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Thursday 11 July 2013

Handling customer returns and credits

When your customer wants to return goods to you for credit, this is the approach we recommend to handle the process through OfficeBooks.

Update the related invoice by adding a credit line.

  1. Open the invoice and click the New Item button
  2. Select the item being returned
  3. Enter a positive number for the quantity being returned.
  4. Enter a negative value for the unit price 
  5. Update the description to include the word "CREDIT"
  6. Save the line, save the invoice, and create a PDF invoice.
  7. The PDF will now include your credit line and your financials will reflect the reduction in Accounts Receivable.
Add a note to the related sale (just use the notes field).  This isn't actually required but it's good practice.

When the goods are received back from your customer and you determine that they are fit to return to stock, make a manual stock adjustment, and reference the sale number in the "Reason" field.

Stock adjustments are also reflected in your financial reports.

Power user tip:

If you typically take returns for goods that your customer's have claimed to be faulty, you should create item numbers to hold the inventory of the faulty goods while they await inspection.  A suffix on the original item number works well.  For example:

Your product's item number is TP9377.
You inventory returned goods under TP9377-BRK, inspect, and then transact (as appropriate) the inventory into TP9377.
If faulty product can be repaired and you want to market it as refurbished, use another suffix -REF to segregate that inventory from the rest.

Confused? Want more help? Just email us at We like to help.

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