How To: Cancel a Sales Order
Table Of Contents
There are many reasons why a sales order may need to be cancelled, such as a customer requesting cancellation before dispatch.
When a sales order is cancelled, Khaos Control retains a permanent record for audit and reporting purposes. Cancelled orders cannot be edited or reused and are stored for reference only.
When an order is cancelled:
- The Sales Order audit trail is updated.
- The Sales Order Item audit trail is updated.
- The cancellation is recorded against the relevant Customer record.
You can review cancelled orders using:
If you want users to select a standard cancellation reason rather than entering free text, see How To: Use Structured Cancellation Reasons.
If the order has already been issued, see How To: Cancel an Issued Sales Order.
Warning: Sales Orders cannot be deleted while the invoice is in a non-editable stage within the Sales Invoice Manager.
Cancel a Sales Order When Payment Has Not Been Taken
Use this process if the order is being cancelled and no payment has been received.
- 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.
- Ensure the sales order is not in edit mode.
- Click Delete Sales Order.
- Enter the cancellation reason and click OK.Note: By default, cancellation reasons are entered as free text. Alternatively, a predefined list of reasons can be maintained in: [ System Data | Cancellation Reasons ] Structured cancellation reasons may require custom development and could be chargeable
- If the sales order has an associated Purchase Order (for example, a back order), a warning message will appear. Click Yes to continue.
- Click Yes to confirm the cancellation.
Result
The sales order will be cancelled and stored for future reference and reporting.
Cancel a Sales Order When Payment Has Been Taken
If payment has already been received by credit card, the payment should be refunded before the sales order is cancelled.
Important: The sales order must be in an editable stage within the Sales Invoice Manager.
Step 1: Refund the Customer Payment
- Open a Customer screen (show me how).
- Open the [ Customer | Detail | Statement ] tab.
- Right-click in the left-hand grid.
- Select Refund - Refund Credit Note or Payment (automatic).
- In the Refund window:
- Tick Refund?.
- Check that the refund amount and bank account details are correct.
- Click OK.
- In the confirmation window, click Yes.
- In the information window, click OK.
Step 2: Remove the Payment from the Sales Order
- Open a Sales Order screen (show me how).
- Locate and open the required sales order.
- Open the [ Sales Order | Detail | Payment ] tab.
- Enter edit mode.
- Select the payment line.
- Click Delete Payment above the payment grid.
- Save the sales order.
Step 3: Cancel the Sales Order
- Click Delete Sales Order.
- Enter the cancellation reason and click OK.Note: Cancellation reasons can be entered as free text or selected from a predefined list maintained in: [ System Data | Cancellation Reasons ]
- If the sales order has an associated Purchase Order (back order), click Yes when the warning message appears.
- Click Yes to confirm the cancellation.
Result
The payment will have been refunded, the payment line removed from the sales order, and the order cancelled while maintaining a complete audit trail.
Additional Information
- Cancelled sales orders remain available for audit and reporting purposes.
- Cancelled orders cannot be edited or reinstated.
- Any linked customer records will retain details of the cancellation.
- Orders with associated back orders will generate a warning before cancellation.
- If an order has already been issued, follow the process in How To: Cancel an Issued Sales Order.