Orders should not be deleted from the ERS system but they can be canceled with or without Raincheck. Once an order is canceled, it will not appear in reporting for item rental history or as an active event, but any payments made on that order will still record as income. To properly cancel an order, reverse the payment in ERSPay with a simple click and use the VOID or REFUND option (See the "Voids and Refunds" article in the Knowledge Base). In other payment gateways, you would refund in the virtual terminal, outside of ERS, and then in ERS apply a negative dollar amount on the “Pay” screen unless you are applying a Raincheck for the full amount (more information below).
Cancel an order
Find the order you'd like to cancel by searching for it using either an order number, the customer name, the customer email, or the customer phone number. You can do this kind of search on the "Home" or "Scheduling" tabs next to the Event Calendar, or in the CRM (the "Customers" tab). If you know the date of the order, you can also find the order by clicking into that date on the Event Calendar.
If you're using the "Events List" view in "Scheduling," or if you're in the CRM (the "Customers" tab), click the gear/wheel icon:
If you're in the "Scheduling" tab and using the "Summary of Events," "Expanded Events," "Review Events," or "Daily Overview" view, you can click the blue “active” button to cancel the order (see the screenshot below). You'll have to click the arrow in order to see the button if you're using "Summary of Events," or you'll have to click on "View Details" in order to see it if you're using "Review Events." NOTE: you can't cancel events from the "Master Sheets" or "Availability Chart" views.
Once clicked, a box will appear for entering cancellation notes. You must select an option to apply a “Raincheck” or not. Rainchecks allow you to keep the money previously paid for the event. This amount is saved and can be applied as a credit toward a new order. You can also choose to either send a cancellation email or not (you can edit the cancellation email template at Admin>Documents>General Documents>Cancel. You can click here for a detailed article on document editing.).
Click “Cancel Event” to finalize the cancellation:
When an order is canceled and “Raincheck: Yes” is used, that payment amount is saved under your customer’s email address for future use. Raincheck amounts can be entered into your documents using the [order:raincheck] merge field (you can click here for a detailed article on document editing), which will show the numeric amount with no dollar sign when used.
Your existing Raincheck amounts are under Reports>General Reports>Rainchecks:
Once a Raincheck has been applied to a cancelation, you must place a new order when your customer is ready to use said Raincheck. If you reactivate a canceled order after a raincheck has been used, that does not let the Raincheck be applied nor will it remove that Raincheck from the Raincheck report so know that a new order is priority.
Rainchecks are a payment option on the Payment screen only if your customer has a Raincheck on file and it matches the email address used on the originating order. Ensure the new order is using that exact same email to apply the Raincheck.
Note: You must have the Payment type "Raincheck" under Admin>Order Config>Payment Types so do not ever delete that or this feature cannot work.
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