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Handle a customer return

Use this workflow when a customer returns items and needs credit against an invoice. The return records the items received. The credit note records the financial adjustment.

Record the return​

  1. Open Sales > Invoices.
  2. Find the issued invoice.
  3. Select Create sales return.
  4. Examine the copied customer and item lines.
  5. Enter the returned quantities.
  6. Remove lines for items that the customer does not return.
  7. Select Condition and Destination for each line.
  8. Select Save draft if you will continue later.

You can also start a return from a sales order or Sales > Returns. See Returns for the complete procedure.

Receive the returned items​

Receiving adds the returned quantities to stock at their selected destinations. Each line needs a destination, including damaged and scrap items. The condition determines the line's inventory status.

  1. Examine the quantities, conditions, and destinations.
  2. Select Save & open in the draft form.
  3. After the items arrive, select Receive in the return list.
  4. Make sure that the return shows RECEIVED.

Receiving the items does not automatically credit the invoice.

Create and issue the credit​

  1. Open More sales return actions for the return.
  2. Select Create credit note, when available.
  3. Examine the customer, source, currency, quantities, and prices.
  4. Enter the correct prices where a copied price is zero.
  5. Do a check of tax and the total.
  6. Select Save and issue.

See Credit Notes for source options and credit rules. Issuing the note creates available credit.

Apply the credit​

  1. In Sales > Credit Notes, select Apply for the issued note.
  2. Select the invoice.
  3. Set Applied on and enter Amount.
  4. Select Apply credit.
  5. Examine the invoice's outstanding balance and the note's remaining credit.

The invoice must have an outstanding balance and the same customer and currency as the credit note. Follow Apply credit to an invoice for the amount limits. Applying credit does not pay money to the customer.

When the return work is complete, select Close on the received return.