose freight override amount is $10.00 and freight tax override amount is $2.50. The freight tax rate is 25%. At the Enter Freight Refund window, you enter $4.00 as the freight refund amount. Based on the freight refund amount, the system:
• Refunds $4.00 freight and $1.00 freight on tax.
• Updates the freight override amount to $6.00.
• Updates the freight tax override amount to $1.50.
The effect of canceling an item depends on:
• whether you cancel the entire open quantity, and
• whether you reduce demand.
You reduce demand if you use a cancel reason code with the Reduce demand field selected. One reason to reduce demand is if the quantity ordered was keyed incorrectly (10 units instead of 1).
The results of the different types of item cancellations are described in the table:
Type of Cancellation |
Line Status |
Quantity Ordered |
Canceled Quantity |
Cancel entire quantity and reduce demand |
Closed |
reduced to zero |
not affected |
Cancel entire quantity and don't reduce demand |
Cancelled |
not affected |
increased (by entire quantity ordered) |
Cancel partial quantity and reduce demand |
not affected |
reduced (by quantity being canceled) |
not affected |
Cancel partial quantity and don't reduce demand |
not affected |
reduced (by quantity being canceled) |
increased (by quantity being canceled) |
Overview: When you use order maintenance to cancel a membership item that created a customer membership, the system also cancels the customer membership if possible.
When is a customer membership eligible for cancellation? In order for the system to cancel the customer membership created by the membership item:
• the membership item must be eligible for cancellation; that is, it cannot yet be billed.
• the customer membership must be in Active or Inactive status.
Also, the customer membership must be a standard (non-loyalty) membership. You cannot cancel loyalty memberships through order maintenance, because you do not create these memberships by selling a membership item; instead, the system creates loyalty memberships based on the customer’s order or sales activity. Only customer memberships you sell in order to generate orders or provide a discount are eligible for cancellation through cancellation of the related membership item.
What if the customer membership has already been canceled? If you have already canceled the customer membership through Working with Customer Memberships (WWCM) and you then cancel the membership item, the system simply cancels the membership item on the order like any other item.
Canceling a single membership on an order that created multiple customer memberships: It is possible to create more than one customer membership on an order by adding multiple membership items. If the system cannot determine which customer membership was created as the result of the membership item being cancelled, the Customer Membership Cancellation Window opens so you can select the correct membership to cancel. This situation can occur if you use a generic membership item to create different types of customer memberships, or if the customer has ordered two of the same membership item (for example, one for himself and one for a friend). You can use the Customer Membership Cancellation window to select the correct customer membership to cancel.
Canceling multiple memberships or the entire order: If you cancel multiple membership items or an entire order and the system cannot determine which customer membership was created for each membership item, the Customer Membership Cancellation Window opens so you can select a membership to cancel until each customer membership is accounted for. For example, you enter an order that creates a COFFEECLUB membership and a DISCOUNT membership, both created with the generic MEMBPGM item. If you cancel the entire order, the Customer Membership Cancellation window opens, displaying the COFFEECLUB and DISCOUNT memberships. Select either membership at this window. Once there is only one remaining customer membership left to cancel (for example, you cancel the COFFEECLUB membership, so only the DISCOUNT membership remains), the system does not need to display the window and can cancel the remaining membership automatically.
Situations in which you cannot identify the correct membership to cancel: There might be situations in which you cannot determine the differences between the customer memberships created through an order and displayed at the Customer Membership Cancellation Window, described below. For example, you have created two customer memberships on the same order: one to ship to the sold-to customer, and one where you specify an alternate shipping address for the customer membership. In this situation, both the membership item and the membership program name are the same, so you cannot distinguish them at the Work with Order Lines screen or the Customer Membership Cancellation window.
In any situation where you might not be able to determine the correct order line or customer membership to cancel based on the information displayed in order maintenance, you should first cancel the correct customer membership through Working with Customer Memberships (WWCM) and then cancel the related membership item in order maintenance.
What if you have already generated orders for the customer membership? You can still cancel the membership item and prevent the customer membership from generating any subsequent orders, even if you have already used the Generating Membership Orders (EGMO) option to generate an order for the membership. In this situation, the Order Warning Message Window, described below, indicates that you need to cancel the generated order(s) if the customer does not want to receive shipments.
If the membership generation is currently in process, or if the customer membership is in In process status because the generated order is suspended in batch, the Membership in Process Window, described below, indicates that you need to cancel the customer membership through the Working with Customer Memberships (WWCM) option.
