Cancelling/Refunding an Order

Before you can cancel an order, all of the system accounts (such as AP and transfer account) must be defined for each organization unit.

The Cancellation and Refund screen is used to process a cancellation or refund on an order. Through this screen, you can accept or override a cancellation fee, view the transactions in a cancellation process, and generate a refund directly from the screen rather than going through the formal refund process. The screen displays the balance information on the order to be cancelled or refunded, receipt and refund amounts, refund authorization, a line item summary of the cancellation, and a summary of the transaction itself.

If you cancel an order by mistake, there is NO way to fix this line from the Order Entry screen. Your DBA will need to correct the data in the back-end.

If you have not applied payment to a line item (Line Status is “Proforma”), then the line item cancels automatically. If you have applied payment to the order (Line Status is “Active”), then the Cancellation and Refund Control screen displays. The Due-To and Due-From accounts have $0 amounts after an order is cancelled.

Cancelling a main line item automatically cancels all sub-items.

For specific instructions on how to cancel an order, please see:

Cancellation Rules

The following cancellation rules need to be taken into consideration before processing a cancellation:

Order/Product Type	Rule
Proforma	Cancellation can occur without any cancellation processing. As of 7.5.2, when cancelling an entire order, the system will prompt you to confirm the cancel before proceeding.
Active order that contains only inventoried items where no packing slips were generated	The entire order can be cancelled or one or more line items. Inventoried product orders can only be cancelled after the product is added to the order and payment is received and BEFORE a packing slip has been generated. If a packing slip has been generated, you must return the inventoried product.
Master-level line item with sub-items	Cancelling the master cancels all sub-items. For example, cancelling a meeting cancels all related sessions.
Membership and Subscription products	You must take into consideration the calculation of deferred revenue that has already been recognized.
Invoiced Subscription or Membership products	If you are currently being served with one or more subscription issues sent but nothing has yet been paid, the amount of revenue recognized must be written off from real revenue, and the balance of the order written off from deferred revenue. If partially paid with one or more issues sent or months recognized, only the difference between what has been paid and the invoice amount must be written off with recognized revenue written off prior to deferred revenue.
Invoiced Subscription	May be fully paid and cancelled after one or more issues have been sent.

Cancellation Fees

Cancellation fees can be defined for a date-based cancellation policy or restocking fees for each of the rate structures you set up. Fees may be defined as a percentage of the product cost or as a fixed fee, and may change over a series of cut-off dates.

Cancellation fee options:

If there is a sub order line for the master order line and you cancel the master order line (thus cancelling the sub order line as well), you CANNOT directly change an existing or enter a new cancellation fee in the Optional Cancellation Fee field on the Cancel Only tab of the Cancellation and Refund Control screen since the system does NOT know exactly which line to apply the cancellation fee. The cancellation fee must be manually entered in the Cancellation Fee cell on the Order Line(s) to Cancel or Refund tab.
If there is a sub order line for the master order line and you cancel ONLY the sub order line, you can directly change an existing or enter a new cancellation fee in the Optional Cancellation Fee field on the Cancel Only tab of the Cancellation and Refund Control screen since the system knows exactly which line to apply the cancellation fee.
If there is NO sub order line for the master order line and you cancel the master order line, you can directly change an existing or enter a new cancellation fee in the Optional Cancellation Fee field on the Cancel Only tab of the Cancellation and Refund Control screen since the system knows exactly which line to apply the cancellation fee.
If there are two master order lines and you cancel ONLY one of them, you can directly change an existing or enter a new cancellation fee in the Optional Cancellation Fee field on the Cancel Only tab of the Cancellation and Refund Control screen since the system knows exactly which line to apply the cancellation fee.
If there are two master order lines and you cancels BOTH of them, you CANNOT directly change an existing or enter a new cancellation fee in the Optional Cancellation Fee field on the Cancel Only tab of the Cancellation and Refund Control screen since the system does NOT know exactly which line to apply the cancellation fee. The cancellation fee must be manually entered in the Cancellation Fee cell on the Order Line(s) to Cancel or Refund tab.

Refunding or Cancelling before Payment Collection

As of 7.6.1, if the organization is using Vantiv, when a receipt created by FAR680 has a date value in Far_Receipt.AUTHORIZATION_RECYCLING_END_DATE, it cannot be refunded. If the user attempts to refunded a payment created by FAR680 before the FAR681 response has been processed (i.e., while Far_Receipt.AUTHORIZATION_RECYCLING_END_DATE is not null, because FAR681 will update the Far_Receipt.AUTHORIZATION_RECYCLING_END_DATE to NULL), the user will be presented with a message: The payment you are attempting to refund cannot be refunded until on or after [Far_Receipt.AUTHORIZATION_RECYCLING_END_DATE] because the payment has not yet been collected.

Additionally, as of 7.6.1, you cannot transfer, refund, or cancel an order line that has one or more receipts created by EFT680 until the number of days identified by the Days to Wait for EFT681 Results field on the org unit setup has passed since the payment was created (Far_Receipt.ADDDATE). Please note that real dates will be used in this scenario, not batch dates, because there has to be time allowed for the bank to return the file with information about payments that were not able to be successfully collected.

Cancellations during Authorization Recycling

If an order or order line that has a credit card payment going through Vantiv authorization recycling is cancelled, the system will:

Generate a standard online “Authorization Reversal” transaction (which is done by creating a VOID-AUTH record in Ccp_Req_Ans), passing the LITLE_TXN_ID which is temporarily being stored in the PRE-SALE record in Ccp_Req_Ans.AUTH_REFERENCE field while the transaction is going through authorization recycling.

If the AUTH_REFERENCE field is blank because FAR681 has not been run, then the order will be cancelled but no VOID-AUTH record will be created and no “Authorization Transaction” reversal will be sent.Generate a standard online “Authorization Reversal” transaction (which is done by creating a VOID-AUTH record in Ccp_Req_Ans), passing the LITLE_TXN_ID which is temporarily being stored in the PRE-SALE record in Ccp_Req_Ans.AUTH_REFERENCE field while the transaction is going through authorization recycling
Generate receipt reversal transactions in Far_Txn and Far_Txn_Detail
Update the order payment schedule table by deleting all rows with a payment status of PENDING
Set Far_Receipt.AUTHORIZATION_RECYCLING_END_DATE to null

For more information, please see Vantiv Authorization Recycling.