How to handle orders with items deleted by system

1. How to identify if this item was deleted by system, not by other agents.
a). In ERP, it was deleted by system. Check picture below.
b). In ERP, there was no refund application, which means it is bulk delete operation due to out of
stock. So no refund was made yet.
c). When checking related tickets, there is no ticket mentioning deleting item and refund.

Explain to CM that the item is out of stock and was cancelled. Then address the refund of 100%
item value.
2. How to proceed the refund?
The Refund Department should be Order-processing. Cause the item is deleted before it is
sent out.
The Primary cause of the refund should be non-quality. And Sub cause is Out of Stock—
System cancel. Plz check the following picture.

3. If customer still want the item and want us to send it, we need to tell customer the item is
no longer available, so we cannot send this.
If customer want us to send another item instead of the deleted item, transfer this case to
relative order processing dept.