Process Refunds on Canceled Order Items

Where: This change applies to Salesforce Order Management, which is available for an additional cost in Lightning Experience in Enterprise, Unlimited, and Developer editions.

Why: If you capture payment when an order is created, and your customer cancels one or more items from the order before it is fulfilled, you owe the customer a refund. The Cancel Item flow is updated to check for excess funds when you initiate a cancellation using the Cancel Item action on the Order Summary page. If the Cancel Item flow detects excess funds, the flow calls the Ensure Refunds action to initiate a refund for the canceled items. The Cancel Item preview screen shows the refund amount applied to the order for the canceled items. Refund details show on the Feed tab on the Order Summary page after you submit the cancellation. Order Management does not generate an invoice or a credit memo for the capture and refund transactions in this scenario.

How: To use the new Cancel Item flow, clone and activate the new flow, and make any existing versions inactive. Then update the corresponding Actions & Recommendations deployment with the new Cancel Item flow.