1. Using Order Management
  2. Cancel Order Lines That Remain in the Same Status

Cancel Order Lines That Remain in the Same Status

Cancel an order line that remains in order fulfillment for a long time, such as during Awaiting Shipping.

An order line that's stuck or in error can prevent the sales order from getting to a finished status.

example flows of stuck lines

Note

  • Order line 1 finished the Reserve step, is running, and is awaiting shipping.

  • Order line 2 is stuck on the Schedule step for some reason and can't proceed.

  • Order line 3 encountered an error on the Schedule step and can't proceed.

You can revise the sales order to forcefully cancel lines that are stuck or in error.

forcefully cancel lines that are stuck or in error

Consider some examples.

  • The order line remains in the same status for a long time. For example, you modify the order line, and your modification remains in the Change Pending status for several hours.

  • An order line goes into error recovery because a compensation error happens, Order Management must revise the order line to recover the sales order, but can't revise an order line that's in error recovery.

  • You submit an order line that includes a date that happens after the date that Order Management can use to plan the sales order. For example, you set the Scheduled Ship Date attribute to the year 2032 but you meant to use 2022. The orchestration process goes into error recovery. You must modify the Scheduled Ship Date, but Order Management doesn't allow you to modify the current revision of a sales order that's in error recovery.

  • An error happens during drop ship.

    • You submit a sales order that uses drop ship but you don't include the supplier site.

    • Order Management sends the sales order to your procurement system.

    • The procurement system sets the supplier site to a default value when it converts the sales order into a purchase order, then, at some later point, sends a reply to Order Management to update sales order status.

    • Order Management can't find the supplier site that the procurement system set, so the sales order can't proceed and appears to be stuck in a perpetual fulfillment state.

These examples indicate that the sales order might contain an order line that's stuck or in error.

In this example, you cancel an order line that's stuck in the Awaiting Shipping status.

  1. Sign in with a user role that includes the fom_fix_exceptions_on_order_lines privilege.

    You need this privilege to use force cancel. Ask your order administrator for assistance.

  2. On the Overview page, search for, then open the sales order that includes the order line that's stuck.

    For this example, assume the Status attribute of the order line has remained in Awaiting Shipping for several hours.

    Tip: If you don't know the sales order number or some other value that you can use to identify the sales order, then use the Orders Past Due bar chart on the Overview page. For example, Orders Past Due includes sales orders that are 14 days overdue. Some of these orders might contain order lines that aren't responding.

  3. At the top of the page, click Actions > Create Revision.

  4. In the Order Lines area, locate the line you must cancel.

  5. Scroll toward the right until you can view the Actions drop down icon.

  6. Click Actions > Force Cancel Line.

    • Order Management changes Quantity on the order line to 0, and changes Status to another value, such as Cancellation Requested or Cancellation Pending. To monitor your request, click Refresh until Status contains Canceled.

    • You can click Force Cancel Line again to retry the cancel.

    • Force Cancel Line displays only if the order line is stuck or is in error.

If you find that a sales order remains in the Cancellation Requested status or Cancellation Pending status, then consider using Recover Order. For details, see Fix Errors in Sales Orders.

Force Cancel Lines in Shipment Sets

You can't force cancel a line in a shipment set after you click Submit. Instead, cancel the sales order, then create a new one.

Assume you include two lines in a shipment set and click Submit. Line x contains the AS54888 computer and line y contains 1 Year Warranty for the computer. The computer is shippable but the warranty isn't. You include the warranty in the shipment set even though it isn't shippable so Order Management can bill the computer and the warranty at the same time.

Some time later, you revise line y to 2 Year Warranty, then click Submit. The status goes to Change Pending but never proceeds to Processing. You notice the change request goes on hold, and you encounter an error when you examine the message for the fulfillment task.

Service {SERVICE_NAME} request for task {TASK_INSTANCE_ID} failed due to a system error. (DOO-2685019)

You need to update only the warranty, so, to attempt to fix the problem, you use Force Cancel to remove line x and click Submit, but both lines remain at Change Pending.

To fix the problem, cancel the sales order. Create a new sales order, then add your shipment set with your revised values.

Force Compensation

If you have a fulfillment line that's stuck because of a scheduling or reservation problem, then you can force Order Management to compensate the line and see if it can fix the problem.

Order Management normally uses compensation rules to determine what adjustments to make when you revise a sales order. For details, see Compensate Sales Orders That Change.

In some cases, you can force Order Management to compensate and see if it fixes the problem.

Try it.

  1. Sign in with a user who has the FOM_FIX_EXCEPTIONS_ON_ORDER_LINES privilege.
  2. Create a revision for the sales order that's stuck.

    If the order has a line that's open, that you can't update or cancel, that isn't in a wait state, and that's been stuck for at least 90 minutes, then you'll see a message.

    A problem occurred while processing order lines. Examine the lines that are in error, edit them or forcefully cancel them, then submit them. The submit action will attempt to process all error lines and resolve the problem.
  3. Modify the line, then click Submit.

Note

  • Order Management will compensate each fulfillment line that's stuck, and it will compensate even if you don’t edit or modify the line, and even if the line is in Change Pending status.
  • You can only compensate lines that are stuck because of a scheduling or reservation problem.
  • If the problem happens outside of Order Management, then you must fix the problem before you revise the sales order. For example, assume the line gets stuck because on-hand quantity isn't available to reserve in the warehouse, so the line gets stuck on the reservation task. To fix this problem, you need to make sure quantity is available before you revise the sales order.

Other Guidelines

If you don't have the privileges that you need to do an action, then Force Cancel might not work. Assume a sales order is on hold, you try Force Cancel, but it fails because the order is locked. You might need to get the privileges that allow you to release a hold, or you might need to ask the person who applied the hold to release it, and then try Force Cancel.

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