When using the Titus Pay-at-Close payment option, cancellations require a few additional steps to ensure everything stays aligned between your HDPhotoHub order and your Titus account. Because refunds processed in Titus do not currently sync back to HDPhotoHub, cancelling an order in HDPhotoHub alone can result in unintended Account Funds being issued to the Client. This article will walk you through the correct process to issue the refund in Titus, cancel the order, and accurately reconcile the transaction within HDPhotoHub so your records - and your Client’s balance - remain correct.
How to cancel a Titus Pay-at-Close order
Click the steps below for a detailed walk-through:
Step 1: Refund the Titus payment
Step 2: Go back to HDPhotoHub
Step 3: Pull up the order
Step 4: Click to cancel each item or 'Cancel all Undone Lines'
Step 5: Click 'Add a Product Line'
Step 6: Choose 'Custom Product' and enter 'Refund via Titus'
Step 7: Enter Amount to match Titus payment amount
Step 8: Mark line as 'Done'
Step-by-step:
Step 1: In your Titus account, process the refund for the Titus payment. If you are unsure how to do that, here are some step-by-step instructions.
Step 2: Now that the refund has been processed in Titus, go back to your HDPhotoHub account.
Step 3: Pull up the site and 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 cancel 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: Now that the order has been cancelled, you will notice that Account Funds have been added to the Client's account. You want to make sure that you offset this credit since the payment has been refunded in Titus. To do this, click the 'Add a Product Line' button.
Step 6: In the product drop-down, choose the Custom Product option and enter 'Refund via Titus' as the product name. Note: you do not have to use this exact product naming - this is just a recommendation.
Step 7: In the Amount field, enter the amount to match the Titus payment amount. This will ensure that the Client doesn't get Account Funds added to their account for this cancelled order.
Step 8: You can now mark the offset line as 'Done' and archive the site, if needed.
For any additional questions, our Support team is ready to help you!
Phone/Text:- 509-515-3338
Email: Support@HDPhotoHub.com