Cancel Item

Cancel Item

Info
Module: Order Detail Page
Path:
Topic: Cancel Item
Version(s):  Version 5.1 and up
Editions: Standard, Commerce, Call Center

What Is the Cancel Button?

This screen lets you cancel transactions that appear in the Order Items field.

Making The Connection

Where Will I See This Within OLX?

This is seen on the order detail screen.

What Reports Can Be Pulled?

  1. Item Status Report Definitions

What Imports/Exports Relate to Cancel Button?

  1. Datawarehouse Export Definitions
  2. Flattened Export Definitions

Trouble Shooting

  1. Why can't I cancel the line item?

    1. Check the current status of the line item. Is it eligible? See below for eligibility.

How To

To cancel one or more, line items navigate to the order, scroll to the bottom and click on the Cancel Button.

The Cancel Items screen will display in a new popup:


All eligible line items will display in the popup. The item status of the line will determine if the item can be cancelled. If the item status is a final status, the line is not eligible, with the exception of Item Fatal Authorization.

In most instances the following is the list of eligible vs not eligible:
Eligible
Not Eligible
Not Yet Available 
Installment Paid
Item Pending
Item Paid
Item Reg. Hold
Item Bad Debt
Item Auto Hold 
Item Shipment Delivered
Item Invalid 
Item Shipment Cancelled
Item Pay Ready 
Item Shipment Returned
Item Awaiting Authorization
Item Refund Accepted
Item Declined Authorization
Item Cancelled
Item Fatal Authorization
Item Awaiting Return
Ship Awaiting Settlement
Item Ship Ready
Item Awaiting Ship-Confirm

Item Pending Review

Item Back Order


  1. Item Description - this is the description of the product offer
  2. Quantity - how many items will be cancelled on that line item
    1. you cannot split quantity - you may have to cancel the whole line item and create new order for correct quantity
  3. Pay Date - this is the date payment was captured
  4. Ship Date - this is the date the item exported from the system
  5. Status - this is the item status of that specific line item
  6. Selected
    1. Checked - will cancel an item
      1. If there is more than one page of items, select the page number located beneath the Item Description.
    2. Unchecked - will not cancel the item
  7. Check All - To select all for cancel
  8. Uncheck All - To deselect all items for cancel
  9. Attempt to void all authorizations for selected items. If the void declines, the authorizations will be canceled instead.
    1. Checked
    2. Unchecked
  10. Reason - Choose a reason from the Reason drop down list.
  11. Notes - Enter notes on why the item was cancelled in the Notes section. This will display on the customer record under CS Activities

* To save the changes click the Save button .
  1. If one or more of the items being cancelled have a captured payment transaction, you will see the following:
    2. The following cancelled items should be issued refunds: [product description(s) will be listed here]
      1. click ok to continue with cancelling the record(s)
  2. If one or more of the items being cancelled are continuity, you will see the following:
    2. Some of the items you selected for cancelling were responsible for launching the following subscriptions . If you would like to cancel check the appropriate boxes below.
      1. Cancel checked
        2. click ok to continue with cancelling the record(s)
      2. Cancel unchecked
        1. click Save to continue with cancelling the record(s)
* To cancel any of the current changes you have made click the Cancel button .
      This will close the window without saving any changes.
Copyright 2019
Revised 3.25.2025

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