Cancel a sell order

Cancelling undoes a finished sale without erasing it. The sell order stays in your records, marked as cancelled, with the reason, who cancelled it and when. If the customer paid, you decide whether money goes back to them, how much, and how it is handed over, so the cash register still balances at the end of the day.

If only some products come back, or you want to take something off what the customer owes, you do not need to cancel: see Returns and post-sale discounts.

Before you start

• The sell order has to be finished. A draft is deleted, not cancelled.
• Your role needs Sell Order: Delete. See Create a sell order.
• A cancelled sale cannot be paid, adjusted or cancelled again.

Cancel the sale

1. Open the sell order and choose Cancel Sell Order in the panel on the right.
2. Check the summary at the top: the folio, the client, the total, what was paid and, when the sale took products out of stock, how much inventory it moved.
3. Write the Cancellation reason. It is required, and it stays on the order.
4. If the customer paid and you are giving money back, tick Register money refund and fill in:
   • Refund amount — it starts with everything the customer paid. Lower it when you only return part. It cannot be zero or more than what was paid.
   • Refund payment method — how the money goes back. It starts with the method of the customer's last payment. A refund uses one method only.
   • Cashbox — only when the method is cash and your team uses cashier shifts. Pick the register the cash comes out of. When the sale was made in a shift that is still open, its register is already selected.
5. If the sale moved stock, choose the Disposition of the products, as you would on a return:
   • Restockable (returns to inventory) — it is selected by default. The products go back to stock, in the exact quantity sold, decimals included for products sold by fractions.
   • Damaged (does not return to inventory) — the products do not go back to the shelf. Write the Shrinkage reason: it is required, and the loss appears in the Shrinkage report with that reason and its estimated value.
6. Press Confirm cancellation.

Leave Register money refund unticked when no money goes back. A sale that collected nothing is cancelled with the reason alone.

Print the cancelled ticket

Once the sale is cancelled, the window shows Sell order cancelled with the status and, when there was one, the refund amount and method. Press Print to print the sale's ticket, now marked as cancelled and showing the refund amount, method and date, to hand to the customer. Print appears when your team prints tickets on a thermal printer, like Print ticket on the sell order. You can print the same ticket again later from the cancelled sell order.

What you see afterwards

• The sell order's history lists the cancellation, with the reason, who did it and when, and the refund, with its amount, method, register and date.
• The customer's link to the sale shows it as cancelled, with the refund amount, method and date. See Send documents to your customer.
• Lists and reports leave the cancelled sale out of current sales and of the customer's debt. The Cancelled filter of the sell orders list still finds it.

Cash registers and refunds

With cashier shifts on, a refund is counted where the money actually leaves:

• The shift is still open. The cash refund appears in the shift's Refunds tab, adds to Total Refunds, and lowers the Expected Cash. A refund by card or transfer is listed too but does not change the cash.
• The register is closed. The cash refund stays on the sale with its register, and the next time that register opens a shift, the suggested opening amount is already lower by that refund.
• A cancelled sale still counts. The shift keeps counting the cash a cancelled sale collected, marked as Cancelled in the sales list, until a refund takes it out. If you cancel without a refund, the money is still in the drawer and the count expects it.

See Cashier shifts for how the shift is closed.