Handling Customer Returns & Refunds

Product returns are handled similarly whether the item is being exchanged for a different product, or refunding the purchase amount.

Create an Invoice

Option 1

1. Open the customer's profile and click on the Products tab.
2. Click next to each item being returned.
3. Click the  to launch the invoice with the items added to be returned.
4. To complete and process the invoice, click  OK  .

Option 2

1. From the Shortcuts form, click Create New Invoice (Or see Create a New Invoice for additional options.).
2. Add the items to the invoice and under the Type drop down field, change the default type from Sale to Return to MK (or Return Inventory if the customer never received or opened the product).
3. Complete and process the invoice as usual, then click  OK  .

Notes:

• Add the 4-digit alpha-numeric Day Code if the product is being returned to the company.
• If the product is being exchanged or other items being purchased, add the new items to the invoice and leave the sale Type as Sale.

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Issuing a Refund

If there is a balance (credit or owed), it can either be refunded by you, paid by the customer, or left on the account until the next purchase.

1. If the total remaining amount is being refunded to the customer, click  (Paid-in-Full button) to the left of the applicable payment type (Cash/Check or Credit Card) as shown in the image below.
2. It is also recommended that a note is added to the Memo field as an additional reference.
3. Complete and process the invoice as usual, then click  OK  .

Note: All credit card refunds must then be manually issued by logging in directly to your ProPay account.

After the invoice has been completed, all items marked Return Inventory will be added back into your on-hand inventory amounts. Items marked Return to MK will be added to the Product Replacement form until you initiate a replacement product order. (See Product Replacement Orders for more information.)