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How do I cancel, delete or return all or part of an order?

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You've done everything right, but the customer has changed their mind!  Or failed to send payment!  Or perhaps something else bad has happened.  At any rate, you have an order that you need to get rid of.

  1. Go to your Members Pages (http://www.TIAS.com.com/members/).  If your members page is not currently displayed, click this link Members Pages to open it in a new window so you can toggle back and forth between your maintenance page and this tutorial.

  2. Select the 'Orders / Billings' submenu.
  3. You'll need to find the order you need to cancel.  Almost every place than you see an order number, you'll find it is underlined.  This means you can click on it and go to the order maintenance function.   To find an order by order number, use the selector menu.  This is the menu that appears at the top of all the pages in the orders/billing section:

 

  1. Use the drop-down selectors to find an individual order (you can use the order number or the invoice number that appears on your customer documents if you are printing invoices, the customer's name, email or even their zip code).  You will see a display that has the single order in it.  Look CAREFULLY to make sure this is really the order you want, and then click the order number to go to the order maintenance page.
  2. You will see the order as shown below.

    To delete or return an entire order
    1. Around the middle of the page, there is a button labeled 'Delete Entire Order':
    2. Click this.  You'll go to a page where you view a summary of the order and where there is a box for entering a comment.
    3. Add a description of why you are canceling the order (do note that this will be emailed to your customer, so be politic!) and press 'Delete Entire Order'. Your order will be deleted. This will automatically return the item to your inventory, remove it from any commission calculations and adjust your due for your store. If you are using credit processing, the customer's card will automatically be credited.

    To delete or return individual line items from an order
    1. If you need to delete or return a single item, (the rest of the order is good), select the choice to 'Edit Line Item' for the item that you want to remove from the orderor return.
    2. When you click the button, you will see a display of the item which includes a button that allows you to remove the item from the order. Click this button.


       
    3. You will see a display that allows you to enter a description of why you are canceling or returning the item (do note that this will be emailed to your customer, so be politic!).

      Enter the reason and press 'Delete Item'. When you do so, the line item will be changed to 'void' status. This will automatically return the item to inventory, remove the line item from any commission calculations and adjust your account balance due if appropriate. If you are using the credit processing module, the customer's card will automatically be credited.
    4. When the line item is voided, the order will be redisplayed. Make an additional changes that you may have, then click the 'Save Changes' button at the bottom of the display.

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