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Cancel a customer order
When to use it
Use this guide when you need to cancel a customer order.
Before you start
- Open Orders from the module menu. Your account must have access to this screen and permission for the action you want to complete.
- Cancellation changes the order. Check any delivery or payment work already underway before confirming.
What this changes
The order cancellation result appears on the saved order.
A saved order records the customer’s requested items and prices. Saving a browser draft does not create an order. Later dispatch, delivery, invoicing and payment affect other records.
Steps
- Open the order and check its number and current status.
- Choose More actions → Cancel order.
- Review the cancellation dialog. Use Keep order to stop, or Cancel order to confirm.
- Reload the order and check its status.
Screenshot to add: Orders: cancel a customer order. Capture filename: images/cancel-a-customer-order.png.
Restrictions
Cancellation needs permission to delete customer orders. The details page hides this action for an already cancelled order. Follow any additional restriction in the response.
If something went wrong
After an unclear Cancel order, reopen the same order and check whether it is already Cancelled before trying again.
If the wrong order was cancelled, give Sales its reference, customer and intended purchase. No restore control is described here; agree a replacement and check existing dispatch, route, invoice and payment work first. Ordinary cancellation is for eligible New Order or Dispatch Staged work; processed orders need review through Customer-order recovery.
Check the correction
Check original cancellation and any agreed replacement, plus existing stock, invoice, route and payment records. Cancellation cannot recall goods or refund money.