Cancel a sales order

How to

Cancel a sales order

Sometimes you may need to cancel a sales order, for example when the customer no longer wants to buy the goods or services.

You can only cancel orders that have not been completed or fully despatched.

When you cancel an order, this will cancel all order items that have not yet been despatched.

Note: You can only cancel an order if you have feature access to Amend Sales Order Status.

Open: Sales Order Processing > Sales Orders > Amend Sales Order

  1. To select the order:

    • If you know the order number, enter or select the Order number.

    • To view a list of your orders that you can search and filter, select Find Order.

      • Search for items by typing in the box at the top of a column.

      • Use filters to show items that contain particular text or a range of values.

        • To filter a column, select the Filter button filter button in the column heading, or select the Filter button filter button from the Menu button menu in the column header.
        • If you want to filter by a date, use the Filter button filter button from the Menu button menu in the column header.
      • Sort the list by selecting the column heading. Select the heading once to sort in ascending Sort ascending button order, and select it again to sort in descending Sort descending button order.

    Note: If customer alerts have been set up for this customer account and document type, they'll be displayed before you continue. To view the alert messages again, select the View Alerts button next to the customer account. See Customer alerts.

  2. Select Cancel Order.

    You will be asked to confirm cancelling the order when:

    • The sales order is on hold.

    • The sales order contains items that are allocated.

    • The sales order is partially despatched and/or invoiced.

    • The sales order contains items that are linked to purchase orders (back-to-back orders).

    • The sales order has been partly or fully paid, and the payment has been invoiced.

Note: If part of the order has already been invoiced and you want to cancel these items, you'll need to use Cancel invoices and credit notes (in the Sage 200 desktop).

Cancel order items

You may need to cancel order items if some stock has been despatched and the remaining quantity needs to be cancelled.

To cancel an item in the order, you need to amend the order and adjust the item quantity to remove the remaining allocated stock. The order item is then cancelled.

You can see cancelled items on the Cancelled Order Lines tab when you amend or view the order.

Note: The cancelled order items are only recorded for the order if you have enabled Record details of cancelled orders for future analysis in SOP settings (in the Sage 200 desktop).

See Amend a sales order.

Check when orders have been cancelled

You can see when orders have been cancelled from the Sales Order List.

Open: Sales Order Processing > Sales Order List

  • The Cancelled column shows:

    • Part: Only some of the items in the order have been cancelled, but not all of the items. For example, the order may only be Part cancelled if some items have already been despatched, or if you have deleted items but haven't yet cancelled the order.

    • Full: All items in the order have been cancelled.

See Check the progress of sales orders.

Useful info

Outcomes of cancelling an order

  • Items that have not yet been despatched are removed from the order, and stock is unallocated from these items.

  • Despatched items are not removed from the order, including part-despatched items.

    To cancel despatched items, you need to amend the despatch first (in the Sage 200 desktop).

  • If the order contains items linked to purchase orders, cancelling the order will not reduce the quantities on the purchase orders.

  • The cancelled order items are recorded for the order if you have enabled Record details of cancelled orders for future analysis in SOP settings (in the Sage 200 desktop). You can see cancelled order items when you view or amend the order, on the Cancelled Order Lines tab.

  • For orders with payments:

    • If Invoice payment with sales order immediately was selected for the order:

      • A credit note is generated for any declared payments remaining, and is left outstanding on the customer account.

      • You might then choose to enter a refund (sales payment) for the customer, or allocate the credit note against a future order by this customer.

    Note: You can't cancel a sales order that has an Online Card Payment in the Web Portal. You must cancel this order in the Sage 200 desktop.

Cancel orders with payments

You may not be able to cancel an order that includes a payment.

  • You can't cancel a sales order that has an Online Card Payment in the Web Portal. You must cancel this order in the Sage 200 desktop.

  • You can't cancel a sales order if some items have been despatched and the order payment was set to Invoice payment with order immediately.

    Before you can cancel the remaining items in this order, you will need to complete the following (in the Sage 200 desktop):

    • Post the invoice for the unposted payment.

    • Print the invoice for the despatched items.

    • Post the invoice again for the despatched items, only required if the payment is greater than the value of the goods despatched.

  • You can't cancel the order if it has a payment that is greater than the value of the goods despatched to date.

    To cancel this order, you will need to:

    • Amend the order and cancel the outstanding order items.

    • If you manually entered a payment value for the order (and didn't use Full payment), you will have to reduce the payment value so that it matches the value of the goods despatched.

See also

Amend sales order status (on hold)

Create, amend or view a sales order

Check the progress of sales orders