We’ve updated how dropped-off orders are processed. This update better reflects real business processes and eliminates unnecessary steps when closing incomplete or canceled orders.
This update is useful for companies that sometimes need to close an order even though the work was never completed, for example, when:
The client refused the repair
The client refused to receive the product
The order was canceled
The required parts were not received
The client did not pick up the device, equipment, or asset
The work was not completed for other reasons
Now, employees no longer need to perform unnecessary actions just to close an unsuccessful order, such as:
deduct products that were never used,
accept a payment that was never received,
delete items or change their price to zero.
What Has Changed
Orders can now be moved to a status of the “Dropped off” group even if:
non-deducted products remain in the order;
some products have been deducted, and some have not;
the order is fully or partially unpaid.
This means you no longer need to change item prices to zero or delete items completely, and you keep the complete history of the client's canceled or incomplete order.
Orders closed as dropped off are no longer included in the “Orders Profit” report.
We recommend reviewing your current business processes for unsuccessful orders, updating them if needed, and informing your employees.
The workflow for statuses of the “Closed” group remains unchanged. As before, an order cannot be closed successfully until all products have been deducted and the order has been paid in full.
How It Works
Non-deducted products
When moving an order to a status of the “Dropped off” group, the system no longer requires all added products to be deducted. This means:
non-deducted products remain in the order history;
products that have already been deducted remain deducted;
inventory movements accurately reflect what actually happened.
As a result, you can keep the history of canceled orders with the full list of services and products. The document also records the actual movement of products.
Unpaid amounts
If an unpaid amount remains when closing an unsuccessful order:
The system no longer opens the payment acceptance window.
The unpaid balance is automatically written off, allowing the order to be closed without creating debt. This adjustment is purely technical and does not appear as an actual receipt or withdrawal of funds in financial Accounts.
This means you no longer need to record a payment for work that was never completed. This prevents artificial accounts receivable for orders that never resulted in a payment.
Use Cases for Different Businesses
1. A client refused a car repair after diagnostics.
A technician performed diagnostics, and a manager added parts for the planned repair, but the client decided not to proceed. With the updated workflow, employees no longer need to deduct products, change service prices, or perform other additional actions to close such an order as unsuccessful.
Now, the order can simply be moved to a Dropped-off status, and the unused parts remain in inventory.
2. A device is deemed beyond economical repair.
After diagnostics, it became clear that the repair was not economically viable. A display, battery, and other components had already been added to the order for the preliminary estimate.
Now, you can close such an order as unsuccessful without unnecessary inventory or payment operations.
3. An order is canceled after products have been reserved.
A manager created an order, added products, and prepared it for shipment, but the buyer canceled the purchase or did not confirm the order.
Now, such an order can be closed without creating unnecessary inventory deductions or payment records for a sale that never happened.
4. A client canceled an on-site visit after the installation was approved.
An installation company prepared an order and added equipment and materials, but the client changed their mind before the work began.
Now, the order can be closed as incomplete without deducting equipment that was never used and recording a payment that was never made.
What Changed in Reports
We've also updated reporting to ensure the new workflow does not affect your analytics.
Dropped-off orders are no longer included in the “Orders Profit” report. Unpaid amounts from dropped-off orders are also not recorded as actual payments in financial reports.
What’s Next?
In upcoming updates, we’ll add a new separate report for orders closed as dropped off, so you can easily review lost profit.
If you have any questions, suggestions, or comments regarding this update, please contact us via Support chat.