How To: Create a refund for an order or item before it has been issued

• Method One: Keep the documentation. This preserves the Sales Invoice, Return and associated audit trail.
• Method Two: Delete the documentation. This removes the Sales Order documentation before refunding the payment.

Note: For direct exchanges, move the Sales Order item from the upper grid to the lower grid using the direct exchange button. This preserves the original selling price and discounts.

Method One: Keep the documentation

1. Adjust the unavailable item into stock. See How To: Adjust Stock Levels for a Single Item.
2. Open the Sales Order and assign the stock to the order:
   1. Select the stock item.
   2. Right-click and select Stock Assignment | Assign Stock to Current Item.
   3. Click Yes when the warning appears.
   The stock is assigned to the order and the line will no longer be displayed in pink.
3. Add an extended stock description to explain that the item is unavailable and has been refunded. For example:
   Out of stock. Please see the refund note. Your card has been refunded for the value of this item.
   See How To: Add Extended Stock Descriptions.
4. Issue the Sales Invoice.
5. Immediately create a Return for the unavailable item. See How To: Create a Return.
6. Select an appropriate Return Reason, for example Out of Stock - Refund, with a Processing Type of Stock Missing (Write Off).
7. Attach the Return Note to the order paperwork so the customer can clearly see that the unavailable item has been refunded.

Method Two: Delete the documentation

Important: The Sales Order must be in an editable stage within the Sales Invoice Manager before you can make these changes.

Delete the payment from the Sales Order

1. Open the Sales Order screen. See How To: Open a Sales Order screen.
2. Use the filters to find the required Sales Order.
3. Double-click the Sales Order to open it.
4. Go to Sales Order | Detail | Payment.
5. Press Alt+E or click Edit.
6. Select the payment line.
7. Click Delete Payment above the payment grid.
8. Save the Sales Order.

Delete the Sales Order

1. Click Delete to delete the Sales Order.
2. Enter the reason for the deletion or cancellation and click OK.

   Note: By default, you can enter the cancellation reason as free text. A cancellation reason can alternatively be selected from a predefined list maintained in System Data | Cancellation Reasons where this has been provided through custom development. Custom development may be chargeable.

3. Click Yes when asked to confirm the deletion.

Refund the card payment

1. Open the Customer screen. If you need help, see How To: Open a Customer screen.
2. Load the required customer and go to Customer | Detail | Statement.
3. Right-click in the left-hand grid.
4. Select Refund | Refund Credit Note or Payment (automatic).
5. In the Refund dialog, enter the required details, including:
   • the amount to refund
   • the bank account to use for the refund
6. Click OK.
7. Click Yes in the Confirm dialog.
8. Click OK in the Information dialog.