Canceling Orders and Rainchecks

Orders cannot 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, do a complete or partial void or refund of the payment(s) on the order first (see the "Voids and Refunds" tutorial in the Knowledge Base), in accordance with your company policies. If your company policy is to refund payments in full, you can do a complete refund or void before cancelling the order. If your policy is not to refund payments but rather to keep them in the customer's account as a raincheck, you may cancel the order without refunding or voiding the payment and simply apply the payment as a raincheck to the customer's account (as with anything, make sure your company policies and practices are in accordance with the law). If your policy is a partial refund and you retain a portion of the payment as a raincheck (for example, many companies will retain only the deposit payment as a raincheck and refund the rest of the payment), then you'll want to do a partial refund or void before cancelling the order. Either way, the idea is to manage the payment(s) for the order in accordance with your company policies BEFORE you cancel the order, so your accounting doesn't show an overpayment or inaccuracy. Again, feel free to use the above-linked tutorial on Voids and Refunds if needed.

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 tutorial on document editing.).

Click “Cancel Event” to finalize the cancellation:

Rainchecks

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 tutorial 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.