How To: Create a Sales Return for an item that has been incorrectly picked

Where an incorrect stock item has been sent out to the customer as a result of an incorrect pick, the system has adjusted the stock level of the item on the sales order. This means that if you were to carry out a stock take the stock levels for the stock item listed on the invoice will be up and the item incorrectly sent out will be down.

To rectify this a direct exchange return needs to be created from the original sales order.

  1. Open a Sales Order screen (show me how).
  2. Find and open the Sales Order which contains the item to be returned.
  3. Select the item lines which are to be returned.
  4. Click on the Return button button.
  5. Click Yes to the create return for selected item(s) dialog box.
  6. Type the quantities for the goods to be returned into the upper grid.
  7. Enter the Return Reason using the F4 for example Incorrect Pick.
    Note: this must have a processing type of Return to Stock.
  8. Click on the down arrow to the top left of the bottom grid as the return is being treated as a direct exchange.
  9. In the information popup click on Yes.
  10. Use the check boxes to credit the original delivery, and/or charge delivery on the exchange as required.
  11. Check the Move Stock On Process check box if required:
    • If ticked the levels of the stock being returned and any stock being sent out will be adjusted when the Process into Credit/Exchange button is pressed.
    • If not ticked the levels of the stock being returned and any stock being sent out will be adjusted when the return is issued.
  12. Check the invoice address is correct by moving to the Invoicing tab.
  13. Check the delivery address is correct by moving to the Delivery tab.
  14. If using extended descriptions then tick the Copy Extended Descriptions checkbox.
  15. Add Notes, if required, in the Notes tab.
  16. Press Ctrl+S or click the disk icon is the button bar's SAVE button to save the Sales Return


  • It is useful to add an extended description or Note on the [ Notes ] tab mentioned the incorrectly picked item they will be returning or writing off (assuming it is not worth being returned due to it being too low value or perishable).
  • If the item sent out incorrectly is not being returned, then either adjust it out (see How To: Adjust Stock Levels for a Single Item) or write it off (see How To: Write Off Quarantined Stock Items) with the appropriate reasons. To help tracking ensure that all staff handling returns use the same procedure.

To complete the processing of the exchange:

  1. Click the button.
  2. Click the BtnRtnIssue.jpg button in the Credit Note pane.
  3. Click the BtnRtnCredit.jpg button in the Exchange Note pane.
  4. A dialog box will open confirming that you wish to assign the credit note to the exchange note, click 'Yes'.
  5. To mark the Return as complete i.e. Once the Exchange Note has been dispatched. Click the BtnRtnIssue.jpg button.

See Also

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