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Use case · Self-Care & Customer Care

In-flight Order Cancellation

Subscriber or agent cancels an order that has not yet been fulfilled.

eCareOrder MgmtOrder Capture
Customer or agentPrimary actor
Self-Care & Customer CareCategory
3Modules involved

At a glance

Trigger

Order not yet completed

Primary actor

Customer or agent

Outcome

Order cancelled cleanly

Main flow

The usual path from start to finish.

  1. 1
    Find the open order

  2. 2
    Check what has been done so far

  3. 3
    Cancel remaining steps

  4. 4
    Roll back completed steps

  5. 5
    Refund and confirm

Exceptions & alternate flows

Already shipped

Convert to return

Systems & modules involved

eCareOrder MgmtOrder Capture

Business rules

KPIs to watch

Standards & references

TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction

Related pages

eCare→Order Management→Order Capture→Previous: Notification Preference Update→Next: Callback Scheduling→Telecom Use Case Library→

This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.