--- sourceDocument: Australia Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Managing post-fulfillment order changes # Managing post-fulfillment order changes {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Managing post-fulfillment order changes This functionality enables ServiceNow customers to efficiently manage various post-fulfillment order changes such as canceling, suspending, resuming, disconnecting, and modifying products or services after the initial order has been fulfilled. These actions help maintain service quality and operational accuracy by supporting customer requests for changes like upgrading connectivity or relocating services. Show full answer Show less ## Key Features * **Action Types:** Orders can be created with action types including Change, Move, Disconnect, Suspend, and Resume to handle different post-fulfillment scenarios. * **Inventory Management:** When modifying service inventory, order line items are generated based on selected service inventories. For change orders, parent items generate order lines only for themselves, while canceling an order creates line items for both parent and child inventories as applicable. * **Return Merchandise Authorization (RMA):** RMA processes are integrated and supported as part of modify, add, change, and disconnect (MACD) workflows. * **Move Orders:** Allow agents to change the service location of product inventory at the order line level, with validation ensuring all related child items have appropriate move operations and consistent service locations. * **Suspend and Resume:** Temporarily suspend or reactivate products and services to accommodate customer requests without permanent cancellations. * **Order Lifecycle:** Post-sale change requests are captured similarly to initial order capture and fulfillment, involving order creation, selection of inventories, submission for approval, decomposition into tasks, and fulfillment. * **Customer Account Management:** Post-sale changes can be managed not only for products and services but also for associated contracts and entitlements directly from the customer accounts page. ## Key Outcomes By leveraging these post-fulfillment order change capabilities, ServiceNow customers can: * Respond flexibly to evolving customer requirements after initial purchase without disrupting existing services. * Maintain accurate inventory and service state tracking across complex parent-child product relationships. * Streamline processes for service relocations, temporary suspensions, resumptions, and cancellations ensuring operational consistency. * Integrate returns and product modifications seamlessly within the order management workflows. * Enhance customer lifecycle management by enabling comprehensive post-sale adjustments tied to customer accounts, contracts, and entitlements. Efficiently handle a variety of post-fulfillment changes to maintain service quality and operational accuracy after initial order fulfillment. These changes include canceling, suspending, resuming, disconnecting, and modifying orders. Each change type has distinct workflows, dependencies, and impacts on inventory and service states. After an initial order is fulfilled, existing customers may want to disconnect, suspend, or resume a product or service or change specifications or location for a product they've purchased. For example, a customer might want to disconnect their current 4G connectivity and upgrade it to 5G connectivity. You can manage such requests by creating orders with action type as Change, Move, Disconnect, Suspend, and Resume. For more information, see [Action types for customer and service orders](https://www.servicenow.com/docs/QemhxpsntaaiEMIZEZjc5w "Learn how you can take various types of actions for your customer orders. Action types include move, add, change, disconnect, suspension, resume, or no-change of services."). When you change a product or service inventory record, the ServiceNow AI Platform creates the order line items from the specifications that you have defined. In a change service order inventory, the order line items are created only for your selected service inventories. If you select inventories that are top-order parent items, the order line items are created only for the parent items, not for the child order items. When the additional product is added to the change order, an inventory record is created for the added product. The new inventory is mapped to the new hierarchy. When you're canceling a product or service order inventory, the ServiceNow AI Platform creates the order line items according to the specifications that you have defined. To cancel a product order inventory record, if your selected inventories are top-order parent items, the order line items are created for both the parent items and the child order items. If your selected inventories are child-order items, the order line items are created only for the child items. As a part of post-fulfillment order changes, Return Merchandise Authorization (RMA) is also possible through modify, add, change, and disconnect (MACD) has a part of out of box process. For more information about RMA, see [Return Merchandise Authorization](https://www.servicenow.com/docs/HfS0353_DkTaYyyRlP0oTA "Return Merchandise Authorization (RMA) enables the return, replacement, and repair for install base items. It offers simplified processes, decreased turnaround time, and a unified workflow."). Validation is required to successfully create the move order. To complete the validation and approve the move order, check the following: * All the associated child line items of the move order must have the move operation selected as true and the Order line action must have one of the actions Change or Add or Disconnect. * All the associated child line items of the move order the service location must be the same. * All the inventory associated with a product being moved must be available in the move order. {#managing-orders__ul_j3j_rp5_whc} For The process to capture post-sale modification requests is similar to order capture and fulfillment. The high-level steps are as follows: 1. Create an order with the required action type. 2. Select product inventory items that you want to modify from the catalog. 3. Review and submit the order for approval. 4. Approve the order.The order is decomposed and order tasks are created. 5. Fulfill the orders by closing the order tasks, domain orders, and work orders, if any. {#managing-orders__ol_tjl_4fy_ygc} You can also manage post-sale change requests from the customer accounts page, not only for products and services sold to a customer, but also to contracts and entitlements associated with the products and services. For more information about customer life cycle workflows, see [Customer Life Cycle Management Workflows](https://www.servicenow.com/docs/access?context=customer-life-cycle-management-workflows&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). * **[Request post-sale change orders](https://www.servicenow.com/docs/rGJctSu_rju4UxaOLn4CwA)** Learn how to create orders for disconnecting, suspending, resuming products or services and changing specifications, characteristics, or service location for orders after an initial order has been fulfilled. * **[Move order](https://www.servicenow.com/docs/Nl5IE97EWipdqjTR8t2QSg)** The move order helps agents to change the location for product inventory at the order line level. * **[Suspend and resume products and services](https://www.servicenow.com/docs/efxU6~xwf2AzZNSsHDwCRA)** You can use suspend and resume actions to temporarily suspend or inactivate your product and service inventories. That way, you can capture a customer's suspend request and resume the products and services later. **Related concepts** * [Configuring Order Management](https://www.servicenow.com/docs/V6Ob32wjiBt1xlYB2mvA_w "Learn how to configure the features and components that you need for customer and service order processing, depending on whether you are a provider or an enterprise customer.") * [Order management](https://www.servicenow.com/docs/vgi5tPqIPm5dEdM156nN3Q "The Order Management application streamlines the order life cycle from capture to fulfillment. It automates decomposition, enrichment, and orchestration workflows, empowering users to accelerate delivery, reduce fallouts, and manage complex orders efficiently through a unified workspace and customer portal.")