Cancelling an Inventoried Product Order

Inventoried product orders can only be cancelled after the product is added to the order and payment is received and BEFORE a packing slip has been generated. If a packing slip has been generated, you must return the inventoried product.

The Cancellation and Refund screen is used to process a cancellation without refund or a cancellation with refund. Through this screen, you can accept or override a cancellation fee, view the transactions in a cancellation process, and generate a refund directly from the screen rather than going through the formal refund process. The screen displays the balance information on the order to be cancelled or refunded, receipt and refund amounts, refund authorization, a line item summary of the cancellation, and a summary of the transaction itself.

If you cancel an order by mistake, there is NO way to fix this line from the Order Entry screen. You must create a new order or order line and transfer the money from the cancelled order.

If you have not applied payment to the order (Line Status is “Proforma”), then the line item cancels automatically. If you have applied payment to the order (Line Status is “Active”), then the Cancellation and Refund Control screen displays.

Cancelling a master line item automatically cancels all sub-items.

The following is a list of scenarios in which you may need to cancel an inventoried product order:

· Credit Card
The credit card authorization has not been collected and will be automatically cancelled with the order line.

· Check
Assuming the check has been deposited, the order must be refunded and cancelled. If a refund is required and the payor is not the name on the check, you cannot change the payor to the correct name on the check.

· No payment
If you need to cancel a line item in which no payment has been received, the line will automatically cancel.

· Back-order
If you cancel a back-ordered line item which was pre-authorized by credit card, the line will cancel. If you cancel a back-ordered line item in which a check payment has been applied, there will be a credit balance for any payment applied to this line. If you cancel and refund a back-ordered line item in which a check payment has been applied, the line balance will be zero. For multi-line orders, if a back-ordered line item is cancelled and the other line items have already been shipped, the shipping costs for those line items will NOT be recalculated. However, if the back-ordered line item is cancelled and the other line items do not have packing slips, the shipping costs for those line items will recalculate.

As of 7.4.2, when shipping is defined by schedule, on cancellation of an inventory line, the shipping charges for the cancelled line will be distributed to non-cancelled lines and financial transactions will be created/updated accordingly. When payment is made by cash, type 3 transactions will be created; else, type 9 transactions will be updated with the ship amount of the cancelled lines.

Cancellation Rules

The following cancellation rules need to be taken into consideration before processing a cancellation:

Order	Rule
Proforma	Cancellation can occur without any cancellation processing.
Active order that contains only inventoried items where no packing slips were generated	The entire order can be cancelled or one or more line items. The Committed with No Packing Slip count increases and the Available count decreases on the Inventory Locations screen.
Active order that contains only inventoried items where packing slips are generated	The order line CANNOT be cancelled; it must be returned.
Master-level line item with sub-items	Cancelling the master cancels all sub-items. For example, cancelling a meeting cancels all related meeting events.
Standing Order	For a Type 1 and 3 receipts, in order for your constituent to receive the full refund on a cancelled product, you must apply a 100% refund to the product and the shipping charge associated with that product (see Cancelling an Inventoried Product Order with a Refund). If you do not, the shipping charge gets automatically recalculated to the other inventoried lines and a balance due will display. Cancelling a standing order would mean that all component product sub-order lines that have shipped will be updated to “R” returned) and all unshipped component product order lines will be cancelled. However, Personify does not currently allow an order with order line(s) that have shipped to be cancelled. Therefore, if the order being cancelled is a standing order (i.e., the master order line contains an INV standing order product (product type code = S)), and if the order contains component product sub-order lines that have been shipped, the following message will display: [Product name] has been shipped and not recorded as returned; therefore, product cannot be cancelled. Please process returns for all shipped order lines. Alternatively, if shipped products are not being returned, select the “Terminate Standing Order” task to end future standing-order products from being sent to the customer. If the standing order is the only order in the order and if the order does not contain any shipped order lines that have not been returned, if the user clicks the “Cancel an Order” task in the “Work with Orders” task group, the system will open the Cancellation and Refund screen if payment(s) have been made and cancel each unshipped order line in the standing order, zeroing out the order base total amount and Type 4 sales txn, and creating refund txn if appropriate It’s possible that there could be other order lines in the order not related to the standing order. The user might want to cancel the standing order but not cancel all of the other order lines in the order. To support this requirement, a new task has been added to the “Work with Line Items” task group called, “Cancel Standing Order”. This task is only visible if the user has selected an order line with an INV standing order product (product type code = ‘S’). If the standing order contains one or more shipped order lines that have not been returned, if the user clicks the “Cancel Standing Order” task in the “Work with Line Items” task group, the user will get the same error message as shown above: [Product name] has been shipped and not recorded as returned; therefore, product cannot be cancelled. Please process returns for all shipped order lines. Alternatively, if shipped products are not being returned, select the “Terminate Standing Order” task to end future standing-order products from being sent to the customer. If the standing order does not contain any shipped order lines that have not been returned, if the user clicks the “Cancel Standing Order” task in the “Work with Order Lines” task group, the system will open the Cancellation and Refund screen if payment(s) have been made and cancel each order line in the standing order, zeroing out the order base total amount and Type 4 sales txn, and creating refund txn if appropriate. Order lines in the standing order are those sub-order lines where Order_Detail.RELATED_LINE_NO = order line number of the standing order product order line.
Standing Order Line	If the user selects either the “Cancel Line Item” task or the “Cancel” command when a standing product order line is cancelled, the system will also cancel the related sub-order lines for the component product order lines.
Unfulfilled Component Order Line in Standing Order	A single standing order component product order line is the same as a regular INV product order line. Customers can cancel an unfulfilled component product order line, in the same way they can cancel a regular unfulfilled INV order line. When an unfulfilled standing order component product order line is cancelled, the system zeros out the order line and Type 4 sales transaction as it does when a regular unfulfilled INV order line is cancelled. If the component order line has a price > $0 and if a payment has been made, then cancelling an unfulfilled component order line opens the FAR003a Cancellation and Refund screen so that the user can identify the refund amount, if any.