To return an ESC, you need to return the item on the invoice and then add the item back to the order with no service contract attached.
(NOTE: if the item is on an open order still, all you need to do is uncheck the ESC and process the refund if a payment was taken)
Start by going to the customer’s Invoice, scroll down to the bottom and click the blue Return button.
(You can also quickly return the item from the quick action button from the list of orders on the right side)
(If you have multiple lines with the same model, make sure you return the correct SERIAL NUMBER)
Set the quantity on the items you want to return and click ‘Return’. Fill in why you are returning the item and click return one more time.
Click Generate Invoice to complete the return, select the serial number you are returning, and process the return.
Now you can add the same item back on the order, set the price to match, and give the refund for the ESC by taking the payment. Set the payment to negative with a - in front of the balance.
Now you can invoice the order again.