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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How do you deal with c...
Microsoft Dynamics CRM (Archived)

How do you deal with cancelled orders?

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Posted on by Hussman 3,755

I don't understand this about Dynamics CRM.

A customer makes a purchase of a product: a Bike.

After the order is processed and an invoice has been issued and marked off as paid. The Customer then cancels his order, and the bike is sent back to the warehouse.

 

How do you track this in CRM? 

If I did a search in the CRM and looked at the orders placed by this customer; it would show as a successful sale. If this customer habitually did this, let's say purchased 1000 bike units. But cancelled all of them. CRM is still reporting that he is a top customer, when in fact he is a deadbeat.

Surely everyone using CRM is not using it as an XRM platform (I.e building all this in) is this not available out of the box?

In it's basic form: CRM works like this:

Lead > Opportunity > Quote > Order > Invoice [Paid/Unpaid]

How are other people managing this?

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  • Community Member Profile Picture
    Community Member on at
    RE: How do you deal with cancelled orders?

    You change the Order status to "Canceled". To deal with the invoice that has been paid, presumably you issued a credit note to the customer, in which case I would raise a negative invoice to balance out the transactions (ideally for a negative quantity as -1 bicycle at a positive price, so reports of volume of sales are also accurate as well as revenue values).

  • Community Member Profile Picture
    Community Member on at
    RE: How do you deal with cancelled orders?

    Hussman:

    I would create a workflow for the Invoice to change the status back to New

    Also I would make a workflow for Orders to change the status back to Pending.

    I would run them as an on-demand process.

    Hope this helps

  • Wayne Walton Profile Picture
    Wayne Walton 13,728 on at
    RE: How do you deal with cancelled orders?

    Well, the transactional system should be owning the actual order.  For CRM, the Order is closed at the step you mentioned it should be.  However, that should be synced to your ERP/transaction system which actually handles the order.  So if that order gets canceled, your integration should push the cancellation back to the order, changing its status form Won to Canceled.

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