Order Changes - Order Support

  1. How do I change or cancel my order?
  2. How do I escalate my order?


1.)How do I change or cancel my order?
A. Criteria
  • You must have a submitted order.
  • In order to submit your change request on-line, your company must have a signed Internet Commerce Agreement (ICA). If your company has not signed an ICA, you will only be able to create your change order request on-line, but not submit it.
  • An entire order may only be cancelled if no line items have been shipped. The 'Changes Allowed?' column will let you know if a change/cancellation can be made at the line level.

The status of your order in the order cycle as well as the type of the change you are requesting influences the time it takes to adjust the order as requested. Please allow up to 5 business days for confirmation of the requested change(s).

* Note: Per Cisco cancellation policy, all orders must be cancelled at least 10 days prior to the confirmed promise date. In some cases, Cisco will allow a cancellation within the 10 day window if the order cycle allows it and there is a valid business reason.

B. Step-by-step Process

  1. Access your order through the Cisco Change Order Tool - select Request a Change to Your Order. For first-time users of the Change Order Tool, you must agree to the terms & conditions by clicking on the "I Agree" button.
  2. You can query your order by Online Order ID, Sales Order, or Purchase Order.
  3. Once you query your order, the Order Summary appears. Items that can be changed are blue hyperlinks.
  4. Once you have selected the field to be changed, you will be transferred to the Ordering Tool to make your change request.
  5. When complete, the order can be submitted or routed to another user.
  6. Once submitted, you will receive an e-mail to confirm the submission of your change request.
  7. For customers not using the Cisco Internet Commerce Tools, please e-mail or phone the Global Contact Centre with the details of the required change.

C. Contacts and Additional Information

  • For any problems with the Change Order Tool or further questions about the change order process, please contact Cisco Customer Service.
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2.)How do I escalate my order?
A. Escalation Criteria
To escalate an order, an existing Customer Service Case number (beginning with SC-), is required.

Criteria for Escalations may include:

  • Customer business critical situations.
  • The Customer Service Global Contact Center has not responded within 8 hours of your request.
  • You have not received order booked confirmation within 48 hours.
  • Your order has been put on hold in the Cisco system for greater than 7 days.
  • Your case has been closed in error or without your agreement.

B. Step-by-step process
You can escalate a case through three different ways: phone, e-mail and the Customer Service Case Management Tool

  • Phone
    Please call Cisco Customer Service. The Global Contact Center Escalation Team will handle your call 24 hours a day Monday through Friday.
  • E-mail
    You can send a plain text e-mail to request an escalation. Use this Escalation Chart to determine which e-mail address to send your request to as well as the subject title of the mail, and be sure to include the following information in the e-mail content:

    Existing Customer Service Case #: SC-XXXXXXXX
    Order number (PO/SO)
    Requester name
    Business justification
    What went wrong?
    What would customer like to see changed?

    Alternatively, you can request an escalation using our online e-mail template. Simply fill out the form, select Send, and the e-mail will be routed to the Customer Service Escalation Team. Additionally, a copy of the communication will be sent to the e-mail address you specified.

  • Customer Service Case Management Tool
    1. Select the "Update Case" tab in the Case Management Tool
    2. Enter the Customer Service Case number for the case you wish to escalate (case numbers begin with 'SC')
    3. Check the "Escalation" box
    4. Update the case description stating that you require an escalation along with the business justification, what went wrong, and what you would like to see changed
    5. Click "Submit"