How to Process a Returned Adoption

This article outlines the steps to properly process a returned adoption in the system. Following these steps ensures the pet record, license status, and financial reporting remain accurate.

Step 1: Inactivate the Pet on the Pet Owner Account

1. Navigate to the Pet Owner (PO) account.

2. Locate the pet that has been returned and click on Edit next to the pet’s name.

3. Update the pet’s Status from Active to Removed.

4. Select the appropriate Removal Reason.

• For returned adoptions, choose “I could no longer keep my pet.”

5. Click on Save Pet Details.

6. Confirm you'd like the pet to be removed.

What to expect after saving:

• The removed pet will be highlighted in blue on the account, and the selected removal reason will be visible on the pet record.

  

Step 2: Cancel the License (If a License Order Was Processed)

If a license has already been created for the pet, it must be cancelled.

1. Open the pet’s profile.

2. Click on the license name hyperlink.

3. Change the license Status from Active to Cancelled.

4. Click on Save.

Once completed, the license will display as Cancelled on the account.

Step 3: Handle the Order Status (If Applicable)

If the Order is in Ordered or Complete - No Shipping Required status, it can be cancelled to prevent fulfillment.

• Contact the Administrator Support Team at [e-mail].

• Provide the following information:

  • Pet Owner ID

  • Order number

  • Reason for cancelling the order

This step is especially important for offline payments (payments made in person and not through DocuPet).
If the order is not cancelled, your organization’s financial reports will still reflect the payment as collected, even if no payment should be recorded.

Step 4: Refunds for Online Payments (If Needed)

If the order was paid through the DocuPet online system and a refund is required:

• Complete the Refund Request Form.

• Our team will process the refund within 1-2 business days.

• Any offline (third-party) payments collected by your organization at the time of purchase must be refunded internally by your organization.