Quick Start Manual

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Manual

Intro
BizFusion Trial
User Interface
Contacts Module
Products Module
Discount Rules
Inventory Module
Sales Module
Purchase Module
Bills & Receipts
Projects
Subscriptions
Credit note / Returns
VAT Module
VAT over margin
European Trade
Foreign Trade
VAT Shifted
US Sales Tax
VAT Correction
Manufacturing
Assets Module
Current Account
Accounting Basics 1
Accounting Basics 2
Accounting Advanced
Year End
Owner Equity
Income Tax
Banking Module
Payments
Loans
Financial Lease
Cross Payment
CSV Statement
Data Import
Data Export
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Credit note / Returns


In this section, we discuss the steps that must be performed to correctly handle
customer returns. A customer can return a product for various reasons and
the steps that must be performed to handle each reason differ.

These are some of the common situation that you encounter:

- The customer received a damaged product and wants a replacement (see situation 1).
- The customer never received a product and requests a new shipment (see situation 1).
- The customer returns a (damaged) product and wants her money back (see situation 2).
- The customer ordered product A, but wants to trade it for product B instead (see situation 3).
- The customer received the wrong product and we need to ship the correct one (see situation 4).




Situation 1: New shipment for damaged or missing product


Perform these steps when the customer wants a replacement for a damaged product or
when the customer never received the product.

Step 1: Post return
Go to: 'Income > Invoice' and select the invoice.

You first need to post a return for the damaged or missing product.
The return is important, because you can only send a replacement when the original
product has been returned.
This may seem odd when the original product is missing, but we will later specify
that the returned product went missing.

Click on menu item: 'Return' at the top of the page.
Select the missing or damaged product.
Click on 'Save & Post'.

You can now post a new shipment for the missing/damaged product.
Click on menu-item: 'Ship all items'.

Step 2: Adjust Stock
Go to: 'Products > Inventory' and search for the missing or damaged item.

The product may appear multiple times in the list.
Select the row that has the same date as the return that you posted.
This is the product that was returned.

You will see the details of your inventory.
Click on menu item: 'Delete stock' at the top of the page.
You will see the following screen.

Select Delete Reason: 'Damaged' or 'Missing'.
Click on 'Save & Post'.




Situation 2: Customer wants her money back


Perform these steps when the customer returns a (damaged) product and wants her money back.

Step 1: Post the return
Go to: 'Income > Invoice' and select the invoice.

You first need to post a return for the product.
Click on menu item: 'Return' at the top of the page.
Select the product that must be returned to your inventory.
Click on 'Save & Post'.

Step 2: Credit Note
Click on menu item: 'Credit note' at the top of the page.
The system will automatically create a concept credit note for you.
You can always change this concept document.

Select Credit Reason: 'Quantity: Cancel / Correction'.

Step 3: Credit payment
You need to post a credit payment if the customer had already paid.
You can skip this step if that isn't the case.
Select the invoice that you want to credit and click on 'Add Payment' at the bottom of the invoice.

It's important that you select payment type: 'Credit'.
Specify the credit amount.
Click on 'Save & Post'.

Step 4: (Optional) Adjust Inventory
The returned product could be damaged or we may never receive the returned product.
We need to adjust our inventory levels if that's the case.
Follow 'Situation 1, Step 2' to correct your inventory.




Situation 3: Customer wants to trade product A for product B


Follow these steps when the customer ordered product A, but wants to trade it for product B.


Step 1: Post return
Go to: 'Income > Invoice' and select the invoice.

You first need to post a return for product A.
Click on: 'Return' at the top of the page.
Select the product that needs to returned to your inventory.
Click on 'Save & Post'.

Step 2: Credit note
Click on menu item: 'Credit note' at the top of the page.
The system will automatically create a concept credit note for you.
You can always change this concept document.

Select Credit Reason: 'Quantity: Cancel / Correction'.

Step 3: Credit payment
You need to post a credit payment if the customer had already paid.
You can skip this step if that isn't the case.
Select the invoice that you want to credit and click on 'Add Payment' at the bottom of the invoice.

It's important that you select payment type: 'Credit'.
Specify the credit amount.
Choose payment source: 'Cash'.
Click on 'Save & Post'.

We're not going to pay the credit amount to the customer.
We're going to use the amount as payment for product B.

Step 4: New Invoice
You need to create a new invoice for product B and ship it.
You can use the credit payment for product A as payment for product B.

- If product B has the same price as product A, then you can simply
post the credit payment as payment.

- If product B is more expensive than product A, then the customer must
pay the remaining amount. You can add the remaining amount as a second payment.

- If product A was more expense than product B, then we need to credit the customer for the remainder.
If product A is 60 euro and product B is 50 euro, then you can add product B for 50 euro
to the invoice and you can specify a payment amount of 50 euro.
We will use an Expense Voucher to pay the remaining 10 euro back to the customer.


Step 5: Pay remainder
This step is only necessary when product B is cheaper than product A and we need to
pay the remaining amount as a credit to the customer.

Go to: 'Expenses > Bills & Receipts'
In reference, specify the two invoices to which the credit applies.
Create a new line for account: 'Extended Credit / Discount / Rebate'.
Click on 'Save & Post'.

Don't forget to actually add the payment.




Situation 4: New shipment for wrong product


Assume that the customer ordered product A, but we erroneously sent product B.
The customer returns product B and wants us to ship product A.

You don't have to do anything in the system to handle this case.
Simply send product A to the customer and add product B back to your inventory.




Situation 5: We never shipped any goods and the customer wants her money back


Assume that the customer already paid, but we haven't sent any items yet.
The customer cancels the order at some point.

This situation is similar to situation 2.
Perform steps 2 and 3 from situation 2.

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