Objective: To maintain data integrity, sales orders should be cancelled rather than deleted to ensure visibility for tracking and reporting purposes. Actions are required in both NetSuite and Salesforce.
NetSuite Sales Orders should NOT be deleted. For exceptions to this policy, please email CRM/ERP Help Team to review and resolve.
Why would a sales order be cancelled? Orders may be cancelled at the request of the customer (ordered in error, their customer cancelled order) or internally because a project is delayed/postponed or stopped, a duplicate order, etc.
When can a sales order be cancelled? Sales Orders can be cancelled up until fulfillment of line items. All requests to cancel an existing order should be received in writing from the customer/purchaser.
Acceptable forms of cancellation include revised PO or an email from the contact/customer with request to cancel an order. If cancellation is generated internally, request must also be documented. Proper documentation will ensure that we have a record of who cancelled the order, why it was cancelled, and when. This communication should be saved in .pdf format and attached to the NetSuite Sales Order record under Communication > Files.
Sales Order Cancellation Process
Users with the ability to cancel orders in NetSuite should have ownership of completing the process in Salesforce. This will ensure we are not relying on a single source to complete required steps, as well us updates happening at the same time for continuity and accurate reporting. Users without the ability to cancel orders in NetSuite must submit requests with appropriate backup in writing to cancel an existing sales order to Orders, Finance, or a System Admin to have the order cancelled.
Standard Sales Orders (Includes RMA 0$ orders)
For standard sales orders, the cancellation process is as follows:
- In NetSuite, Open the Sales Order by selecting Edit.
- Add (Cancelled) to PO field ex: 123456 (Cancelled)
- Add the date and the name/ contact of who sent the written cancellation request in 'note' within the Ordered by field. ex: Cancelled 08-01-2019 per John Smith.
- Leave a User Note under the Communicationstab with information to support cancellation request.
- Title: PO Cancelled
- Memo: PO 223456 has been cancelled per the request of John Smith
- Save the Sales Order
- Attach the written cancellation request (in .pdf format) to the Sales Order
- If order was already approved and status is Pending Fulfillment, notify Operations/ Shipping that the Sales Order has been cancelled/ closed. Order status must be updated to Pending Approval (edit > change status> save)
- Click Cancel Order. NOTE: If the “Cancel Order” button is not visible to you, please do not “Close’ the order. Instead, email the CRM/ERP Help Team with a request to cancel the NetSuite Sales Order. Include Sales Order number and reason for cancellation request.
- In addition to the NetSuite Sales Order, update the Salesforce Order Opportunity (change Forecast CategoryC Qtr. to Cancelled) AND Order (change status to Cancelled). Both of these Salesforce records must be manually updated – changes are not pushed from NetSuite to Salesforce via integration).
Renewal Sales Orders
RENEWAL Sales Orders cannot be cancelled and must first be converted to a standard sales order before the cancellation process can be initiated. The following outlines that process.
- Open the Renewal Sales Order by selecting Edit.
- Change Custom Form to HPDS Sales Order
- Add (Cancelled) to PO field. ex: 123456 (Cancelled)
- Add note in the Ordered by field: Cancelled, <insert reason>
- Add a User Note under the Communications tab with information to support cancellation request • Title: PO Cancelled • Memo: PO 223456 has been cancelled per the request of John Smith
- If sales order has already been approved, order status must be updated to Pending Approval.
- Save the Sales Order
- Click Cancel Order NOTE: If the “Cancel Order” button is not visible to you, please do not “Close’ the order. Instead, email the CRM/ERP Help Team with a request to cancel the NetSuite Sales Order. Include Sales Order number and reason for cancellation request.
- Attach the written cancellation request (in .pdf format) to the Sales Order
- Search Salesforce for the NetSuite Sales Order Number
- Update SF Order Opportunity. change Forecast Category C Qtr to Cancelled (Edit > change status > save).
- Update SF Order. change Status to Cancelled (Edit > change status > save).