How To: Remove an Item from a Sales Order and Refund the Excess Payment
Table Of Contents
This article explains how to remove one or more items from a fully paid sales order and refund the customer before the order has been issued.
A common example is when a customer has paid in full by credit card but no longer wants one or more items, or the items are no longer available.
Important: For additional options relating to associated invoices, payments and documentation, see How To: Create a Refund for an Order or Item Before It Has Been Issued.
Step 1: Remove the Unwanted Item from the Sales Order
- Open a Sales Order screen (show me how).
- Use the available filters to locate the required sales order.
- Double-click the sales order to open it.
- Press Alt+E or click Edit to enter edit mode.
- Select the stock item that needs to be removed.
If the Item Is Unavailable Due to Lack of Stock
If the customer no longer wants the item because there is insufficient stock available:
- Select the Lost Demand option.
- Click Yes to confirm the prompts.
Using Lost Demand records the customer's requirement and allows reporting on lost sales opportunities.
If the Item Is Being Removed for Any Other Reason
- Select the stock item line.
- Press Ctrl+Delete or click Delete Line.
- Remove the item from the sales order.
- Press Ctrl+S or click Save to save the order.
- Right-click the sales order and select Goto Invoice, or press Ctrl+I.
- Process and issue the remaining order through the Sales Invoice Manager.
Step 2: Refund the Customer's Credit Card Payment
Once the item has been removed, create a refund for the value of the cancelled item.
- Open a Customer screen (show me how).
- Open the customer's [ Customer | Detail | Statement ] tab.
- Locate and select the purple payment line in the Statement Transactions grid.
- Right-click the payment line and select:
Refund
> Refund Credit Note or Payment (automatic)
1. In the Refunds window:
- Tick Refund?.
- Confirm the refund amount is correct.
- Note: The refund amount is populated automatically when the Refund? checkbox is ticked.
- Select the appropriate bank account.
- Click OK
2. When the confirmation message appears, click Yes.
3. Click OK on any information messages that follow.
Result
The selected item will be removed from the sales order and the customer will be refunded for the cancelled item, while allowing the remainder of the order to continue through the normal fulfilment process.
The selected item will be removed from the sales order and the customer will be refunded for the cancelled item, while allowing the remainder of the order to continue through the normal fulfilment process.
Additional Information
Using Lost Demand for Entire Orders
If the sales order contains only a single item and you want to record the cancellation as Lost Demand:
- Enter edit mode.
- Right-click within the order.
- Select:
Alternatively, delete the entire sales order using the Delete button on the toolbar.
Reporting on Lost Demand
Reports showing Lost Demand activity can be found in:
Use either of the following filters:
- Show Lost Demand (Only)
- Include Lost Demand
Deleted Items
If an item is simply deleted from a sales order rather than recorded as Lost Demand, no Lost Demand reporting information is retained.
Pack Items
If the item being removed forms part of a Pack, follow the process described in:
Tips
- Use Lost Demand whenever stock shortages cause a customer cancellation, as this provides valuable reporting data.
- Always verify the refund amount before processing the credit card refund.
- Issue the amended sales order before completing fulfilment to ensure documentation matches the goods being supplied.
- Check whether the removed item is part of a stock pack before deleting it from the order.