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RO Won't Close

The work is done and the customer is ready to pay, but OverDrive won't let you close or invoice the RO.

You'll see this when

  • Go to Payment doesn't take you through, or the close errors out instead of generating the invoice.
  • The RO stays open after the balance is paid instead of flipping to REPAIR ORDER CLOSED.

Nearly every one of these is something still open on the RO — a part, a technician, a mileage field, or a job the customer said no to. Work the four checks below in order.

Keep the line moving

Take care of the customer first. Nothing below needs them standing at the counter:

  • If the vehicle is finished, hand the keys over. A stuck close is a paperwork problem, not a reason to hold the car.
  • If they're ready to pay, take the payment as normal. Payments apply to an open RO, and the invoice generates once the RO is clean.

Then work the checks and finish the close.

Fix it

Walk these in order. Fix what you find, then try the close again.

  1. Every ordered part is Received or Returned. Check each part line's status on the RO. Anything still sitting at Ordered or Partially Received holds the close:
    • The part came in — click the line's Ordered status and pick Receive. See Receiving Parts.
    • The part went back, or the tech never used it — click the status and pick Return. See Returning Parts.
  2. Every Job has a technician assigned. Open each Job on the RO and confirm Technician is filled in. A Job left blank when the work was scoped still needs the tech who actually did it. See Creating an RO.
  3. Mileage In and Mileage Out are both filled in and correct. Mileage In is what the vehicle arrived with; Mileage Out is what it leaves with. Read them off the dash rather than guessing — a blank field or a digit short holds the close, and the mileage on the RO is what gets reported to CARFAX. If a wrong number already went out, see Fix a CarFax Record.
  4. Every declined service is transferred off the active RO. Anything the customer said no to or deferred belongs in Declined Services or Recommended Services — not on the active RO. Use Transfer Job on the line to move it. See Declining and Transferring Jobs.

Escalate

If the RO still won't close after all four checks, post in the store's OverDrive support channel. Include:

  • The RO number and the vehicle
  • Which checks you ran and what you found
  • A photo of the screen, error message included

Learn the flow

Closing an RO — the full close, review through invoice. The part statuses behind check 1 are on Outside Purchases; the transfer in check 4 is on Declining and Transferring Jobs.