# Cancel an order or reject a quote

> Reject a quote or cancel an order with a reason, see who can do it and what to do when the ERP has already imported the order.

Source: https://vendria.com/en/ajuda/cancelar-ou-rejeitar-uma-cotacao

## Where to find it

Reject and cancel are on the document's page: in the menu, under **Quotes**,
open the document and click **Other actions**. Both actions are at the end of the
menu, in red:

- **Reject**: "archives the quote, with the reason". It appears while the document
  is still a **quote** (**Draft**, **Waiting**, **Awaiting customer
  approval** or **Expired**).
- **Cancel order**: "cancels the confirmed sale, with the reason". It appears
  after it has become an **order** (**Confirmed** or **Exported**).

The two never appear at the same time: **Cancel order** takes the place of
**Reject** when the quote is confirmed.

## Who can reject or cancel

Whoever can confirm a document can also reject or cancel it, from the
same menu:

- **The administrator**, on any document of the stores they manage.
- **The company's seller**, on the documents they open. You do not need to be an
  administrator to cancel an order.
- **In a rep agency**, the sales rep cancels and rejects the documents that
  appear for them in **Quotes**: their own, the ones the supplier built on behalf
  of the rep agency and the orders with no owner, when they see the queue. A
  colleague's document is left out; the Partner and the Administrative member also reach the team's.
  All within the stores the rep agency serves.
- **The buyer** sees neither action. To turn down a proposal, they
  reply to the seller, and the seller rejects it. See [Conferir a proposta do fornecedor, e como aceitar, pedir mudança ou recusar](/ajuda/conferir-e-confirmar-a-proposta).

If the document belongs to a store you do not manage or, in a rep agency, belongs to
a colleague, the actions do not appear for you. Ask whoever handles it.

## There is no deleting a quote

Vendria does not delete quotes or orders. Rejecting and cancelling **close** the
document and take it off the work list, but it still exists, with its number,
items and history. To find it, in the **Quotes** list, use the **All,
including closed** status, or **Rejected** / **Cancelled**.

The exception is the quote you are building through the conversation with Dri: if you
remove all its items while it is still a **Draft** and has never been sent
to the customer, it is deleted. Once the document leaves draft or goes to the
customer, Dri keeps the document and answers with the path through its page:

- on a **Waiting** quote that was never sent to the customer, she removes individual
  items, and a request to remove all of them she sends back to **Reject**;
- on a quote already sent to the customer, while the version they have in hand is valid
  (including **Awaiting customer approval**), no item comes out through the
  conversation, not even one: Dri sends the quote link for you to open and change
  there; on the first change it goes back to editing and the version that is with the
  customer stops being valid. If the customer has already accepted that version, it does not go back
  to editing,
  and the path Dri points to is **Duplicate**, which creates a new quote with the
  same items;
- on an **Expired** quote, the same way: open it and change it, and it goes back to
  editing;
- on a **Confirmed** or **Exported** order, the items do not change through the conversation,
  and giving up on the order is **Cancel order**;
- a **Rejected** or **Cancelled** document no longer changes: if the sale is still going to
  happen, the path is a new order.

**Reject** and **Cancel order** belong to whoever can confirm the document (see
above). If the option does not appear for you, ask whoever approves the store's quotes.

If what you want is to take out of the numbers a document that was never a real
sale, ask the administrator to mark it as a test: the seller does not see that
option. See [Mark a quote as a test](/en/ajuda/marcar-cotacao-como-teste).

## How to reject a quote

1. Open the quote and click **Other actions**.
2. Choose **Reject**. The **Reject <number>** window warns: "This action cannot
   be undone. The quote will be archived and removed from the default list."
3. If you want, write the reason in the **Reason (optional)** field, for example
   "Customer gave up, price not accepted".
4. Click **Reject**. The **Quote rejected** message confirms it.

Use reject when the customer said no, or when the quote is not going ahead.

In a purchase with orders from several stores, **Reject all** rejects at once
those not yet confirmed. See [The purchase page: confirm, reject and add stores all at once](/en/ajuda/a-pagina-da-compra-acoes).

