--- id: CON-COM-ORD-005 name: After-Sale Change feature: FEAT-COM-ORD-06 product_area: commerce module: orders revision: 1 status: draft product_intent: proposed implementation_evidence: observed source_sha: services-commerce: c8b66a98e2490617aec38ba5c8165dd9bd0a8f9b react-console: baf6dae382d6f41dce976c7f848667ccc37e076f definition: >- An after-sale change records a requested cancellation, amendment or return against an accepted purchase, together with its evaluation, authorization and settlement. owned_by: MOD-COM-ORD synonyms: - post-purchase document - 'cancellation, amendment or return' not_to_be_confused_with: - 'Void — clearance before acceptance, including partial-payment cases' - Refund — Accounting’s return of money - Change order — the additional sale resulting from an amendment facets: - name: Cancellation request meaning: 'A plan to stop or reverse purchased lines, with the applicable fee, credit and refund evaluation.' used_for: Handle purchases the customer no longer wants. - name: Amendment and additional sale meaning: >- A prorated change such as an upgrade or downgrade, any resulting change order, or a promotion applied after purchase. used_for: Change the purchased arrangement. - name: Return authorization meaning: A numbered authorization and deadline for delivered goods to be received back. used_for: Coordinate the return of physical stock. - name: Applicable return terms meaning: >- Product, store or workspace terms for the return window, approval, settlement timing, fees and label costs. used_for: Evaluate return requests consistently. - name: Request authority and decision meaning: 'The customer, staff or overriding administrator behind a request and its approval requirement.' used_for: Apply self-service limits and record exceptions. - name: Evaluated action and settlement meaning: >- The permitted change, its calculated cost and expected credit, and the corresponding Accounting adjustment. used_for: Explain the proposed result before execution. relationships: - to: CON-COM-ORD-002 statement: >- The document targets lines within an accepted purchase and connects settlement to that purchase’s invoices. provenance: observed source: 'services-commerce:modules/orders/db/cancellations.table.ts' - to: CON-COM-ORD-003 statement: Each affected line’s application evaluates and performs its product-specific reversal or change. provenance: observed source: 'services-commerce:modules/orders/services/cancellations/participant-cancellation.ts' - to: CON-COM-ORD-004 statement: Line cancellation revokes associated active grants while retaining their use history. provenance: observed source: 'services-commerce:modules/entitlements/services/register/revocation.ts' lifecycle: - state: Requested and evaluated meaning: Evaluation records the proposed plan. how_it_changes: A customer or staff member submits the request. - state: Awaiting approval meaning: Execution awaits an authorized decision. how_it_changes: 'The evaluated plan requires approval; approval, rejection or withdrawal resolves the wait.' - state: Approved or authorized meaning: 'The action is authorized, including issuance of a return authorization.' how_it_changes: Automatic authorization or a person’s approval enables the next stage. - state: Executing meaning: Application work or physical return work is in progress. how_it_changes: Authorized execution starts the required operations. - state: Completed meaning: Execution and its financial settlement have finished. how_it_changes: The remaining operational and settlement work completes. - state: Rejected or withdrawn meaning: The request ends without the proposed change. how_it_changes: 'Evaluation or approval rejects it, or the requester withdraws it.' acted_on_by: - CAP-COM-ORD-014 - CAP-COM-ORD-015 - CAP-COM-ORD-016 visible_to: - ACT-COM-014 - ACT-COM-015 - ACT-COM-016 - ACT-COM-017 evidence: - 'Examined reference: services-commerce:modules/entitlements/services/register/revocation.ts' - 'Examined reference: services-commerce:modules/orders/db/cancellations.table.ts' - 'Examined reference: services-commerce:modules/orders/services/cancellations/participant-cancellation.ts' supersedes: [] --- # After-Sale Change ## What It Is An accepted purchase may need to change without losing the record of what was originally sold. An after-sale document gives that request a separate history. It identifies the affected lines, records the proposed action and keeps the evaluation that determines whether the action can proceed. Staff can then distinguish the customer’s request from the operational and financial work that fulfills it. The three families address different outcomes. A cancellation stops or reverses purchased lines. An amendment changes the purchased arrangement and can create a smaller change order for an additional amount. A return authorizes delivered goods to come back and follows their receipt. Grouping these documents provides shared language for approval and settlement without treating their execution as interchangeable. ## What It Is Not A void clears a placed order before acceptance, and can include a partially paid order. A refund is a financial movement owned by Accounting. A change order is the sale created when an amendment requires a new charge. Each can be connected to an after-sale workflow, but none replaces the document that records the request and its decision. ## How It Is Used The requester identifies the purchase and asks for the change. Evaluation considers the affected quantities, the applicable policy and the selling application’s response. The document may need approval before execution. Execution can involve stopping delivery, altering application-owned records, receiving goods or coordinating credit and refund work. The relevant capability describes which conditions refuse or defer each action. This separation matters when a request cannot complete immediately. A plan can be refused, a person can decline approval or a requester can withdraw. Authorized work can also need retry or recovery. Keeping these outcomes visible lets staff explain whether a request is waiting for a decision, waiting for physical goods or waiting for settlement rather than describing every delay as a refund problem. ## Its Facets **Cancellation request.** A plan to stop or reverse purchased lines, with the applicable fee, credit and refund evaluation. Handle purchases the customer no longer wants. **Amendment and additional sale.** A prorated change such as an upgrade or downgrade, any resulting change order, or a promotion applied after purchase. Change the purchased arrangement. **Return authorization.** A numbered authorization and deadline for delivered goods to be received back. Coordinate the return of physical stock. **Applicable return terms.** Product, store or workspace terms for the return window, approval, settlement timing, fees and label costs. Evaluate return requests consistently. **Request authority and decision.** The customer, staff or overriding administrator behind a request and its approval requirement. Apply self-service limits and record exceptions. **Evaluated action and settlement.** The permitted change, its calculated cost and expected credit, and the corresponding Accounting adjustment. Explain the proposed result before execution. ## How It Relates The document targets lines within an accepted purchase and connects settlement to that purchase’s invoices. Each affected line’s application evaluates and performs its product-specific reversal or change. Line cancellation revokes associated active grants while retaining their use history. The capability references identify where the detailed behavior is defined; this concept supplies the vocabulary used across those outcomes. ## What It Could Become The product should design these workflows around the recorded request and its current responsibility. The product should confirm the customer-facing policy for fees, approval and timing before publishing self-service promises. Staff views should help explain the evaluated plan and the result while preserving the original order and the reasons for an exception.