Steps in the screenshots correspond to the numbers in the headings.
There could be any number of reasons why a customer would need to cancel an order. We have designed a new button so that it is easy for the CSR to cancel an order in Salesforce if all lines of the order are affected. The instructions are below.
1. In the example below, the customer wanted to purchase an item of the ATS Store. This item has a "New" product type, so it goes straight to an Order.
2. All orders starts out in Order Accepted Status.
For the sake of this example, let's say the customer finds a similar product cheaper and wishes to cancel the order. There are many ways that we can be informed of this information: One way is through the "Contact Us" function in the eCommerce Store.
3. The information submitted on this form will show up in the Case Queue.
4. In the past, you have had to cancel the order by taking the quantity down to zero. You would still use this method if you only need to cancel a portion of the order but leave the rest.
A new step called ORDER CANCELED has been added to the workflow. You can use this button when you need to cancel the entire order.
5. As you know you will be canceling this entire order, move the status from Order Accepted to Order Canceled and click Mark as Current Status.
6. An order confirmation message appears.
7. The order will show as canceled in eCommerce.
8. If you have access to the Big Commerce Admin Portal, you will be able to see it there as well.
A video on this topic can be found by clicking the following link:
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