## How to cancel an order

1. Open the order and click **Other actions**.
2. Choose **Cancel order**. The **Cancel <number>** window warns: "This action
   cannot be undone. The order will be cancelled and removed from the default list."
3. If you want, write the reason in the **Reason (optional)** field, for example
   "Customer gave up, order error".
4. Click **Cancel Order**. The **Order cancelled** message confirms it.

The reason is optional in both actions, but it is worth writing: it is what explains later,
to whoever opens the document, why the sale stopped.

## ⚠️ Cancel an order that has already gone to the ERP

When the store sends orders to the ERP, the cancellation checks where the order is there
before cancelling here:

- **Still in the ERP import queue**: Vendria removes the send from the queue and
  cancels. The order never gets into the ERP.
- **Already imported by the ERP**: the order is real in there and Vendria cannot
  undo it. The cancellation happens only here, and the order stays standing in the ERP:
  cancel it in there too.
- **Removing it from the queue failed**: the cancellation is **rejected**, so as not to let
  the order get into the ERP after being cancelled here. The error message says which
  send did not go out; try again later.

The success message on screen is just **Order cancelled**, in the first two
cases. It does not say whether the order was already imported. That is why, before cancelling,
look at the ERP part of the order page: "In the ERP import queue." means
Vendria still removes it; an order number in the ERP, or a state
like **In the ERP, no invoice**, means it has already got in there and needs to be
cancelled inside the ERP too, with that number.

See [When the confirmed order doesn't get into the ERP](/en/ajuda/quando-o-pedido-confirmado-nao-entra-no-erp).

## What happens after rejecting or cancelling

- The document goes to **Rejected** or **Cancelled** and leaves the default list.
- If you wrote the reason, it appears on the document itself, on the
  **Rejection Reason** or **Cancellation Reason** card, and also on its row
  in the list.
- The customer and the seller stay the same; nothing is deleted.
- A rejected or cancelled document does not go back to being a quote or an order on screen.
  To sell the same items again, use **Duplicate**, which creates a new quote
  from it. See [Duplicate and revise a quote](/en/ajuda/duplicar-e-revisar-uma-cotacao).

## Rejecting, cancelling and deleting the customer

A **Cancelled** document counts as a purchase: it prevents deleting the customer, who
can then only be deactivated. **Rejected** quotes do not prevent it, and are
deleted along with the customer if it is deleted. See [Desativar ou excluir um cliente](/ajuda/desativar-ou-excluir-um-cliente).

## Common questions

**How do I cancel an estimate?** If it is still a quote, the path is **Reject**,
in **Other actions**, on its page. **Cancel order** only appears after the
quote has been confirmed and became an order.

**Can the seller cancel an order?** Yes, on the documents they can decide on,
from the same **Other actions** menu. It is not an administrator-only action.

**Why don't I see Reject or Cancel order?** The document is already in a status
without that action (cancelled or rejected), or it is outside the documents you can
decide on, like one from a store you do not manage or, in a rep agency, a
colleague's.

**Can I cancel through Dri?** Only the quote you are building with her, and
only while it is a **Draft**, before the first send. When you remove
all the items from that quote, Dri deletes it and answers *All items
removed. Quote cancelled.* If the document has already left draft or been
sent to the customer, it stays whole, and Dri tells you the path through its page. Rejecting a
quote or cancelling an order Dri does not do through the conversation: do it on the
document's page, in **Other actions**.

**I cancelled and the order is still in the ERP. Now what?** It had already been imported
before the cancellation. Cancel it inside the ERP, with the order number that appears
in the ERP part of the page.

**Where did the quote I rejected go?** In the **Quotes** list, status
**Rejected** or **All, including closed**.

**Can I delete a quote made by mistake?** Not on the page. Reject it, or
ask the administrator to mark it as a test if it should not count in the numbers.
In the conversation with Dri, the quote you are building is deleted when you
remove all its items, while it is still a draft and has never been sent.