Soon, the logic for working with orders in statuses of the “Dropped off” group will change in RO App. This will help reflect real business processes more accurately and avoid unnecessary actions when closing incomplete or canceled orders.
This update will be useful for companies that face situations where an order needs to be closed without the actual work being completed:
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
Currently, to close such orders, employees often have to perform additional actions that do not reflect the real situation, for example:
deduct products that were not actually used,
accept a payment that did not actually exist,
delete items or change their price to zero.
What Will Change
After the update is released, orders can 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 will no longer need to change item prices to zero or delete items completely, and you will not lose the history of interaction with the client regarding an incomplete or canceled order.
Also, orders closed as dropped off will no longer be included in the “Orders Profit” report.
We recommend reviewing your current business processes for unsuccessful orders in advance, changing them if needed, and informing your employees.
The current logic for the statuses of the “Closed” group will remain unchanged. As before, the system will not allow an order to be closed successfully without deducting all added products or without a full payment.
How It Will Work
Non-deducted products
When moving an order to a status of the “Dropped off” group, the system will no longer require all added products to be deducted. This means:
non-deducted products will remain in the order as part of the document history;
products that have already been deducted will remain deducted;
inventory movement of products will reflect the actual situation.
As a result, you will be able to keep the history of canceled orders with the full list of services and products. The document will also reflect the actual movement of products.
Unpaid amounts
If an unpaid amount remains when closing an unsuccessful order:
The system will no longer open the payment acceptance window.
The unpaid balance will be automatically canceled, so the order can be closed without debt. This adjustment is purely technical and is not displayed as an actual receipt or withdrawal of funds in financial Accounts.
This means you will no longer need to register a payment for an order that was not actually completed. This will help avoid artificial accounts receivable for orders where no payments were actually made.
Use Cases for Different Businesses
1. A client refused a car repair after diagnostics.
A technician performed diagnostics, and a manager added parts for future repair, but the client decided not to repair the car. Currently, to close such an order as unsuccessful, products need to be deducted, service prices need to be changed, and other additional actions need to be performed.
After the update, the order can simply be moved to a Dropped-off status, and the unused parts will remain in inventory.
2. A device is deemed beyond economical repair.
After diagnostics, it turned out that the repair was not economically viable. A display, battery, and other components had already been added to the order for the preliminary estimate.
After the update, you will be able to close such an order as unsuccessful without unnecessary inventory or payment operations.
3. An order is canceled after a product reservation.
A manager created an order, added products, and prepared it for shipment, but the buyer refused the purchase or did not confirm the order.
After the update, such an order can be closed without creating artificial deductions or payments for a sale that did not actually happen.
4. A client canceled an on-site visit after installation was approved.
An installation company prepared an order and added equipment and materials, but the client changed their mind before the work began.
After the update, the order can be closed as incomplete without deducting equipment that was never actually used and without accepting a payment that did not actually exist.
What Will Happen to Reports
We have also made sure that the new logic does not distort reporting and analytics.
After the update is released, dropped-off orders will not be included in the “Orders Profit” report. At the same time, we will add a new report for orders closed as dropped off, so you can easily review lost profit.
Unpaid amounts from unsuccessful orders will not be displayed as actual payments in financial reports.