Order changes and cancellation
Revision-bound changes that respect accepted warehouse work and customer commitments.
6 stages · 1 approval
Roles and responsibilities
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Step 1Prepare the proposed change
Change NumberOrderChange TypeOrder RevisionChange Address
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Step 3Approve or reject the revision
Change NumberOrderChange TypeOrder RevisionChange Address
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Step 4Resolve accepted warehouse work
Message NumberChannelPurposeCommand KeyStock Read
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Step 6Confirm the customer outcome
Order NumberCustomerStatusRequested DatePending Review
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Prepare the proposed change
Order Desk selects the order and affected line, records the intended quantity or commercial change and retains supporting customer evidence. A quantity cancellation cannot exceed the remaining unshipped demand. The request begins as Submitted while the live order continues to reflect its current authorised scope.
Check operational exposure
Order Desk examines reservations, packing and accepted warehouse instructions. A changed address may apply only to work still under control. A price or promise amendment identifies which earlier decisions it invalidates. The proposal must explain the outstanding external effects before it can be decided.
Approval required
Approve or reject the revision
Order Manager reviews another requester's ChangeRequests record against the current order revision. A stale request is superseded and resubmitted with current facts. Approval binds both the request Revision and OrderRevision and covers only the frozen proposed change; it cannot preauthorise a later larger cancellation or a different delivery address.
Resolve accepted warehouse work
Integration Operator sends a cancellation request where the warehouse already accepted the affected goods. Until the warehouse confirms the stoppable quantity, the local request remains AwaitingWarehouse and reservations remain committed. A refusal or a dispatch race produces a visible exception; the shipped quantity follows the return process instead.
Apply the confirmed scope
Order Desk applies the authorised and externally confirmed change through the controlled action. The server updates quantities, releases only the eligible reservations and increments the order revision together. A repeated command returns its previous result. Price, address and promise changes trigger the relevant revalidation before re-release.
Confirm the customer outcome
Order Desk records what changed, what could not be stopped and any new promise accepted by the customer. Financial consequences are prepared as separate refund requests. Closing the commercial request does not imply that a refund succeeded or that accounting received its credit handoff.
Approvals and controls
1 approval required in this process
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Approve or reject the revision
Order Manager signs · resolve accepted warehouse work waits
ChangeRequests, OrderReviews - Approval and application both compare the expected revisionA changed order cannot reuse an earlier decision.
- A warehouse timeout retains the commitment; it does not count as a successful cancellation.
- Shipped, validly cancelledOpen quantities always reconcile to the accepted line quantity.
- Tests must include two competing cancellationsA dispatch that overtakes approval, an unchanged retry and a partial warehouse refusal.
Make the requested change visible
Customers change quantities, addresses and delivery needs after placing an order. The change process records the before-and-after proposal, its reason and the exact order revision. It preserves what the warehouse already accepted and what the customer previously agreed to. A request is not effective merely because someone edited a field in the order desk.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Prepare the proposed change | ChangeRequestsOrdersOrderLines | Freeze a bounded proposal |
| 2 Check operational exposure | ReservationsFulfilmentsShipments | Identify accepted or dispatched work |
| 3 Approve or reject the revision | ChangeRequestsOrderReviews | Decide the exact current proposal independently |
| 4 Resolve accepted warehouse work | IntegrationMessagesFulfilments | Obtain the actual cancellation outcome |
| 5 Apply the confirmed scope | ChangeRequestsOrdersOrderLinesReservations | Change only authorised and cancellable quantities |
| 6 Confirm the customer outcome | PromiseHistoryRefundRequests | Preserve agreement and prepare separate financial action |
Process reports
All reportsRefund Exposure
Show approved, in-flight, unknown and confirmed refunds against verified captured amounts in each currency.
Price Exceptions
Show discount and price overrides with requester, independent reviewer and frozen order revision.
Order Fill Rate
Compare accepted units with shipped units by order cohort, channel and SKU; show cancellations separately and never silently remove unmet demand.
Promise Reliability
Compare first accepted promise and latest agreed promise with evidenced delivery; retain revised commitments and exclude unconfirmed tracking outcomes from on-time claims.
Split Shipment Cost
Show dispatch count and recorded carrier charges per order when a configured cost source supplies them; missing costs remain unknown.
Order Cycle Time
Measure source acceptance to release, dispatch and delivery separately, with holds and unresolved stages visible.
Run by an agent
Agent support
The assistant cannot approve its requester's own commercial exception or refund, invent stock or provider evidence, assume customer consent, or treat a timeout as a failed payment. It cannot expand its permissions or treat a credit export as a confirmed accounting posting. Product substitutions, commercial exceptions and refunds retain their specified human decisions.
# Example after configuration
curl -fsSL https://www.erp.ai/skill.md
# Paste the output into your agent
order changes and cancellation · prepare the proposed change on ChangeRequests, Orders, OrderLines
Order Desk selects the order and affected line, records the intended quantity or commercial change and retains supporting customer evidence.
order changes and cancellation · check operational exposure on Reservations, Fulfilments, Shipments
Order Desk examines reservations, packing and accepted warehouse instructions.
order changes and cancellation · approve or reject the revision on ChangeRequests, OrderReviews
approval · waiting for the order manager
# 3 more stages after approval: resolve accepted warehouse work, apply the confirmed scope, confirm the customer outcome
Other processes
4 moreOrder intake and approval
Capture, duplicate checks and independent commercial approval before release.
5 stages · 1 approval
Allocation and backorders
Reservation, uncovered demand, customer promises and consented substitutions.
6 stages · 1 approval
Split fulfilment and tracking
Location-specific warehouse work with partial shipment and tracking reconciliation.
6 stages · 0 approvals
Returns and refunds
Independent return, inspection and refund decisions with provider reconciliation.
6 stages · 2 approvals