How To: Process a Return where the Value of exchange items is greater than return items

The following procedure describes how to process a return where the value of the exchange item is greater than the return item so the customer will owe you money:

  1. Create a new return or load an existing return:
    1. Open an existing return:
      1. Open the Returns screen (show me how).
      2. Find and open the relevant Return.
    2. Create a new return:
      1. From the original Sales Order
      2. From the Customer Record
      3. From the Returns Screen
  2. Find and open the relevant return.
  3. Click on .
  4. Click the BtnRtnIssue.jpg button in the Credit Note pane.
  5. Click the BtnRtnCredit.jpg button in the Exchange Note pane.
  6. Click the BtnRtnGoTo.jpg button in the Exchange Note pane.
  7. Go to the [ Payment ] tab.
  8. Press Alt+E or click the green triangle icon is the buttonbar's EDIT button to enter edit mode.
  9. Click the Manual Payments checkbox above the payment grid.
  10. Click BtnNewItemX.jpg to add a new line.
  11. Enter the additional payment amount and method (filling in credit/debit card details if necessary).
  12. Press Ctrl+S or click the disk icon is the button bar's SAVE button to save.

Writing Off the Additional Amount

If the additional amount is to be written-off, a credit note will need to be created against the customer, issued and then applied to the exchange sales order: This is achieved as follows:

  1. Create a new sales order against the relevant customer.
  2. Change the Type to Credit note.
  3. Turn the delivery filter off.
  4. Add the stock item that is used for refunds (often set up as a miscellaneous non stock controlled item via the stock screen with a value of zero – see How To: Use Miscellaneous Stock Items).
  5. Enter the value of the write off against the stock item.
  6. Check the Order Total is the value of the write-off (check that VAT is or is not included, as required).
  7. Press Ctrl+S or click the disk icon is the button bar's SAVE button to save.
  8. Issue the Credit Note in the Sales Invoice Manager.
  9. Open the Returns Exchange Sales Order.
  10. Move to the [ Payment ] tab.
  11. Tick the 'Manual Payments' checkbox.
  12. Click BtnNewItemX.jpg to add a new line.
  13. Click on the new line.
  14. Drag and drop the credit note (from the credit notes tab under the payment lines) onto the new line.
  15. Press Ctrl+S or click the disk icon is the button bar's SAVE button to save and process the exchange sales order as normal.

Note: in order for extended descriptions to be copied over to the new credit note, you must tick the Copy Extended Description checkbox from the returns screen before clicking the button.

See Also


Did you find this article helpful?