Customer Returns

Customer Returns

Enter the order number or find using the various search fields, the order will be displayed as follows:

Press select against the items you wish to return.

The item will be displayed as shown above, you will need to enter the quantity to be returned and if you want the item returning to stock and the reason.

You will then have the sell price displayed which you can overwrite if required, you need to press Update.

 

Repeat for all the items you are returning, you can then refund the PnP or not, if you do then you will need to enter a reason why.

You can also enter a compensation amount (you might use this for the personalisation charge). Press Update.

You then go to the payment screen, you can refund to the credit card, or use a company cheque. Press the Refund button at the side of the payment method you require. If you use a returns note then this will be generated and you can use this as a payment method when you next raise an order. 

Returns notes are usually for when someone sends back an item which is the wrong colour or size and you are creating a replacement order. You can use the returns note as the method of payment when you create a repeat order in telesales.

Note

If you are processing a refund and it doesn't work always remember to abandon it. This will allow you to attempt the refund again. If you don't refund then that return 'session' is kept and it won't allow you to reprocess the return of items as they'll be assigned to the return order with the failed refund attempt. The stock will be calculated after 24 hours and will be accessible again.

Returns Note to Credit Card

If after you have created the Returns note the customer no longer wants the item and you need to refund the funds. There is an option in the back office to refund returns note to credit card. 

Please note that this will only work for credit cards and not other methods of payment (like Paypal and Amazon Pay) The returns note needs to be outstanding for this to work. 

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