Commerce5 version 2.5.1 introduces new features to support bi-directional order cancellation.


Magento Order Cancellation Process:


In the Magento Admin an order is cancelled in one of two ways:


(1) If an order has not been fully invoiced you will see a "Cancel" button that will let you cancel any line items that have not been invoiced


(2) If you "Edit" an Order in the Magento Admin it will copy the current order to a new order and cancel the original order



NCR Counterpoint Order Cancellation Process


In NCR Counterpoint an order can be cancelled in Touchscreen Point of Sale or Ticket Entry by using the "Cancel Order" button in the Process Orders screen:




As a reminder:

  • Cancellation of orders or items that have already been invoiced requires an online credit memo to be performed MANUALLY in Magento against the invoice.
  • Online credit memo refunds can only be performed against charges which have settled with your payment provider, typically requiring the credit memo to be performed at a later date than the original invoice.
  • More information about how to perform a credit memo can be found here: How Refunds/Returns (Credit Memos) are handled in Magento


Supported Order Cancellation Scenarios

Orders that are processed using the new feature will cancel items if applicable, and change the order to a new status: Confirmed Cancel.


Once enabled, order cancellation supports the following situations:


An order is cancelled in Magento, before it was imported to Counterpoint.

  •     Commerce5 will change the order status from "Canceled" to "Confirmed Cancel"


An order imports to Counterpoint, and is canceled in Magento after no additional activity on the order in Counterpoint.

  •     Commerce5 will cancel the order in Counterpoint
  •     Commerce5 will change the order status in Magento from "Canceled" to "Confirmed Cancel"


An order imports to Counterpoint, and is canceled in Counterpoint with no additional activity on the order in Magento.

  •     Commerce5 will cancel the order in Magento and set the order status to "Confirmed Cancel"

    

An order imports to Counterpoint, and is canceled in both systems manually with no additional activity on the order in either system.

  •     Commerce5 will change the order status in Magento from "Canceled" to "Confirmed Cancel"


An order imports to Counterpoint, has a deposit manually added in Counterpoint, and is then canceled in Counterpoint (end user must refund the manual deposit.)

  •     Commerce5 will change the order status in Magento from "In CPSQL" to "Confirmed Cancel"


An order imports to Counterpoint, is partially released/shipped, and the remainder of the order is canceled in Counterpoint.

  • Commerce5 will invoice/ship items in Magento from release ticket in Counterpoint
  • Commerce5 will cancel the remaining items on the order in Magento
  • Commerce5 will change the order status in Magento from "In CPSQL" to "Complete"


An order imports to Counterpoint, is partially released/shipped, and the remainder of the order is canceled in Magento after Commerce5 has created the first invoice and shipment.

  • Commerce5 will invoice/ship items in Magento from release ticket in Counterpoint
  • Magento will change the order status in Magento from "In CPSQL" to "Completing" after the remaining items are canceled
  • Commerce5 will cancel the remaining items on the order in Counterpoint
    • Note:  The completing order status must be utilized to support partial order cancellations from Magento


Needs Attention Scenarios


Some situations involving canceled orders are not supported, and will result in the order being marked as "Needs Attention".:


An order imports to Counterpoint, the order is released in Counterpoint, however the order is canceled manually in Magento preventing the release ticket from invoicing the order.

  •     Commerce5 will change the order status from "Canceled" to "Needs Attention"
  •     Commerce5 will send an email notification that an order release was attempted for an order that had already been cancelled.
  •     More information regarding the Needs Attention status can be found here:  Commerce5 - Needs Attention Order Status
  •     More information how to dismiss the email notification from Counterpoint can be found here: Dismiss Order Errors in Counterpoint


An order imports to Counterpoint, is manually invoiced and/or shipped in Magento, however the order is canceled manually in Counterpoint.

  •     Commerce5 will change the order status from "Complete" to "Needs Attention"
  •     Commerce5 will add an order comment indicating it was unable to cancel the order in Magento.
  •     More information regarding the Needs Attention status can be found here:  Commerce5 - Needs Attention Order Status


An order imports to Counterpoint, and has an order deposit manually added in Counterpoint, however the order is canceled manually in Magento.

  •     Commerce5 will change the order status from "Canceled" to "Needs Attention"
  •     The manual deposit will need to be refunded accordingly, and remainder of the order cancelled manually in Counterpoint.
  •     More information regarding the Needs Attention status can be found here:  Commerce5 - Needs Attention Order Status


An order imports to Counterpoint, is turned into a drop-ship order, the drop ship receiving is posted in Counterpoint, however the order is canceled manually in Magento preventing invoicing.

  •     Commerce5 will change the order status from "Canceled" to "Needs Attention"
  •     Commerce5 will send an email notification that an order release was attempted for an order that had already been cancelled.
  •     More information regarding the Needs Attention status can be found here:  Commerce5 - Needs Attention Order Status
  •     More information how to dismiss the email notification from Counterpoint can be found here: Dismiss Order Errors in Counterpoint