Customers may not always be satisfied with the products that they receive. For example, they may be faulty, the incorrect color or the wrong size. Depending on your return policy, you choose whether to allow the items to be returned. 

If you decide to grant the return, there are two steps: firstly, issue a Return Authorization to the customer, and second, credit the customer's account once you receive the goods. 

There are 2 ways to issue an RA: Through the customer's original order OR creating a brand new return which is not linked to an order.

Step-by-step guide

Step 1 - Issuing Return Authorisation to Customer 

1. Click on the menu arrow, and click on Sales

Open

If you're returning through NEW RETURN:

Enter the Sales module. Select the red NEW RETURN button in the top right corner.

Open

If you're returning through a customer order:

Open the original Sales Order. Select the red CREATE RETURN button at the bottom right of the screen.

There is a checkbox to automatically load the SO QTY into the return. In most cases, you can check this and then click Create RA.

You have the opportunity to delete specific items you don’t want included in the return once the RA is created.

3. The Return screen will open. The Customer drop down box located on the upper left of the screen is a mandatory field.

Select the customer that is requesting to return an item or items. Complete the other fields as required.

4. If you created a NEW RETURN, open Product Search on the opposite screen. Return screen should be open on one side, and the Product Search Screen on the other.

Search for the styles you wish to return, and then click and drag the relevant style or styles onto the Return Screen.

Enter the Quantity you wish to return in the white box underneath the relevant size.

If you created a return through a customer sales order then all your details should appear automatically. You can adjust the qty and style details as you need. 

5. Fill in the following fields. Including the location for the customer to return the item(s), the warehouse it will be returned to, the reason and sub-reason for the return and any comments. All the drop down lists are configurable in Settings, refer to Customising Return Settings for more details.

Drag as many items onto the return as you wish, when you're ready, proceed to step 6.

6. Click the Generate RA button. This will will generate a Return Authorisation ID for the system, so there is a record of the return.

It will also produce a document that you can keep and/or give to the customer as a record of the transaction.

The customer can reference this number when the goods are returned, and you can enter this number into the system, view the return details and easily apply credit to the customer's account.

Step 2 - Crediting the Customer's account upon arrival of item(s)

Once you receive the items from the customer, you will want to generate a credit note for them. 

1. Open the Sales module

2. To search for a return, go to Type drop down, select Return and click search. This will retrieve all return authorisations. If you want to narrow the search, enter information in another search field such as Customer then click Search.

3. Once you locate the relevant Return, click the + button to open it.

4. Now that it is open, you will notice a tab called Credit Note click on that.

5. You can then click Auto Fill with RA QTY to automatically pull the RA QTY

Otherwise if the qty is slightly different you can manually override the qty by clicking into it and entering the qty that you want.

Alternatively, if every item needs to be auto-filled, select RA QTY and that should automatically populate the RA QTY.

6. Click the GENERATE CREDIT NOTE button to generate the credit note.

If you need to add an extra item on the credit note, you can click ADD EXTRA and fill in the price. 

7. The credit note should automatically appear which you can then save, print or email out to your customer.

Automatically, as a result of the credit note being generated, the credit amount will be available for the customer in the Accounts screen, specifically the Receive Payments screen. When making a payment against an invoice, the customer can choose to utilise that credit in the transaction or leave it for a later time.

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