Whether the home sold before photos were taken or the agent lost the listing, you have the ability to cancel an order and issue a refund to your client. You can cancel an entire order or cancel individual products within an order.
How to cancel an order
For step-by-step instructions with screenshots, see the Step-by-Step section at the bottom of this article.
Cancelling an Order
Step 1: Click the Sites tab.
Step 2: Search for the property.
Step 3: Scroll down to the order.
Step 4: Click the delete button for each item or select "Cancel All Undone Lines."
Step 5: Click the Site Activation tab.
Step 6: Click "Go" under Archived (Deleted).
Refunding to a Client's Credit Card
Step 1: Cancel the photography order.
Step 2: Click the pencil icon next to Paid (Card).
Step 3: Click "Refund Money."
Step 4: Enter the refund amount.
Step 5: Click "Refund."
Step-by-step
Cancelling an Order
Step 1: Click the Sites tab at the top of the page.
Step 2: Search for the property address you want to cancel and click the property to open its Site Summary page.
Step 3: Scroll down to the order you want to cancel. Note: If there are multiple orders on the property, the most recent order will appear at the top of the page.
Step 4: To cancel individual products, click the delete button on the far right of each line item. To cancel the entire order, click the "Cancel All Undone Lines" button.
Step 5: If applicable, you can delete the property after the order has been canceled. Click the Site Activation tab on the left-hand side of the page.
Step 6: In the Site Lifespan section, click the "Go" button under Archived (Deleted) to archive the property site.
Refunding to a Client's Credit Card
Step 1: Cancel the photography order.
Step 2: If you need to refund the client's credit card instead of issuing account credit, click the pencil icon next to Paid (Card). Note: By default, refunds are issued as account credit for future orders. Follow the remaining steps to refund the original payment method instead.
Step 3: In the Payment Details window, click the "Refund Money" button.
Step 4: The Amount to Refund will automatically display the full amount charged to the client's credit card. If you're processing a partial refund, enter the desired refund amount. Note: You cannot refund more to the credit card than was originally charged. If account funds were used for part of the order, only the amount charged to the credit card can be refunded. Any account funds used will automatically be returned to the client's account balance.
Step 5: Click the "Refund" button to process the credit card refund.
For any additional questions, our Support team is ready to help you!
Call: (509) 515-3338
Email: Support@HDPhotoHub.com
Or use the chat button in your account for live assistance.