Manage In-flight Orders
In-flight orders are orders that have been created and confirmed, but not yet activated or fulfilled. These orders are still in process and can be changed or canceled before they reach fulfillment or activation.
The administrator must enable the Manage Inflight Orders? setting in the Order Setup and set a cut-off event (order status), beyond which in-flight order changes/cancellations are not allowed, to enable the users to manage (cancel, change/amend) in-flight orders.
- Flexibility: Adapt to customer needs and business changes before fulfillment.
- Reduced overhead: Minimize costly returns and billing errors.
- Customer satisfaction: Quickly respond to last-minute requests or corrections.
The two most common scenarios for In-flight order changes are Amendment and Cancellation.
Canceling an In-flight order: Canceling an In-flight order cancels the In-flight order and its line items, and their statuses are updated to Canceled. The product configuration (cart), if exists on the order, is superseded and the statuses of the (cart) line items are updated to Canceled.
- Changes to start or end dates while maintaining the original contractual term.
- Quantity adjustments driven by provisioning or fulfillment constraints.
- Price modifications resulting from quantity changes (e.g., additional quantities qualifying for a different pricing tier).
- Revisions to the selected products/services and/or their configurations.
- Updates to billing, invoicing, or payment-related information.
- Business or regulatory changes that affect orders that have not yet been fulfilled.