If the customer has not yet clicked Done Shopping, they can remove the claimed items from the order. On the Done Shopping page, you will see a Remove button.
If Done Shopping has been clicked, however, the customer will need to contact the consultant directly to cancel the claim.
For a consultant to cancel a sale of an item, click this link for instructions: https://shoptheroe.freshdesk.com/support/solutions/articles/16000085985-how-to-cancel-a-sale