When do these windows open? If the system determines that it needs to display any of the windows described below, it does so at the end of your order maintenance session, after you have entered a cancel reason and clicked Accept to accept your changes. At this point, the maintenance accept process is already underway, and you can no longer reject your maintenance changes in order to prevent the customer membership(s) from being canceled.
Does the system cancel customer memberships automatically in any other situations? When you use the Void/Cancel option in Reprinting and Voiding Pick Slips (WVRP or WSVP), the system also cancels the related customer membership if the order includes a membership item. In this situation, the system uses the same logic as in order maintenance to determine whether to display the windows described below.
The system does not automatically cancel customer memberships through any other screen or process. For example, if you cancel an order or membership item through the e-commerce interface, you need to use Working with Customer Memberships (WWCM) to cancel the related customer membership.
No membership cancellation email generated: When you cancel the membership item in order maintenance, the system does not generate the membership cancellation confirmation email regardless of the setting of the Membership Cancellation Email Program (K77). See Membership Cancellations for a discussion.
For more information: See Membership Overview for background, and see Working with Customer Memberships (WWCM) for details on customer memberships.
Customer Membership Cancellation Window
This window opens when you cancel one or more order lines for membership items, and the system cannot determine which customer membership(s) should be canceled as a result.
For example, you use a generic item called MEMBPGM to create customer memberships in order entry, and then select the correct membership program at the Enter Membership ID Window (Selecting a Membership Program). You have recently entered an order for a customer to create two customer memberships:
• COFFEECLUB, to generate a shipment of coffee every month for 12 months; and
• DISCOUNT10, to provide the customer with a 10% discount on all orders for the next 12 months.
The customer decides to cancel the COFFEECLUB membership. In this situation, when you cancel the MEMBPGM item in order maintenance, you need to select the COFFEECLUB membership at the Customer Membership Cancellation window in order to cancel the correct customer membership.
For more information: See the discussion above under Canceling a Membership Item.
Field |
Description |
Item |
The membership item selected for cancellation. If you are canceling multiple membership items or an entire order that includes multiple membership items, then this window opens for each membership item until the system has accounted for each customer membership it needs to cancel. If there is only one remaining membership created by the order that is eligible for cancellation, then the system does not need to display the window for you to select the membership. The description of the membership item is to the right. Item: alphanumeric, 12 positions; display-only. Description: alphanumeric, 120 positions; display-only. |
Membership ID |
The code that identifies the membership program that serves as the template for the customer membership. The customer memberships displayed at this window can serve to generate membership orders, provide a discount percentage, or both. Selecting a membership to cancel: Click the membership ID in order to cancel this customer membership. Alphanumeric, 12 positions; optional. |
Description |
The description of the membership program. Alphanumeric, 30 positions; display-only. |
Completing this window: Click the membership ID of the customer membership you want to cancel. See the discussion above for more information.
Cautions:
• If you are canceling multiple membership items, or an entire order that includes multiple membership items, the Customer Membership Cancellation window opens repeatedly until each customer membership that needs to be canceled is accounted for. If there is only one remaining membership created by the order that is eligible for cancellation, then the system does not need to display the window for you to select the membership.
• Once you select a customer membership at this window by clicking the Membership ID, the system continues to cancel the customer membership and closes your maintenance session. You do not have an opportunity to reject your selection.
This window opens if a customer membership selected for cancellation has already generated one or more membership orders. The window lists the membership item and item description related to the customer membership selected for cancellation. The system will complete the cancellation of the order line and the customer membership, so that it does not generate any additional orders; however, it cannot automatically cancel orders that you have already generated.
In order to identify and cancel the generated order(s), you can use the Orders for Customer option at the Work with Customer Memberships Screen in Working with Customer Memberships (WWCM).
For more information: See the discussion above under Canceling a Membership Item.
This window opens if a customer membership selected for cancellation is in In Process status. This status indicates the membership generation is currently running, or that the membership generation has completed but the generated order is still suspended in batch. The generated order might be suspended if there is an error requiring resolution, such as a ship via that is not valid for the shipping address. The window indicates the membership item and item description related to the customer membership selected for cancellation.
In this situation, the system still completes the cancellation of the order line for the membership item, but you need to use the Working with Customer Memberships (WWCM) option to cancel the customer membership, and use batch order entry to reject the suspended order.
For more information: See the discussion above under Canceling a Membership Item.
