Users can cancel visits, deliveries, and orders on their mobile devices when unexpected
events stop them from finishing tasks. Some common reasons for cancellation include inventory
issues such as damaged or expired goods; logistics problems such as bad traffic, payment issues
when customers can't process transactions; or store-related issues such as unexpected closures
or disputes over orders.
Required Editions
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Available in: Lightning Experience
Available in: Enterprise and
Unlimited Editions where Consumer Goods Cloud is enabled
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The cancellation mechanism boosts operational efficiency by providing real-time data
tracking, comprehensive audit trails for field operations, and simplifying driver workflows by
reducing manual communication.
Visit Cancellation
Hybrid users and tour drivers can cancel scheduled
visits from an ongoing tour. The user must give a reason for cancellation, depending on the
cancellation reason setting in Visit Template. The app even records the location when a visit
is canceled, based on the location capture setting in Visit Template. If configured, the visit
cancellation reason and geolocation (latitude and longitude) is stored in the Visit entity.
When a visit is canceled, the app automatically cancels all related unreleased orders and
delivery documents. If a cancellation reason is configured as required for orders or
delivery documents, they’re canceled with a predefined reason (Canceled by
Call).
Users can't cancel visits that have started, are completed, or are part of a
completed tour.
Delivery Document Cancellation
Hybrid users and tour drivers can cancel a
delivery document from an ongoing visit. The user must give a reason for cancellation,
depending on the cancellation reason setting in Order Template. The reason the user gave for
canceling is saved with the delivery document. Canceling an unreleased delivery document
doesn't affect the inventory.
Users can't cancel released delivery documents or delivery
documents from completed visits or tours.
Order Cancellation
Hybrid users and tour drivers can cancel individual
orders from an ongoing visit. The user must give a reason for cancellation, depending on the
cancellation reason setting in Order Template. The reason the user gave for canceling is saved
with the order. Canceling an unreleased order doesn't affect inventory.
Users can't cancel
released orders or orders from completed visits or tours.
