Create and Process a Customer Return where the Exchange Items are worth more than the Return Items


This video explains how you create and process a customer return where the items being sent out to the customer are worth more than the items being returned. The customer will need to pay the difference. There are instructions below the video.


Create the Return

  1. Go to the original sales order.
  2. Green select item(s) to be returned.
  3. Click Actions.
  4. Click Create Customer Return Note.
  5. In the popup dialog box, click Yes then click Continue.
    1. This action will generate and open the return note.
  6. In the upper grid, use the Return Reason drop down box(es) to specify why each item is being returned and populate the quantity of each item.
  7. In the lower grid click +New.
  8. Select the item that the customer would like in exchange, in this case it is more expensive than the item they are returning.
  9. Click Save Return.

Process the Return

  1. Click Actions.
  2. Click Process Return.
    1. This action will generate a popup dialog box for you to confirm that a Credit Note and and Exchange Note will be generated.
    2. Clicking the Processing tab will allow you to see the status of the return process.
  3. Click Actions.
  4. Click Issue Credit Note, this will add the credit note to customer's statement and therefore available for use. 
  5. Click Actions.
  6. Click Allocate Credit Note to Exchange, this will be used in part payment against the item going out.
  7. Click Actions.
  8. Click Goto Exchange Note.
    1. This action will open the Exchange Note (This is the same as a Sales Order).
  9. Click the Payment tab.
  10. Click Edit.
  11. Click New to add a new payment line.
  12. Add payment details into the Sales Order Payments grid.
  13. Click Save Screen.
    1. This should now be treated in the same way as sales order.
  14. Go back to the Return Note by clicking the red X at the top right hand corner of the screen.
  15. Click Actions.
  16. Click Issue Return Note.

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