Why can't I cancel this sales order?
What you'll do: A Sales Order can only be cancelled while it's Draft or Pending Dispatch with nothing dispatched yet, and you must attach a proof file. Once anything has shipped, cancellation is no longer possible.
The rules
- Status must be Draft or Pending Dispatch, and there must be zero dispatches recorded.
- A proof file is required (the customer's cancellation email/letter). If you don't attach one you'll see:
After something has shipped
Once any dispatch exists, cancellation is off the table. To unwind shipped goods:
- Void the invoice on that dispatch (only possible if it was never sent and has no payments).
- Have a Sales Manager deactivate the dispatch (this restores the shipped quantities).
Good to know
Cancelling a Sales Order does not reopen the source quote — the quote stays Converted. To sell again, raise a new quote.