Cancelling an Order

Before you can cancel an order, all of the system accounts (such as AP and transfer account) must be defined for each organization unit.

The Cancellation and Refund screen is used to process a cancellation or refund on an order. 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. Your DBA will need to correct the data in the back-end.

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. The Due-To and Due-From accounts have $0 amounts after an order is cancelled.

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

Cancellation Rules

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

Order/Product Type	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.
Master-level line item with sub-items	Cancelling the master cancels all sub-items. For example, cancelling a meeting cancels all related meeting events.
Membership and Subscription products	You must take into consideration the calculation of deferred revenue that has already been recognized.
Invoiced Subscription or Membership products	If you are currently being served with one or more subscription issues sent but nothing has yet been paid, the amount of revenue recognized must be written off from real revenue, and the balance of the order written off from deferred revenue. If partially paid with one or more issues sent or months recognized, only the difference between what has been paid and the invoice amount must be written off with recognized revenue written off prior to deferred revenue.
Invoiced Subscription	May be fully paid and cancelled after one or more issues have been sent.

Refund and Cancel

An order may need to be cancelled and the customer may request a refund. Association may have special processing scenarios for cancelling and refunding an order, which is determined by the Recognized for Service option selected in the Receipt and Refund Analysis section of the Cancellation and Refunds screen. Depending on the option selected, the Refund Amount will update automatically.

To refund and cancel an order:

1. On the Order Entry screen, click Cancel an Item from the Work with Line Items task category or Cancel an Order from the Work with Orders task category.
The Cancellation and Refunds screen displays.

2. From the Scope of the Refund section, select the Refund and Cancel radio button, as shown to the right.

3. On the Item to Cancel or Refund tab, select the appropriate line item to cancel and refund.

4. On the Refund and Cancel tab, select the Effective Date of the refund and cancellation.

5. Select the Reason Code from the drop-down.

6. Enter any Cancellation Comments.

7. Select the Recognized for Service type.
Select “None” to refund the entire amount to the customer, “Recognize All” to recognize the entire amount in revenue and not refund the customer, or “Prorate” to refund only the remaining amount of the order to the customer.

8. Enter the Optional Cancellation Fees, if necessary.

9. Enter the Refund Amount.
This value changes automatically depending on the Recognized for Service option selected.

10. If you check the Write-off the Balance checkbox, then enter the amount of the write-off in the text box.

11. On the Receipts Referenced tab, highlight the appropriate receipt.

12. If the receipt was originally created by credit card, the Refund to Specific Check Receipt tab displays, as shown to the right:

a. On the Refund to Specific Credit Card Receipt, enter the Refund Amount.

b. To refund the order by check, select Refund by Check and proceed to the Refund to Specific check tab.

c. If your association used a lockbox or outside service to process the credit card receipt, select the Pre-Settled checkbox.

d. If necessary, click Edit Credit Card Info.

13. If the receipt was originally credited by cash or check, the Refund to Specific Check Receipt tab displays:

a. If the check was pre-cut, select the Check Pre-Cut checkbox.

b. Enter the Check Number.

c. Enter the refund Amount.

d. If necessary, click the Payor link to view more details about the customer.

e. If necessary, click the Voucher Address link to select a different address.

f. Enter any Notes on Advices.

g. Click Process.

Cancel Only

Cancelling an order, without also refunding the order, will results in a credit balance on the order. That credit balance can then be transferred to another order, if necessary. The credit balance displays in parentheses as the Final Balance in the Receipt Analysis section of the Cancellation and Refunds screen.

To cancel an order:

2. From the Scope of the Refund section, select the Cancel Only radio button.

3. On the Receipts Referenced tab, highlight the appropriate receipt.

4. On the Cancel Only tab, select the Effective Date of the refund and cancellation.

5. Select the Reason Code from the drop-down and enter Cancellation Comments.

6. Select the Recognized for Service type.
Select “None” to refund the entire amount to the customer, “Recognize All” to recognize the entire amount in revenue and not refund the customer (defaulted for a cancellation only), or “Prorate” to refund only the remaining amount of the order to the customer.

7. Enter the Optional Cancellation Fees, if necessary.

8. If you check the Write-off the Balance checkbox, then enter the amount of the write-off in the text box.

9. Click Process.