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Manage your orders

You can use the Customer Service Center (CSC) within Business Manager to manage your orders.

Prerequisite

You must have provided permission to be able to manage your orders within the Customer Service Center module. For more details, visit our Optional configuration page.

Manage order

  1. Log into Business Manager and go to Merchant Tools → Ordering → Customer Service Center to access the CSC interface.
  2. Click on "Find Order" and enter the order number.
  3. Click on "More" and the system will display the actions available for the order.

Payment actions menu screenshot

Capture (settle) the order

  1. Select "Capture".
  2. For a partial capture action, specify the amount.
  3. The system validates the request and processes the transaction.
  4. A success or error message is displayed to you.

Refund the order

  1. Select "Refund" or "Partial Refund".
  2. If partially refunding a product or multiple products, specify the amount.
  3. Confirm the action.
  4. The system validates the request and processes the transaction.
  5. A success or error message is displayed to you.

Cancel the order

Note

The cancel action appears only when the payment is authorized but not captured.

  1. Select "Cancel".
  2. Confirm the action.
  3. The payment is voided and a success or error message is displayed.
  4. Unless you are using Salesforce's OMS service, the SFCC order status is updated so that:
    • product quantities are reduced
    • any items are returned to stock
    • the order totals are recalculated

Using the order management system (OMS)

Note

For details on how to set your OMS preference within SFCC, visit Optional configuration.

If you are canceling or refunding an order through Salesforce's OMS service, the order status will not be automatically updated in SFCC.

Instead, you must update the order status and stock using the OMS.

Next steps

View your customer's journey