Loss & Damage Orders
A Loss & Damage (L&D) order bills a customer for items that went out on a rental order and never came back, or came back broken. It's a separate order from the rental it came from, priced at each item's Replacement Price instead of its rental rate.
Keeping the L&D charges on their own order means the original rental order still reads as a rental — its weeks, its discounts and its returns are all untouched — while the replacement charges carry their own prices, their own statuses and their own line on the invoice.
The video only covers creating an L&D order from selected line items. That's the most common way, but there are four, listed below.
Step 1: Mark the Line Items Lost or Damaged
An L&D order is built from line items that are already in Lost or Damaged status, so mark them first.
Don't click Return on these line items. Instead, open the line item, set its Status to "Lost" or "Damaged", and click Save. You can also set the status on several line items at once with Bulk Actions → Edit Selected Line Items.
See Returning Line Items for all the ways to change a line item's status.
Updating the Inventory Item
When you mark a line item Lost or Damaged, Propcart asks whether you also want to update the parent inventory item:
- Lost → "Lost" condition and "Retired" visibility
- Damaged → "Damaged" condition and "To Review" visibility
Click Update to keep the inventory in step with reality, or No to leave the item alone. If you later change the line item back out of Lost or Damaged, Propcart offers to restore the item to your default condition and "Public" visibility.
If only some of a line item was lost — 2 of 5 chairs, say — open the line item, click Menu → Split Line Item and split off the lost quantity first. Then mark only that line Lost. Splitting is only available when the quantity is greater than 1.
Step 2: Create the L&D Order
Automatically, from the Create L&D Order? prompt
Propcart pops up a Create L&D Order? prompt listing every lost and damaged SKU on the order when:
- every line item on a rental order is accounted for and at least one of them is Lost or Damaged, so the order moves to "Returned with L&D" status, or
- you set line items to Lost or Damaged with Bulk Actions → Edit Selected Line Items.
Click Create L&D Order and it builds the order for you from every Lost and Damaged line item on the order.
This prompt only appears once per order — if the order already has an L&D order, Propcart won't ask again, since the prompt would bill the lines on the first L&D order a second time. To bill items that go missing after that, select just those line items and use New Order from Selected Line Items to put them on a new L&D order.
If any line item also came back late, the order goes to "Returned Late" status instead of "Returned with L&D", so the prompt won't appear on its own and there's no New L&D Order button. Use one of the manual methods below.
From the New L&D Order button
On an order in "Returned with L&D" status that doesn't have an L&D order yet, the New L&D Order button appears next to the order's primary button, whether or not the order has been invoiced. It opens the same prompt.
From selected line items (the most common way)
This is the method in the video, and the one to use when you want to choose exactly which lines get billed — including lines lost after the order already has an L&D order.
- Select the line items in Lost or Damaged status.
- Click Bulk Actions → New Order from Selected Line Items.
- Set
New Order Typeto "Loss & Damage". - Click Create Order, then Go to New Order.
The New Line Item Status field doesn't matter here. Every line item on an L&D order is forced to "Loss & Damage" status regardless of what you pick.
From an Account, across several orders
If a customer lost items on more than one order, you can bill them all on a single L&D order. Open the Account, go to its line items, filter to the Lost and Damaged ones, select them, and choose Bulk Actions → New L&D Order from Selected Lines.
The resulting order is titled "L&D for multiple orders", and each source order gets a link to it.
From the New Order button
You can also start an L&D order from scratch with the New button and set its Type to "Loss & Damage". This is rare — it means typing in the account and searching for each item by hand — but it works, and any item you add is priced at its replacement price.
What the New Order Looks Like
Title. "L&D for Order #50006: original title". Orders built from an Account are titled "L&D for multiple orders". An L&D order made from an Extended Rental takes its title and order number from the original rental the extension came from.
Parent link. The order's Summary shows a Parent row linking back to the original order, and the original order shows a Loss & Damage row linking forward to this one. An L&D order made from an Extended Rental links back to the original rental, and is listed on both the extension and the original.
Price. Each line item is billed at quantity × replacement price. There's no billable duration, no weekly discount schedule and no multiple — a lost item is sold once, not rented for a number of weeks.
No Return Date. L&D orders have a single Date field rather than a Pickup Date and Return Date, since nothing is coming back. Every L&D order is created in Draft status, dated the day you create it, with no return date. You can change the date.
No discounts. The account's rental and sales discount percentages are set to zero on an L&D order. If you want to discount a replacement charge, change the price on the line item.
Line item status. Every line is in "Loss & Damage" status, and its Private Notes record where it came from — "Lost from Order #50006" or "Damaged from Order #50006".
Statuses. L&D orders only use three of the order statuses: Draft, Sold and Canceled.
The original order is untouched. Unlike an Extended Rental, creating an L&D order does not return or alter the line items on the original order. They stay Lost or Damaged there.
Adjusting the Price
The L&D Price field on an L&D line item default's to that item's replacement price. To change it, open the line item, edit the price and click Save.
Editing it there only changes this order. The inventory item's replacement price is left alone, so the next customer who loses that item is still quoted the full amount.
If you do want to correct the inventory item itself — the replacement price on file was simply wrong — click the Update inventory item price icon button next to the field's label. Propcart shows you the item's current replacement price and asks before writing the new one.
Replacement prices are usually a multiple of the rental price — often 10×. You can set a Replacement Price Multiple in your Inventory Settings so replacement prices keep themselves up to date. See Pricing.
Invoicing the L&D Order
An L&D order starts in Draft status, and a Draft order can't be added to an existing invoice. This trips people up: the order won't appear as an option on an existing invoice until you move it out of Draft.
To bill it on the same invoice as the original rental, first open the L&D order and click Mark as Sold. Then open the invoice and add the L&D order as another line. It appears as its own line on the invoice, priced at the replacement total.
To bill it on its own invoice, go to the L&D order's Billing tab and click Create Invoice. This works in Draft, so you don't have to mark it Sold first — Propcart asks "Mark order as sold?" as part of creating the invoice. Clicking Mark as Sold there sets the order to Sold; its line items keep their "Loss & Damage" status and replacement prices.
An order can only be added to an invoice when its Purchase Order and tax region match the invoice's. A new L&D order starts with a blank Purchase Order, so if the invoice has one, copy it onto the L&D order's Billing tab first. If the L&D order isn't selectable even though it's Sold, check those two fields on both records.
A Draft L&D order is never canceled automatically by the Cancel Pending Orders After Pickup Date setting in your Order Settings, so it waits in Draft until you bill it. The DRAFT L&D ORDERS panel on your Dashboard lists them; turn on Hide Draft L&D Orders? in your Dashboard Settings to hide it.
On an invoice or order that mixes L&D lines with ordinary ones, the replacement charges are totalled separately — as L&D Cost in the Order Summary, and as a Loss & Damage Subtotal on the invoice PDF.
Things to Watch Out For
Don't duplicate an order to make an L&D order. A duplicate is an independent order with no link back to the original. Use one of the methods above instead.
You can't change an order's type to or from "Loss & Damage". The Change Order Type menu action refuses it, because the two types price their line items from different fields. Create a new order from the selected line items instead.
Deleting or canceling the original order deletes or cancels its L&D order too. Propcart lists the linked orders and asks before going ahead. It refuses if a linked L&D order has a payment or has been invoiced, so clear the payment or remove it from its invoice first. An order that has an Extended Rental can't be deleted at all. An L&D order built from an Account is linked to every source order, so deleting any one of them deletes it.
L&D line items don't hold inventory. They carry no return date and create no booking conflicts, so putting an item on an L&D order never blocks anyone else from renting it.