Handling Customer Returns & Refunds

Product returns are handled similarly whether the item is being exchanged for a different product, or refund the purchase amount. Create a new invoice to handle items being returned or exchanged for new items, and if there is a balance (credit or owed), it can either be repaid by you, paid by the customer, or left on the account until the next purchase.

Create a New Invoice

Option 1: Create a New Invoice with Returned Items added Automatically

1. Open the customer's profile and click on the Products tab.
2. Select the checkbox next to each item being returned.
3. Click the  to launch the invoice with the items added to be returned.
4. If the item is being exchanged for another item or other items are being purchased, those may be added to the same invoice (as shown in the image under Option 2).
5. Complete and process the invoice as usual, then click  Save.

Option 2: Create a New Invoice and Manually add Returned Items

1. Create a New Invoice and add the items being returned.
2. Under the Type drop-down field, change the default type from Sale to Return to Company or Return Inventory (if the customer never received or opened the product).
3. If the item is being exchanged for another item or other items are being purchased, those may be added to the same invoice as shown in the image below.
4. Complete and process the invoice as usual, then click  Save .

Handling a Refund

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  Save .

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

Important Note: Since you will receive the product's value as a replacement from the company and the return amount will be reflected as a deduction on your Gross Receipts report, do not post the refund as an expense.

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 Company will be added to the Product Replacement form until you initiate a replacement product order.

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Additional Information:

• Add the returned product's 4-digit alpha-numeric Day Code if the product is being returned to the company if you'd like it displayed on the Product Replacement form.
• Product Replacement Orders