Oracle iStore allows B2B and B2C users to cancel orders that they have placed in the Customer Application, if the orders are in Booked or Entered status in Oracle Order Management. B2B customers also can cancel orders across organizations.

Order Cancellation Process Flow

The process flow for order cancellation is as follows:

1. A user accesses the Order Summary or Order Details pages, and initiates the order cancellation process by selecting the Cancel Order button.
Note: The Cancel Order button displays in the Customer UI only if the profile option, IBE: Enable Order Cancellation in Order Tracker, has been set to Yes, and the order is cancellable (in Entered or Booked status). In addition, B2B users who do not have the IBE_CANCEL_ORDER permission will be unable to access the button.
B2B users with the IBE_CANCEL_ORGANIZATION_ORDER permission can cancel orders across operating units for their organization.
Users who have enabled Express Checkout will be able to cancel Express Checkout orders before they are submitted to Order Management.

2. Once a user initiates the cancellation request, the system checks to see if the order is cancellable. If it is, the user is taken to the Order Cancellation page.
If the order is not cancellable, the cancellation process is aborted and a message is presented to the user which informs him that the order is not cancellable online and to contact his sales representative.

3. In the Order Cancellation page, the user is prompted to select a Cancellation Reason from a drop-list.

4. Once the cancellation request is submitted and accepted, a confirmation message displays on the UI.

5. Oracle iStore sends the Cancel Order e-mail to the user confirming that the order has been cancelled.

Implementing Order Cancellation
The cancel order feature is enabled by setting a profile option and ensuring that your B2B users have the appropriate permissions in their user roles. See the following sections for more information:

• "Set Cancel Order Profile Option"
• "Verify B2B User Permissions"

Set Cancel Order Profile Option
To enable the cancel order feature, set the profile option, IBE: Enable Order Cancellation in Order Tracker, to Yes.

Verify B2B User Permissions
Verify that the B2B users registering in your sites have the permission, IBE_CANCEL_ORDER, in their user roles. Without this, the Cancel Order button will not display.

Oracle iStore also allows B2B users to view and cancel orders for their current session operating unit and other operating units within their organization. To enable this ability, assign their role the permission, IBE_CANCEL_ORGANIZATION_ORDER.