---
schema_version: "1"
id: cf96d6e1c9bda6f559027b68ed165c6d933721c450c01b7ccc6ac829ff785d1b
title: Cancel an Order Item
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_cancel_order_items.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_cancel_order_items.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5baada6d1bbe5a4fabd3a09e80aa7bbea16c0255c0b21a0f15098bfc9bdc9b4c
description: You can cancel order items that aren’t allocated or fulfilled.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# Cancel an Order Item

You can cancel order items that aren’t allocated or fulfilled.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=commerce.om_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Launch the Cancel Items flow from the console app. If you launch Cancel Items from outside the console app, the progress bar is displayed at both the top and bottom of the Cancel Item window.

1. From the Navigation bar, open the Order Summaries list view page.
2. Select the order number that contains the items to cancel, and open the corresponding order summary record.
    
    You can also open the order summary directly from the customer’s account in the Service Console.
3. From the Actions & Recommendations list, select your cancel item flow.
    - To cancel up to 100 selected items, select **Cancel Item**.
    - To cancel all eligible items in the order, select **Cancel All**.
4. If you selected **Cancel Item.** select the items to cancel, and click **Next**.
    
    Only eligible items are listed.
    
    If you select a product bundle, all child products are selected. You can manually select or deselect child products, but a refund is processed only if the bundle item is selected. We recommend reviewing your store’s bundle policy.
5. Enter the required cancellation details. To apply details in bulk, use the Apply to All Items row. If you’re canceling all eligible order items, the details apply to all items.
    
    If you’re processing a bundle, you can modify the quantity of child products, but the refund isn't prorated even if only some child products are canceled.
6. Click **Next**.
7. Review the cancel information and submit the cancellation.
8. Click **Finish**.

A change order is created, and the totals on the order summary are updated accordingly. If you’ve already captured payment for the canceled items, the excess funds are refunded, but a credit memo isn’t generated.

The quantities on the order product summary are updated to reflect the canceled items. If the ordered quantity for an item is reduced to 0, the item’s status changes to Canceled. Otherwise, the status reflects the quantity that’s still part of the order.

#### See Also

- [Order Servicing](https://help.salesforce.com/s/articleView?id=commerce.om_service.htm&release=264.0.0&type=5 "Order servicing lets your customer service representatives (CSR) provide shoppers with order-related services, such as returns, exchanges, and cancellations. Order Management uses flow templates to help automate the these tasks. A Salesforce Admin can copy and customize these templates and then make the process flows available in the Actions & Recommendations section on the Order Summary page. Service agents can then quickly respond to requests for cancellations, reshipments, discounts, exchanges, and returns.")