How To: Use Structured Cancellation Reasons
Table Of Contents
When a sales order is cancelled, Khaos Control can require users to select a reason from a predefined list instead of entering free-text explanations.
This helps standardise cancellation reporting, improve data quality and make it easier to identify trends in cancelled orders.
You can also require users to enter a supporting note for specific cancellation reasons where additional context is needed.
Warning: Sales Orders cannot be deleted when the invoice is in a non-editable stage within the Sales Invoice Manager.
Before using Structured Cancellation Reasons, the feature must be enabled in [ System Values | Sales - Order Display | Structured Cancellation Reasons ].
Once enabled, the selected reasons can be used for reporting purposes. For more information, see How To: View a Customer's Cancelled Sales Order.
Set Up Structured Cancellation Reasons
Before users can select structured reasons, the cancellation reason list must be created.
- Press Alt+E or click Edit to enter edit mode.
- Press F3 or click Add to create a new cancellation reason.
- Configure the reason:
- Enter the cancellation reason in the Reason column.Note: This field is mandatory and is limited to 50 characters.
- Tick Require Supporting Note if users must enter additional information when selecting this reason.
- Repeat as required for additional cancellation reasons.
- Press Ctrl+S or click Save to save your changes.
Use Structured Cancellation Reasons When Cancelling a Sales Order
Once configured, users will be prompted to select a predefined reason whenever a sales order is cancelled.
- Click Delete Sales Order.
- Select the required cancellation reason from the drop-down list.
- Enter a supporting note if required.Note: If Require Supporting Note has been enabled for the selected reason in [ System Data | Structured Cancellation Reasons ], the user will not be able to continue until a note has been entered.
- Click OK.
- The sales order will be cancelled and the selected reason will be recorded against the cancellation.
Benefits of Structured Cancellation Reasons
Using predefined cancellation reasons can help your business:
- Standardise cancellation reporting.
- Improve the accuracy of cancellation data.
- Identify common reasons for lost orders.
- Analyse customer behaviour and sales trends.
- Ensure important cancellation information is consistently recorded.
Additional Information
- Cancellation reasons can be made mandatory for all users.
- Supporting notes can be required for specific cancellation reasons.
- Cancellation information is retained for reporting and audit purposes.
- Cancellation reports can be used to review trends and identify opportunities to reduce order cancellations.