How To: Remove an Item from a Sales Order and Refund the Excess Payment

Scenario - the customer has ordered and paid in full for ALL items by credit card. Unfortunately the customer no longer wants one or more of the items, for example they maybe out of stock. See How To: Create a refund for an order or item before it has been issued for the options of keeping or deleting any associated documentation.

Removing the unwanted item from the order

  1. Open a Sales Order screen (show me how).
  2. Using the filters find the sales order in the grid.
  3. Double-click on the sales order.
  4. Press Alt+E or click the green triangle icon is the buttonbar's EDIT button to enter edit mode.
  5. Click on the stock item in the sales order.
  6. If the customer no longer wants the item because there is insufficient stock:
    • Click BtnLost Demand Button.jpg.
    • Click 'Yes' to the prompts.
  7. If the customer no longer wants the item for other reasons:
    • Press Ctrl+Del or click the DELETE ITEM button has an icon that shows a sheet of paper with a red minus in the bottom left. to delete the line from the Sales Order
  8. Press Ctrl+S or click the disk icon is the button bar's SAVE button to save.
  9. Right-click and select Goto Invoice or Ctrl+i.
  10. Process the order and issue it through the Sales Invoice Manager.


  1. If there is only one item on the sales order and you wish to use the lost demand functionality, right click and select [ Actions | Actions (buttons) | Lost Demand - Whole Order ] while in edit mode. Alternatively,--> Click on the Bin icon BtnBin.jpg to delete the Sales Order in the Button Bar.
  2. A report listing stock items that have listed as Lost Demand can be found in [ Sales Summary | Best Sellers ] tab using the Show Lost Demand (only) or the Include Lost Demand filters.
  3. If a stock item has been deleted from a sales order there is no report available.
  4. If the item to be removed is part of a Pack see How To: Lost Demand Pack Items.

Refunding the Customer's Credit Card

  1. Open a Customer screen (show me how).
  2. Load the customer's [ Detail | Statement ] tab.
  3. Focus on the purple payment line in the Statement Transactions grid on the left.
  4. Right click and select:
    • Refund, then...
    • Refund Credit Note or Payment (automatic).
  5. In the Refunds popup:
    • Tick the Refund? checkbox in the grid.
    • Make sure the refund amount in the grid is correct.
      Note: this will be automatically populated once the Refund? checkbox is ticked.
    • Select the bank from the drop-down list.
    • Click on OK.
  6. In the Confirm popup click on Yes.
  7. In the Information popups click on Ok.

See Also

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