Order changes and cancellations

How do we handle an order change or cancellation before shipment by checking the fulfillment status and the policy, and writing the change to the order management system?

Check where the order is before promising anything. When a customer asks to change or cancel an order (the quantity, the variant, the address, the whole order), Callvu identifies the customer and prefills the order with its live fulfillment status from the order management system and the warehouse (unallocated, picking, packed, handed to the carrier), classifies the request against the status and the policy (changes allowed until picking, cancellations until the carrier scan, exceptions by product type such as custom or perishable items), applies the change by rule where the status and the policy allow it, routes a request past the cutoff or outside the policy to the order desk in the Decision Desk with only the allowed outcomes, and writes the change or the cancellation with the refund to the order management system, the system of record, with the customer told what happened and when.

In scopeSimpleCallvu moves: classify, decide, write back

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Last updated November 7, 2026.

The problem today

The agent promised a cancellation while the warehouse was packing the box, and the customer received the order and a refund.

Today, without Callvu

A customer wants to change an order minutes or hours after placing it: a size, a quantity, the address, or to cancel. The agent looks at the order in a tool that shows 'processing' and promises the change; the warehouse has already picked it; the carrier scans it that evening. The customer gets the goods and the refund, or neither, and the return process starts for something that should never have shipped.

The answer depends on two things the agent cannot see well: the order's exact position in fulfillment, and the policy for the product and the stage. The order management system and the warehouse system know the first; the policy knows the second. The rule is simple when the data is live: a change is possible until a point, and after it the request becomes a return. The consumer protection rules expect the promise to be true.

A change applied against the live status is a change the warehouse can honor.

How it runs

From the requestto the system of record.

A customer requests a change or a cancellation in the app, on the website, by chat, by phone or through an AI assistant, before the order ships. Callvu identifies them and opens the request.

Customer: Requests the change and confirms the outcome on a secure screen.
Order desk: Decides requests past the cutoff or outside the policy in the Decision Desk.
Warehouse: Receives the applied change or the cancellation in its queue.
Callvu: Prefills the live status, classifies, applies by rule, routes and writes.

Prefill the live status
The order, its lines, the payment and the live fulfillment status (unallocated, allocated, picking, packed, labeled, carrier scanned) are prefilled from the order management system and the warehouse system at the moment of the request, with the cutoff for each kind of change shown; the customer sees what is still possible.
Classify the request
The request (a quantity or variant change, an address change, an added item, a cancellation of a line or the order) is classified against the status and the policy: allowed by rule at this stage, allowed for this product type (custom, perishable and made-to-order items follow their own rules), a price difference to collect or refund, or past the cutoff (which converts the request to a return or an address change after shipment through those processes).
Decide
A request within the status and the policy is applied by rule with the customer's confirmation and any price difference taken or refunded on a secure screen; a request past the cutoff, outside the policy, on a flagged order (fraud review, a bulk order, a business account) or with a price difference above the agent's authority goes to the order desk in the Decision Desk with the live status and only the allowed outcomes (apply, apply with the difference, intercept at the warehouse at a cost, or decline and offer the return path).
Write back
The change or the cancellation is written to the order management system, the system of record, the warehouse's queue is updated so the pick reflects it, the payment is adjusted (the difference captured or the refund issued to the original method under the policy's timing), and the customer receives the confirmation with the new order details or the refund timing.

Where it ends: The request was decided against the order's live position and the policy, applied or declined with a true answer, and the order management system and the warehouse hold the same order. The Decision Trace shows the status, the classification and any decision; the Audit Trace shows the request, the confirmation and the write with time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

FTC: The FTC Act Section 5 prohibits deceptive practices, and the FTC's Mail, Internet or Telephone Order Merchandise Rule requires a seller to ship within the stated time or obtain the buyer's consent to the delay or cancel with a prompt refund; a cancellation promised and not honored, or a refund promised and delayed beyond the rule's seven working days for a cancelled order, is the practice the rule and Section 5 address, and the live status check keeps the promise true.
Card network and consumer refund rules (the networks' refund-to-original-method rules; the state consumer protection acts on refund timing and disclosure): A refund for a cancelled order goes to the original payment method within the network's and the policy's period, a price difference is captured only with the customer's confirmation, and the policy on changes and cancellations must be disclosed at purchase; the process applies the disclosed policy.
Order and inventory controls (the retailer's fulfillment policy and the warehouse's cutoffs; the sales tax rules on changed orders): The cutoffs by fulfillment stage and product type are the retailer's policy, enforced by the classification; a changed order's tax is recomputed for the new lines and the destination.

Company policies

No change is promised without the live fulfillment status; the cutoffs are the warehouse's, not the agent's guess.
Product types with their own rules (custom, perishable, made-to-order) are classified before the customer is answered.
A request past the cutoff is converted to the return or the post-shipment address process, never left as a promise.
The order management system is the system of record, and the warehouse's queue follows it.

Controls

Live status prefill from order management and the warehouse.
Classification by status, product type and policy.
Rule-based application with secure price adjustment.
Decision Desk for cutoffs, flags and authority.
Order management write and warehouse update.
Refund and confirmation.

Clocks and deadlines

Change cutoff: The fulfillment stage at which each change type stops, shown to the customer.
Refund: To the original method within the policy's period and the rule's seven working days for a cancelled order.
Warehouse intercept: Possible only until the carrier scan, decided by the order desk.

Documents and checks

The order with the live status
The request and its classification
The customer's confirmation and any price adjustment
Any decision
The order management record and the confirmation

In the Decision Trace

The status and the cutoffs.
The classification.
Any decision and the person.

In the Audit Trace

The request with channel and time.
The confirmation and the payment adjustment.
The write and the warehouse update.

The handoff

Between the front doorand the back office.

The front door

The app, the website, chat, phone or an AI assistant; the customer sees what is still possible and confirms on a secure screen.

The back office

The order desk decides only cutoffs, flags and authority; the warehouse works from the updated queue.

The Decision Desk

A request past the cutoff, outside the policy, on a flagged order or above the agent's authority goes to the order desk in the Decision Desk with the live status and only apply, apply with the difference, intercept at a cost, or decline and offer the return path.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Callvu reads what the CRM, core or EHR already knows and prefills, so the customer only answers what is missing.

HND-03 · Self-asserted · verified 2026-11-02

When a person must decide, the case goes to the right reviewer in the Decision Desk, with only the allowed choices, and the run waits for the decision.

CAP-07 · Self-asserted · verified 2026-11-02

Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).

ENF-03 · Self-asserted · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

Until when can an order be changed?

Until the fulfillment stage the policy sets for that change type (commonly picking for line changes and the carrier scan for cancellations), checked live at the moment of the request and shown to the customer.

What if the order has already been picked?

The request is converted to the return path or, for an address, the post-shipment process; the order desk can decide a warehouse intercept at a cost until the carrier scan.

How fast is the refund on a cancellation?

To the original payment method within the policy's period, inside the rule's seven working days for a cancelled order.

Related processes

Order modification across channels Delivery address change after shipment Returns and refunds Backorder and preorder delay consent Compared with the alternatives Try it in the sandbox All travel and ecommerce processes

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