Cancel an Order
- David Haskell (Unlicensed)
- Tony Browne (Unlicensed)
This article will show you how to cancel an order in Advantage. Use these instructions when a customer wants to cancel an order that has not yet been fulfilled. These instructions apply to orders in Complete - C and Unfinished - U status. If the order has been fulfilled, it will need to be returned for a refund.
2 min read
Warning
If the order was part of an automatic delivery - generated from BCL - do not follow these instructions. You will need to terminate the automatic delivery. You will be prompted to delete the pending order in C status.
How to Cancel an Order
From the Customer Service ribbon, navigate to Customer Activity
Select the product you want to cancel
Select Delete Order (this option is available by right-click or via the ellipsis icon)
A dialog box will appear to confirm the cancellation.
Click Yes
Note
Once the order is deleted, it will no longer appear in the Customer Activity screen. If the customer is on automatic delivery, cancel the automatic delivery first and this will prompt you to cancel the pending order.
Warning
In some cases, customer service is cancelling to upgrade or switch the service and they do not want the letter to update. In these cases, the agent should use one of the following reasons as they do NOT generate the letter:
C-UPG - To be used for upgrades
XOPS - One off scenarios in which cancel letters are not desired
Wrap up
You should now know how to cancel an order in Advantage.
Still need help?
We know this can be frustrating. To get further help please open a Support ticket.