---
schema_version: "1"
id: 15ebcb44b0eeda2541a6c83a127284aad92eede764540867112186658bd8760e
title: Order Servicing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_service.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_service.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d1aa06e99be358984ac67b0239f1b87e79cc4041f1eb8179af2241024397d8d2
description: 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.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# Order Servicing

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.

Service flows can process orders with to up 2000 products, however the flows can only process up 100 products at one time.

- **[Order Management and Service Cloud](https://help.salesforce.com/s/articleView?id=commerce.om_order_management_and_service_cloud.htm&release=264.0.0&type=5)**  
    Use Order Management with Service Cloud to give service agents a single view of order and service history to ensure timely processing of requests.
- **[View Order History](https://help.salesforce.com/s/articleView?id=commerce.om_view_order_history.htm&release=264.0.0&type=5)**  
    The order summary captures all transaction and processing activity for an order.
- **[Cancel an Order Item](https://help.salesforce.com/s/articleView?id=commerce.om_cancel_order_items.htm&release=264.0.0&type=5)**  
    You can cancel order items that aren’t allocated or fulfilled.
- **[Reship an Order Item](https://help.salesforce.com/s/articleView?id=commerce.om_reship_order_items.htm&release=264.0.0&type=5)**  
    Reship missing or lost order items by creating a reship fulfillment order.
- **[Discount an Order Item](https://help.salesforce.com/s/articleView?id=commerce.om_discount_order_items.htm&release=264.0.0&type=5)**  
    You can process a discount or price adjustment for one or more order items either before they’re allocated or after they’re fulfilled.
- **[Process an Exchange (Simple)](https://help.salesforce.com/s/articleView?id=commerce.om_exchange_order_items.htm&release=264.0.0&type=5)**  
    Run an even exchange whenever a customer needs to exchange their product for a variant of the same product. For example, if a shopper orders a size large blue sweater and then decides that they prefer the same sweater in red, size medium, you can process an exchange.
- **[Return an Order Item](https://help.salesforce.com/s/articleView?id=commerce.om_return_order_items_overview.htm&release=264.0.0&type=5)**  
    Digital selling channels give customers many ways to initiate and complete returns for items that they purchased online. Order Management tools help you manage the various return scenarios.
- **[Exchanges with RMA Returns Overview](https://help.salesforce.com/s/articleView?id=commerce.om_exchanges_rma_overview.htm&release=264.0.0&type=5)**  
    An exchange with an RMA return provides a more robust exchange experience for customers. Unlike a simple exchange, which only allows for same-cost variant exchanges, an exchange with RMA processes the return of the previous product before letting a customer service representative (CSR) order a new item, enter a new delivery address, and select a shipping method, all on behalf of the user. Finally, the CSR can process any refund or additional funds needed from the customer.
- **[Order on Behalf Of Overview](https://help.salesforce.com/s/articleView?id=commerce.om_order_on_behalf_of_overview_oobo.htm&release=264.0.0&type=5)**  
    Use Order on Behalf Of (OOBO) or Order Entry to let customer service representatives (CSRs) place orders directly on behalf of a customer. This feature works with Order Management, B2B Commerce, D2C Commerce, and B2C Commerce.
- **[Store Fulfillment Application Overview](https://help.salesforce.com/s/articleView?id=commerce.om_store_fulfillment_app.htm&release=264.0.0&type=5)**  
    The Store Fulfillment app gives you quick and easy access to each step of the fulfillment process: selecting a store, finding new orders for the store, creating a ticket for one or more orders, picking or rejecting items, and packing them up or shipping them out.