Returns and refunds

Before invoicing

If a customer returns a product before an invoice is issued or confirmed, the return is handled using Reverse Transfers.

Note

The Inventory app must be installed to process returns using reverse transfers.

To begin:

1. Open the Sales app.

2. Select the relevant sales order.

3. Click the Delivery smart button to access the related delivery order.

On the validated delivery order, click Return.

A Reverse Transfer window will appear.

• The default quantities match what was delivered.

• Adjust quantities if needed.

• Remove items using the 🗑️ (trash) icon.

Click Return to confirm. This creates a new warehouse operation for the returned items.

Once the returned goods are received, the warehouse team validates the operation by clicking Validate.

After validation:

• The Delivered quantity on the sales order is automatically updated.

• It reflects the original delivery minus the returned items.

When an invoice is later created, the customer is billed only for the products they kept.

After invoicing

If a return happens after the invoice has been issued or paid, additional steps are required. Since confirmed invoices cannot be modified, a combination of Reverse Transfers and Credit Notes must be used.

Start by opening the relevant sales order in the Sales app.

If a payment has already been registered:

• Payment details will appear in the chatter.

• The invoice will show a green In Payment status.

Step 1: Process the return

1. Click the Delivery smart button.

2. Open the validated delivery order.

3. Click Return.

Update product quantities as needed, then confirm by clicking Return.

This creates a return operation, which must be validated by the warehouse team once items are received.

After validation, the Delivered quantities on the sales order are updated accordingly.

Step 2: Issue a refund

To refund the customer:

1. Open the invoice using the Invoices smart button.

2. Click Credit Note.

This opens the credit note form.

Fill in the required details:

• Reason displayed on Credit Note

• Journal

• Reversal Date

Then choose one of the following:

• Reverse: create a credit note only

• Reverse and Create Invoice: create a credit note and a new draft invoice

Make any necessary adjustments, then click Confirm.

Once completed, a notification appears indicating that available credits can be applied to settle outstanding invoices.