When a part is never going to arrive
Cancel the line, tell the customer honestly, and decide between an alternative, a refund or returning it unrepaired.
Discontinued, back-ordered indefinitely, or a supplier that has stopped replying. It happens, and the worst version is the job quietly sitting in Blocked for two months.
Cancel the line
Parts → Orders → Cancel line. The job comes out of Blocked and lands in Booked with a note explaining why, so it is visible again rather than parked.
Then pick an ending
- An alternative part. Raise a new order against the same job. Tell the customer the price if it changes — before ordering, not after.
- Return it unrepaired. Move the job to Done with the outcome set to Returned unrepaired. The collection message says so plainly, and no charge is raised.
- Refund a deposit. If a deposit was taken, refund it from the job's money tab. It goes back the way it came.
Say something either way
A job that has been blocked for more than two weeks prompts you to message the customer. Take the prompt. People forgive a delay they were told about and remember one they discovered.