Cancel an order

When an event is called off, you cancel the order rather than delete it, so its history and payments stay on record.

Steps

1. Get the client's request in writing (an email or a text is fine) and keep it on the order.
2. Open the order from Sales, Orders.
3. In Contact & order details, change Status to Cancelled.
4. If the client is owed money back, refund it from the Money tab. See Refunds.

What cancelling does

• The delivery and pickup tasks are cancelled and leave Dispatch.
• The items are free again for other orders on those days.
• The order's items are frozen and Take payment is switched off. The client's payment link says the order is cancelled and asks them to contact you before paying.
• Anything sub-rented for the order is flagged for the vendor, and its pickup and return stops are cancelled.
• A cancelled order is left out of your sales numbers and reports.

Good to know

• Cancelling and reopening an order need a role with Discounts and cancellations. See Roles and permissions.
• Nothing is refunded on its own. Payments stay on the order until you refund them.
• Whether the client is sent a message depends on your notifications. See Notification center.
• To bring it back, set Status to Confirmed again. Once it is reopened, a cancelled delivery or pickup can be put back from the Delivery tab with Restore.

If something goes wrong

• "Your role does not cancel orders." Tag someone whose role has Discounts and cancellations in a note on the order, with the client's written request.
• An order cannot be deleted. An order with payments, a payment link the client could still use, or crew work on it stays on record. Cancel it instead.