Cancelling an Item without a Refund

The steps below outline the process for cancelling an item in an order WITHOUT a refund. If you also want to refund the order, please see Cancelling AND Refunding an Item.

Cancelling an order, without also refunding the order, results in a credit balance on the order. That credit balance can then be transferred to another order, if necessary. The credit balance is displayed in parentheses as the Final Balance.

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

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

1. From the Orders Central page, search for the appropriate order. For more information, please see Searching for an Existing Order.
2. From the order 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.
   
3. 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.
4. 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.
   1. Check the checkbox next to the line(s) that you want to cancel.
   2. Click Apply To Selected Line Items.
   3. Click Update Balance to view an updated detailed breakdown of the order financials.
5. To cancel the selected line items WITHOUT a refund, click Cancel Only. To cancel the selected line items AND create a refund, click Cancel and Refund instead, and you will be taken to the refunds screen and only the line items selected from the previous cancellation screen will display. For more information, please see Cancelling AND Refunding an Item.