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

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

Overview  

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.



Usage

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.

    • Related Articles

    • The Returns Process(es)

      Overview This article is broken down in to the different ways of creating a return, the different types of return and refunding the sale if needed. Creating a new Customer Return How To: Create a New Customer Return How To: Add Stock Items to a ...

    • Process Customer Returns Using Sites

      Overview This video shows you how to process customer returns and quarantine stock using sites. There are instructions below the video. Note before you use this option, you will need to setup additional sites, for example Quarantine for the items ...

    • Create a Customer Return without an Exchange

      Overview This video explains how to create and process a customer return where the customer doesn't want any items in exchange, therefore a credit note will be created. A step by step guide can be found below the video. Steps Open the original Sales ...

    • Create a Customer Return With Refund

      Overview This video explains how to create and process a customer return where the customer wishes to have a refund. Step by step instructions can be found below the video. Steps Open the original Sales Order. Green select the item(s) to be returned. ...

    • Create a Customer Return With Like-for-Like Exchange

      Overview Sometimes you may wish to perform a like-for-like, or direct, exchange in KCC. Usage Create the Return Go to the original sales order. Green select item(s) to be returned. Click Actions. Click Create Customer Return Note. In the popup dialog ...