Cancelling & Deleting Sales Orders

Cancelling orders

Cancelled orders are not included in sales reports, but can still be seen on the Sales List.

Downloaded sales orders will need to be cancelled in Brightpearl as well as directly on the sales channel from which they came.

An order may be marked as cancelled only if it is not marked as paid, fulfilled or invoiced.

Payments and fulfillment can be reversed so that the order may be cancelled:

  • A payment can be reversed by posting a negative payment against the order. The refund of the payment from the customer must be made via the original payment provider or method used.
  • A goods-out note can be deleted as long as it has not been marked as shipped. If the items have been shipped, a sales credit must be used instead.

Un-invoicing may be used to delete the invoice, however, using a sales credit is usually preferred to reverse the sale rather than cancel. Un-invoicing is intended only for making minor edits prior to re-invoicing using the same invoice number. If the order is cancelled rather than re-invoiced the invoice number will never be used and may be considered missing by your accountant or auditor.

How to cancel an order

Brightpearl orders can be cancelled as long as they are not paid (can be reversed), not shipped (cannot be reversed) and not invoiced (cannot be reversed). If it cannot be cancelled a sales credit must be used.

A payment can be reversed by receipting a negative payment against the order, in the same way a the payment is allocated.

  1. In Brightpearl, search for and open the order.
  2. Update the order status to your “cancelled” status.

Your “cancelled” status is the status selected as such at Settings > Sales > Sales workflow .

How to mark an order as unpaid (refund an order)

  1. Search for and open the sales order.
  2. At the bottom of the page, click the Take payment button.
  3. Select the bank account , this should be the same account used to take the payment originally.
  4. (Optional) Enter a payment reference .
  5. Enter the amount of the original payment but as a negative value using a minus sign.
  6. Click the Allocate payment button to finish. The order will now be marked as unpaid.

How to delete a goods-out note (unfulfill)

  1. Go to Sales > Goods-out notes > Due to fulfill .
  2. Search for the goods-out note to be deleted.
  3. Use the trash can icon on the right-hand side to delete the goods-out note. The fulfillment status of the order will be updated.

Note : this will post a note to the linked order to show which user deleted the goods out note and when.

Deleting orders

Deleting an order will completely remove any record of it and cannot be reversed.

Downloaded sales orders will need to be cancelled directly on the sales channel from which they came. If the order is not cancelled it can be re-download from the following channels:

  • eBay
  • Magento
  • Shopify (manually)
  • Bigcommerce (manually)
  • ekmPowershop (manually)

An order may be deleted only if it is not marked as paid, fulfilled or invoiced.

Payments and fulfillment can be reversed so that the order may be deleted:

  • A payment can be reversed by posting a negative payment against the order.
  • A goods-out note can be deleted as long as it has not been marked as shipped.

Un-invoicing may be used to delete the invoice, however, using a sales credit is usually prefered to reverse the sale rather than cancel. Un-invoicing is intended only for making minor edits prior to re-invoicing using the same invoice number. If the order is deleted rather than re-invoiced the invoice number will never be used and may be considered missing by your accountant or auditor.

Re-using order numbers

The next order reference can be reset in Sales Settings.

How to delete an order

  1. Go to Sales > Recent Sales/Quotes .
  2. Use the filters to search for the order or orders to be deleted.
  3. Use the checkboxes to select the order or orders to be deleted.
  4. Click the Delete button. The orders will be completely removed.

Refunding a customer

A customer will need to be refunded via the payment provider, sales channel or payment method by which they originally paid. Processing a refund in Brightpearl will not send the money back to the customer.

If the original order is to be cancelled then it will need to be marked as unpaid and the money refunded to the customer.

A refund can also be recorded against a sales credit.

How to mark an order as unpaid (refund an order)

  1. Search for and open the sales order.
  2. At the bottom of the page, click the Take payment button.
  3. Select the bank account , this should be the same account used to take the payment originally.
  4. (Optional) Enter a payment reference .
  5. Enter the amount of the original payment but as a negative value using a minus sign.
  6. Click the Allocate payment button to finish. The order will now be marked as unpaid.

Giving a customer credit

Instead of giving a customer a refund the amount owed to them can be given as credit to spend another time. In this case no refund is processed, which automatically leaves the balance on the customer account.

When the customer later uses their credit to buy something, the on account amount can be allocated directly to the new order to mark it as paid.

How to allocate payments, credits & invoices

  1. Search for the contact account.
  2. Click to open the contact record and navigate to the payment allocation screen via the financials box on the right-hand side.
  3. Next to each item to be allocated fill in the To pay now field with the amount to be cleared, e.g. if you have an invoice for $10 and a matching payment of $10 that you wish to match together, enter $10 against both. If you are matching 2 invoices of $5 each, and a payment of $10, enter $5 against each invoice and $10 against the payment. If you have a payment that doesn't fully cover the invoice you can only allocate the amount of the payment, if the payment is $10 but the invoice is $12, enter $10 against both, the remaining $2 on the invoice will be outstanding on the account.  Ensure the total at the bottom is ZERO, you are not taking any payment, just matching.
  4. Select the bank account and if you want, enter a reference.
  5. As long as the total is zero click the Allocate payment button to finish. This creates an accounting journal to match the order reference to the payment reference.
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