How To: Cancel a Sales Order

Sales Orders associated pages pages icon Sales Order Overview pages icon Sales Orders "How Tos"

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WARNING: Sales Orders cannot be deleted when the invoice is in a non-editable stage in the Sales Invoice Manager.


There are many reasons why a Sales Order might be cancelled, for example where a customer wishes to cancel the whole order. Once cancelled Khaos Control keeps a record of cancelled orders. A cancelled order cannot be edited or changed and will only be there for record-keeping purposes. Once an order is cancelled the audit for both Sales Orders and Sales Order items will be updated to reflect this; additionally, cancelled Sales Orders are recorded in the Customer record for whom the Sales Order existed. To view the cancelled sales orders see How To: View a Customer's Cancelled Sales Order and the reports see How To: Generate a Cancelled Sales Order Report.

It is possible to make it mandatory for a user to add a reason for the cancellation of the sales order, see How To: Use Structured Cancellation Reasons.

If the sales order has already been issued, see How To: Cancel an Issued Sales Order.

Cancelled - Other Reasons (Payment NOT Taken)

If the sales order is being deleted for other reasons and payment has NOT been taken:

  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. Make sure the sales order is NOT in edit mode.
  5. Click the dustbin icon is the button bar's DELETE button to delete the Sales Order.
  6. Enter deletion / cancellation reason and click 'OK'.
    Note: By default, a free text description is used. Alternatively, the cancellation reason can be chosen from a pre-defined list maintained in [ System Data | Cancellation Reasons ]  (this requires custom development, which may be chargeable).
  7. If the Sales Order has an associated Purchase Order i.e. a back order then a warning will appear, click Yes to continue.
  8. Click 'Yes' to the prompt.

Cancelled - Other Reasons (Payment Taken)

Note: if the sales order is being deleted for other reasons and payment HAS been taken by credit card or you wish to refund the whole order the sales order must be in an editable stage in the Sales Invoice Manager.


Refund the Credit Card Payment

  1. Open a Customer screen (show me how).
  2. Go to the [ Customer | Detail | Statement ] tab.
  3. Right click in the left hand grid and select "Refund - Refund Credit Note or Payment (automatic)".
  4. In the 'Refund' popup select the appropriate information (e.g. the amount to be refunded and the bank account to be used for the refunds), then click 'OK'.
  5. In the 'Confirm' popup click 'Yes'
  6. In the 'Information' popup click on 'OK'.

Delete the Payment Line in the Sales 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. Go to the [ Sales Order | Detail | Payment ] tab.
  5. Enter Edit mode.
  6. Select the payment line and click on the Delete Payment the DELETE ITEM button has an icon that shows two sheets of paper (identified by having the top right corner folded down), arranged diagonally on the icon from top left to bottom right and overlaid with a red cross.   button above the payment grid.
  7. Save the order.

Delete the Sales Order

  1. Click the dustbin icon is the button bar's DELETE button to delete the Sales Order.
  2. Enter deletion / cancellation reason and click 'OK'.
    Note: By default, a free text description is used. Alternatively, the cancellation reason can be chosen from a pre-defined list maintained in [ System Data | Cancellation Reasons ]  (this requires custom development, which may be chargeable).
  3. If the Sales Order has an associated Purchase Order i.e. a back order then a warning will appear, click 'Yes' to continue.
  4. Click 'Yes' to the prompt.

See Also

Visit KhaosWikiX at http://wiki.keystonesupport.net/wiki_kcx/ to see the following:

Contact the Khaos Team