When needing to cancel an order that was purchased through Novi's Ecommerce store, follow the steps below to update both the order and the financial transaction.
Please Note:
Subscriptions > If the order is for a Subscription, please refer to this article instead.
Product Add-Ons > If the product was purchased as an add-on to an event registration or new member signup and it did not require fulfillment, then an "order" was not created in Novi. Consequently, an admin or bookkeeper must manually update the transaction within QuickBooks Online. That could mean processing a refund if the product was paid for by credit card, or crediting the invoice if the customer was invoiced for the product.
Sections in this article:
Cancel One Ecommerce Order
This will cancel the order in Novi and issue a refund if necessary.
Step 1
On the backend, navigate to the Orders tab in the Ecommerce section.
Step 2
Use the Search field and/or Filter to find the Order to be cancelled.
Step 3
Open the "Cancel Order" modal from the main list or from the specific order page:
On the main Order list, scroll to the Action column on the right, click the caret, and select Cancel from the drop-down.
-OR-
On the specific Order page, click the Cancel Order button at the top right of the screen. (Note: This button is only available if the Order Status is "Open" - this status field can be found on the Fulfillment tab of the order.)
Step 4
In the "Cancel Order" modal, determine if there will be a refund. The default Refund Type is set to Full Refund and it can be changed to Partial Refund or No Refund.
Refund Types
Full Refund
If an admin is not charging a cancellation fee, this option will issue a full refund.
If the original transaction was an invoice, a credit memo will be created in QuickBooks Online for the full refund amount. This will offset an unpaid invoice or will remain on the customer’s account as a credit.
If the original transaction was a sales receipt, a refund receipt will be created in QuickBooks Online and the customer’s payment method will be refunded for the full amount.
Partial Refund
To charge a cancellation fee or have any other reason to partially refund, this option issues a partial refund to the customer. *See the note below regarding the accounting item and class.
If the original transaction was an invoice, a credit memo will be created in QuickBooks Online for the partial refund amount. This will offset an unpaid invoice or will remain on the customer’s account as a credit.
If the original transaction was a sales receipt, a refund receipt will be created in QuickBooks Online and the customer’s payment method will be refunded for the partial amount.
No Refund
If no money should be refunded, this option will not touch the financials.
Whether the transaction was an invoice or a sales receipt, the original transaction will remain as-is.
Item & Class
No matter which Refund Type is selected, please note the following regarding the accounting item (i.e. product & service) and class (if applicable):
Default mapping:
If a cancellation fee needs to be charged, that would be a partial (or zero) refund. This will default to the QuickBooks Online Item the ticket was originally mapped to.
If all ticket types are mapped to the same Class, they will also default the refund to it.
Changes to the mapping:
For partial refunds: Within the modal, admins can choose to re-map the cancellation fee to a different QuickBooks Online Item (Product & Service). Same for the Class, if applicable.
If no refund is issued: To re-map the cancellation fee to a different Item (Product and Service) or Class, an admin/bookkeeper will need to edit the transaction in QuickBooks Online.
A Note on Credit Card & ACH Refunds
If the payment method is credit card or ACH, the refund will be issued through the payment provider.
Step 5
Once the Refund settings are dialed in, click the Save & Close button.
Cancel Multiple Orders in Bulk
Using the Batch Action to cancel more than one order will handle the order in Novi.
Using the Batch Action to bulk cancel orders will not update the associated financials.
Step 1
On the backend, navigate to the Orders tab in the Ecommerce section.
Step 2
Use the Search field and/or Filter to find the Orders to be cancelled.
Check the boxes in the left column to select the orders.
Click the Batch Action button at the top of the list and select Bulk Status Change in the drop-down.
Step 3
In the pop-up modal, change the New Order Status to Canceled.
Then click the Update button.
Step 4
Update the Transaction in QuickBooks Online (if applicable)
This step is only necessary if one of the following are true:
An admin used the Batch Action to cancel multiple orders in bulk and still needs to issue full or partial refunds for each order.
-OR-An admin canceled a single order and forgot to issue the refund.
In these scenarios, the "Cancel Order" action will only change the order's status in Novi; it will not alter the financials.
Consequently, an admin or bookkeeper must manually update the transaction within QuickBooks Online. That could mean processing a refund if the product was paid for by credit card, or crediting the invoice if the customer was invoiced for the product.
Related Articles