Process a Customer Return Where the Exchange Items Cost Less Than the Return Items


This video shows you how to create and process a customer return where the exchange items cost less than the return items and the customer is due a refund.
There are step by step instructions below the video.


To 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.
  7. In the lower grid click +New .
  8. Select the item you are going to send to the customer. In this scenario, the item going to be sent out to the customer is worth less than the item they are returning.
  9. Click Save Return .

To 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.
    1. This adds the credit note to the customer's Statement so that it can be used as a form of payment for the items being sent out to the customer.
  5. Click Actions.
  6. Click Allocate Credit Note to Exchange.
    1. This is used to pay for the items going out to the customer.
  7. Click Actions.
  8. Click Issue Return Note. 
The sales order containing the items being sent out in exchange, will then need to be processed and issued in Despatch.

Refunding the Credit Note

Once the sales order has been issued a credit note for the difference will be available to refund. To do this:
  1. Open the customer record or in the return click Actions. 
  2. Click Go to Customer Record.
  3. Click the Statement Tab.
  4. Select the credit note you have just created and then click Actions.
  5. Click Refund Payment or Credit.
  6. Follow the Prompts to complete the refund.

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