Accidental contract starts happen — a customer changes their mind, the wrong vehicle is selected, or the trip never actually begins. Fix billing errors, release vehicles, and keep your contract records accurate by canceling a started contract within 24 hours of the contract start time.
On Dealerware Web
To cancel a recently started contract, you must have the Edit Contracts permission enabled.
- Navigate to the Contract Details for the contract you wish to edit. You can reach Contract Details via the Contracts page or by looking at the contract history for a customer.
- On either the Overview tab or the Manage tab, scroll to the bottom of the page.
- Select the Cancel Contract button.
- A window will pop up in the center of the screen. Type in the Reason for canceling the contract.
- Type the word "CANCEL" in the text input box below the Reason.
- Select Confirm.
FAQ
Q: When can a contract be canceled?
A: A contract can be canceled within 24 hours of contract start. After that, the Cancel Contract button will be visible but inactive.
Q: Why can't I see the Cancel Contract button?
A: Ask your Dealerware Admin to add the Edit Contracts permission to your Dealerware employee profile.
Q: Can a canceled contract be re-opened?
A: Canceled contracts can't be re-opened. The risk of accidentally canceling a contract is minimal as a user needs to provide a reason for the cancelation and to type the word “cancel” to complete the action.
Q: Where can I see a canceled contract?
A: Canceled contracts will appear on the Customer Profile under the Contracts tab. If the contract was canceled today, it will appear on the Contracts page in Dealerware Web under the Finished Today filter.
Q: Where can I see who canceled a contract?
A: You can view the name of the user that canceled the contract, the date and time of the cancelation, and the reason provided on the Overview tab of the Contract Details under the Notes section.
Q: What billing logic follows cancelling a contract?
A: Any pre-authorization hold that was placed on the customer’s credit card/debit card will be removed. Any charges that were billed to the customer during the contract period will be refunded.
Q: Is this feature available in the mobile app?
A: No, this is a Dealerware Web feature only.