Sales Return

Overview

Your customer may decide to return goods for different reasons. If you decide to register a sales return, create a Sales return document. This document is available by default. If you want to plan such return, you can enable the Sales return request document.

Enabling Sales Return Requests

To enable sales return requests:
  1. Go to Master data and settings > Sales.
  2. Under Wholesale, select the Return requests checkbox.

Creating Sales Return Requests

There are two ways to register a Sales return request: from scratch or based on another document.

From Scratch

  1. Go to Sales > Sales return request.
  2. Click Create > Sales return request.
  3. On the Main tab, specify the required information, such as Counterparty, Terms of sales, Company, Warehouse, and other.
  4. Select the compensation type:
  • Exchange goods
  • Refund immediately
  • Refund with credit
5. Click the Payment hyperlink if the refund is applicable.
6. In the Payment rules window, check if the AR/AP accounting field and the Payment schedule are filled accordingly with the customer terms of sales.
7. Specify an account type in the Payment method field if the customer has certain preferences for payment methods.
8. Choose a certain account. The default value is Any.
9. Click Fill in by default or Add payment milestones manually.
10. Click Apply.
11. Go to the More tab and specify the Sales opportunity if required.
12. Fill the Employee and Business unit.
13. Specify the Contact person of the partner.
14. Select the order Currency.
15. Specify the order Taxation.
16. Specify the reference Order number and Date according to the counterparty's information system.
17. On the Goods pending return tab, do one of the following:
  • Add a new line and specify information in the Item, Variant, Batch, Quantity, Price, and other required columns.
  • Click Fill > Add items from sales documents, select the document, and copy.
18. Fill requested dates of receipt in one of the following ways:
  • Select the Single day receipt checkbox.
  • Clear the Single day receipt checkbox and fill the Date of receipt column for each line.
19. If the Exchange goods compensation type is selected, on the Exchange goods tab, add a new line and specify information in the Item, Variant, Batch, Quantity, Price, and other required columns.
20. Specify High, Normal, or Low priority for the order.
21. Set the Status.
22. Click Post.

Generating Sales Return Requests with Reference to Complaint

  1. Go to CRM and marketing > Complaints. Make sure the Register complaints checkbox is selected in Master data and settings > CRM and Marketing > CRM settings.
  2. Open the required complaint and go to the Main tab.
  3. Check if Sales adjustment required is selected.
  4. Click the Accounting information tab.
  5. Review the Complaint amount.
  6. On the Review results tab, review the complaint decision made.
  7. Open the reference Customer invoice.
  8. Click Generate > Sales return request.
  9. Fill in all the required fields and post the document.

Generating Sales Return Requests From Partners Catalog

  1. Go to Sales > Customers.
  2. Find and select the Partner (Customer) who sent the request.
  3. Click Generate > Sales return request.
  4. Fill in all the required fields and post the document.

Following up Sales Return Progress

You need to follow up the approved sales return request until it is completed.

Controlling Sales Return Requests Statuses

  1. Go to Sales > Sales return requests.
  2. Set the filter by Employee and Priority.
  3. Sort requests in the list by their priority.
  4. Set the Current status filter. The system automatically calculates the following statuses:
  • Pending approval. Sales person started the sales return request approval and expects the approval results.
  • Pending pre-order advance or return. Customer must make an advance payment to start the supply process. This is specified in the terms of sales selected in the request. The Do not supply action is filled on the Exchange goods tab.
  • Ready for supply. Customer confirmed the order or paid an advance if it is required according to the terms of sales. The sales person can change the Do not supply action to subsequent options, for example, To supply, Reserve, and other.
  • Pending supply. Goods requested by the customer were ordered from the supplier but have not arrived yet.
  • Pending pre-shipment advance or return. Customer must make a prepayment to start the shipment process. This is specified in the terms of sales selected in the request.
  • Ready to ship. Customer fulfilled the conditions for the shipment of goods. Goods are available at the moment. The sales person sets the Ship or Ship separately actions in all lines of the return request.
  • Shipping and invoicing. Sales person has set the Ship or Ship separately actions. The system sets this status until all goods are shipped from the warehouse and invoices are issued. The status is valid until all lines are completed or canceled.
  • Pending fulfillment. All goods were shipped. The sales person can close the sales order.
  • Completed. All liabilities for the shipment and payment of the goods are fulfilled.

Controlling Goods Receipts

  1. Go to Sales > Sales return requests.
  2. Select the required document and click Reports > Fulfillment state.
  3. Review an item receipt status.

Controlling Issue of Substitute Goods

  1. Go to Sales > Sales return requests.
  2. In the Current status filter, select Ready to ship.
  3. In the Due date filter, select Not overdue.
  4. Open the required document and click the Exchange goods tab.
  5. Select all or several lines and then click Supply > Ship.
  6. Click Post.
  7. Click Reports > Related documents.
  8. Open the Goods issue and analyze the delivery progress.
  9. Create and assign tasks for the employee responsible for the delivery.
  10. Track the information you receive from the responsible employee.

Creating Sales Returns

To register the actual sales return from customer, register a Sales Return document.

From Scratch

  1. Go to Sales > Sales documents (all).
  2. Click Create > Sales return.
  3. On the Main tab, specify the required information, such as Customer, Partner, Terms of sales, Company, Warehouse, and other.
4. On the More tab, fill the Employee and Business unit.
5. Specify the Contact person of the partner.
6. Select the order Currency.
7. Specify the order Taxation.
8. Specify the reference document Number and Date according to the counterparty's information system.
9. On the Goods tab, add a new line and specify information in the Item, Variant, Batch, Quantity, Price, and other required columns.
10. Get back to the Main tab and select the compensation type:
  • Refund immediately
  • Refund with credit
11. Click the Payment hyperlink.
12. In the Payment rules window, check if the AR/AP accounting field and the Payment schedule are filled accordingly with the customer terms of sales.
13. Specify an account type in the Payment method field if the customer has certain preferences for payment methods.
14. Choose a certain account. The default value is Any.
15. Click Fill in by default or Add payment milestones manually.
16. Click Apply.
17. Click Post.

Based on Customer Invoice

  1. Go to Sales > Customer documents (all).
  2. Select the required invoice and click Generate > Sales return.
  3. Check the populated data and make the necessary changes.
  4. Click Post.

Based on Sales Return Request

  1. Go to Sales > Sales return requests.
  2. Select the required request and Generate > Sales return.
  3. Check the populated data and make the necessary changes.
  4. Click Post.