Cancelling AND Refunding an Item – Web Client Help Center

The steps below outline the process for cancelling an item in an order WITH a refund. If you want to refund the order without cancelling, please see the steps below FIRST and then proceed to Issuing a Refund.

The steps below assume that you are not currently viewing the order in which you want to cancel and refund an item. If you are currently viewing the order in which you want to cancel and refund an item, skip to step 2.

To cancel and refund a line item(s) in an order:

From the Orders Central page, search for the appropriate order. For more information, please see Searching for an Existing Order.
From the order summary page, from the Actions menu, select Cancel Item(s).
From the donation summary page, from the Actions menu, select Cancel Item(s).
You must belong to a security group with UPDATE permissions to the Order.Cancel application in order for the cancel option to display.
The cancellation screen displays, as shown below.
From the Cancel Order Item(s) section:
1. If you do NOT want to charge the constituent a cancellation fee, select the Remove Cancellation Fees option.
2. If you want to write-off the balance of the order line(s) being cancelled, select the Write-Off All Balances option.
3. If necessary, choose a Cancellation Reason.
4. The Revenue Proration Effective Date defaults to today, but can be changed if necessary.
5. For MBR or SUB order lines, select the appropriate Recognized for Service option.
  Select "Prorate" to recognize only the revenue for the time in which the membership or subscription was used, select "Recognize All" to recognize all revenue, or select "Amount Paid" to recognize only the amount paid.
6. If necessary, enter any Comments about the cancellation.
From the Line Item Options section, expand each row to view additional details about each line in the order, such as the cancellation fee, write-off amount, reason code, and comments, as shown below.

If any order lines in the order are not eligible for cancellation, those line items will display in the Item(s) That Cannot Be Cancelled section at the bottom.
Check the checkbox next to the line(s) that you want to cancel.
Click Apply To Selected Line Items.
Click Update Balance to view an updated detailed breakdown of the order financials.
To cancel the selected line item(s) AND create a refund, click Cancel and Refund.
The Line Items to Refund page displays the line items selected from the previous screen.
Alternatively, you can cancel the order WITHOUT a refund. For more information, please see Cancelling an Item without a Refund.
For each item in the Receipts section, click the pencil icon to view/edit the refund details.
1. If the receipt for the selected line item was processed by cash or check, the following refund details screen displays:
  1. If a refund check has already been issued, select the Check Pre-Cut option and enter the Check Number.
  2. Enter the Refund Amount.
  3. If necessary, enter any additional comments in the Notes on Advices field.
  4. Click Save.
2. If the receipt for the selected line item was processed by credit card, the following refund details screen displays:
  1. The credit card information of the original receipt displays at the top of the screen. If necessary, you can edit the card Expiration Date and/or Billing Address information.
  2. Enter the Refund Amount.
  3. To refund the receipt by check, select the Refund by Check option and enter the check number in the field to the right.
    Please note that refunding to a check is not available for unsettled receipts.
  4. If your organization used a lockbox or outside service to process the credit card receipt, select the Pre-Settled option.
  5. If necessary, enter any additional comments in the Notes on Advices field.
  6. Click Save.
From the refunds main screen, click Issue Refund.
The line status is updated to "Cancelled" and the order balance is updated to reflect the new amount due if applicable.