Known Bug Issue: INVESTIGATION : Would like to be able to cancel a NR and have the option to generate a refund when it’s in ‘In Process’ status

[ozamani9gh]

Priority 3: Would like to be able to cancel a NR and have the option to generate a refund when it’s in ‘In Process’ status rather than only canceling externally while in ‘Draft’. It would be much faster than making a ticket and make less work for our IT team. (Frequency 100%) Time cost: approx. 30min~1hr/week

[ozamani9gh]

Update from Joshua:

• This is more of a ‘wishlist’ item, as I’m assuming it would be intertwined with the payment system, but it would significantly reduce time spent on refunds. • Piggybacking off this request would also be the ability to see detailed payment info (akin to the current ‘transaction history’, where staff are able to see and track the various system stages of refund requests to better assist clients with status updates. The ability to have a ‘refund’ option built within NAMEX would help staff as well.

[ozamani9gh]

Can a developer go through this process, confirm cancel works after we move an IN PROGRESS BACK TO HOLD AND THEN CANCEL.

We suggest putting the request "ON HOLD" then you can cancel the request.

@Mihai-QuickSilverDev can you confirm with Joshua/Jeff if this flow is ok.

[Mihai-QuickSilverDev]

Email sent to Joshua on June 28, 2024 at 9:20 AM: Priority 3: Would like to be able to cancel a NR and have the option to generate a refund when it’s in ‘In Process’ status rather than only canceling externally while in ‘Draft’. It would be much faster than making a ticket and make less work for our IT team. (Frequency 100%) Time cost: approx. 30min~1hr/week.

• This is more of a ‘wishlist’ item, as I’m assuming it would be intertwined with the payment system, but it would significantly reduce time spent on refunds.
• Piggybacking off this request would also be the ability to see detailed payment info (akin to the current ‘transaction history’, where staff are able to see and track the various system stages of refund requests to better assist clients with status updates. The ability to have a ‘refund’ option built within NAMEX would help staff as well.

This is a proposed business process adjustment approach, that requires no extra developer work:

• An NR that is already In Progress, you can put it in the ON HOLD state
• In this state the CANCEL button is available and the NR can be canceled

Our developers are investigating this option, as we speak, to determine if these steps would also trigger a refund.

[ozamani9gh]

@eve-git can you work with Brandon to make sure we cover all STATES that can be cancelled and a refund generated via the system.

Make a list of all states and confirm each one can either be cancelled by cancel button, then we can let Name Examiner know that there are some states that cannot be cancelled. (Approved, Rejected, Conditionally-approved, consumed, etc.)

[eve-git]

I believe it is fair to cancel an NR in the On-Hold state. For an NR in any other state requesting a refund, the state can be changed to On-Hold before canceling it.

For example, if an NR is approved but found to be a duplicate, an examiner can re-open the NR, place it on hold, and then cancel it.

What do you think @flutistar

[flutistar]

I agree with you @eve-git . As far as I understand, here are the cancellable and refundable states.

• Cancellable DRAFT

• Refundable DRAFT, APPROVED, COMPLETED, PARTIAL

Now, I am gonna update Namex API to be able to cancel NRs on Hold states.