Whether the home sold before photos were taken or the agent lost the listing, you have the ability to cancel an order and issue a refund to your client. You can cancel an entire order or simply cancel a single product that was ordered.
How to cancel an order
Click the steps below for a detailed walk-through:
Cancelling an order:
Step 1: Click on Sites tab
Step 2: Search for property
Step 3: Scroll down to order
Step 4: Click delete button for each item or "Cancel all Undone Lines"
Step 5: Click on Site Activation tab
Step 6: Click "Go" under Archive (Deleted)
Refunding to client credit card:
Step 1: Cancel photography order
Step 2: Click pencil icon for credit card refund
Step 3: Click "Refund Money"
Step 4: Enter refund amount
Step 5: Click "Refund"
Step 6: Click on Site Activation tab
Step 7: Click "Go" under Archive (Deleted)
Cancelling an order-
Step 1: Click on the Sites tab at the top of the page.
Step 2: Search for the property address that needs to be cancelled and click on that property.
Step 3: Scroll down on the Site Summary page to the order that you need to cancel. Note: if there are multiple orders on one property site, the most recent order will be at the top of the page.
Step 4: For each product that needs to be cancelled, click the delete button to the far-right of the line item. If you are cancelling the entire order, you can click the "Cancel All Undone Lines" button.
Step 5: If needed, you can delete the property once the order has been cancelled. To do this, click on the Site Activation tab on the left-hand side of the page.
Step 6:In the Site Lifespan section, click the "Go" button underneath Archived (Deleted) to remove this property site.
Refunding to client credit card-
Step 1: Cancel the photography order
Step 2: If you need to refund back to the client's credit card, click the pencil icon next to "Paid (Card)". Note: by default, we refund to the client's account for use on a future order. You will need to follow steps 5-8 if refunding to their credit card.
Step 3: In the Payment Details pop-up window, click the "Refund Money" button.
Step 4: The Amount to Refund will automatically reflect the entire amount charged to the client's card. If doing a partial refund, you can change this amount. Note: You cannot refund more to the card than what was charged. If account funds were used on the order and the remaining amount was charged to a credit card, you can only refund the amount that was charged to the credit card. The account funds will be placed back on their account for future use.
Step 5: Click the "Refund" button to process the credit card refund.
Step 6: If needed, you can delete the property once the order has been cancelled. To do this, click on the Site Activation tab on the left-hand side of the page.
Step 7: In the Site Lifespan section, click the "Go" button underneath Archived (Deleted) to remove this property site.
For any additional questions, our Support team is ready to help you!
Email: [email protected]