How To: Deal with Refunds and Returns following Go Live

This 'How To' details the steps required when a customer on your old system (who may, or may not, be on Khaos Control) is getting a refund, whether or not they are sending back items.

Before creating any returns, you need to configure the return reasons in System Data (see How To: Configure Return Reasons), as these will determine what the system will do with the stock items if they are returned.

Scenario 1 - Refund an Old Customer who may, or may not, be in Khaos Control

Old customer not on Khaos Control

  1. Create a new customer record; see How To: Create New Retail Customer.
  2. Create a credit note for the item relating to the refund required with the appropriate price; see How To: Create and Process a Manual Credit Note.
  3. Issue the credit note.
  4. Go to the customer statement and perform a manual refund; see How To: Refund a Credit Note via the customer statement.

Old customer is on Khaos Control, but the order is not

  1. Create a credit note for the item relating to the refund required with the appropriate price; see How To: Create and Process a Manual Credit Note.
  2. Issue the credit note.
  3. Go to the customer statement and perform a manual refund; see How To: Refund a Credit Note via the customer statement.

Old customer is on Khaos Control and so is their order, but payment details will not be available

  1. Find the existing order.
  2. Follow normal returns process, but make sure to choose a return reason which has a processing type of Stock Missing, for example Goods Damaged [Stock Missing/Write off]. No stock will be brought back.
  3. Once the credit note has been issued as normal, the refund will need to be performed manually on the customer statement ; see How To: Refund a Credit Note via the customer statement.

Scenario 2 - Customer is getting a refund but they are not sending back the items

The Old customer is on Khaos Control but their payment details are not available

  1. Find the existing order.
  2. Follow normal returns process, but make sure to choose a return reason which has a processing type of Stock Missing, for example Goods Damaged [Stock Missing/Write off]. No stock will be brought back.
  3. Once the credit note has been issued as normal, the refund will need to be performed manually on the customer statement.

Note: if the order was taken on Khaos Control, you should be able to process the refund automatically. The key is the return reason you select, as this dictates what happens to the stock.

Scenario 3 - Customer would like a part refund on an item but they are not returning the item

The order is on Khaos Control

Follow How To: Create and Process a Refund from a Sales Order. If the payment details are not on Khaos Control, you will need to perform a manual refund on the customer statement screen once the credit note has been issued; see How To: Refund a Credit Note via the customer statement.

The order is not on Khaos Control

Follow How To: Create and Process a Manual Credit Note and then How To: Refund a Credit Note via the customer statement.

Credit Notes

Manual credit notes can be created via the SP Ledger (How To: Enter a single line SP Ledger entry) instead of creating manual Credit Notes. This means you do not need to worry about what item to put on the credit note. The credit note will still need to be refunded via the customer statement screen; see How To: Refund a Credit Note via the customer statement.


See Also


Did you find this article helpful?