Returned Items / Cancelling Shipped Orders (BigCommerce)

Whether you're dealing with items a customer has returned, or an order which now needs to be cancelled which has already been marked as shipped, you will need to create a sales credit in Brightpearl. This will allow you to receive back any inventory and create all the necessary accounting for sales and tax, and refunds if required.

Scenario 1

Shipped quiz correct Invoiced quiz incorrect Paid quiz incorrect

The order should be invoiced and cloned to a sales credit.

  1. In Brightpearl, invoice the order.
    This ensures no further changes can be made. It will also create accounting, but this will be reversed by the sales credit. Allocating payment is not necessary.
  2. In Brightpearl, clone the items on the order to a sales credit.
    Mark it as credited and receive the inventory. Do not process a refund against the credit unless payment was allocated to the original order.
  3. In BigCommerce, cancel the order.

Scenario 2

Shipped quiz correct Invoiced quiz incorrect Paid quiz correct

Since the order has been shipped and paid the order should be fully completed and then reversed with a sales credit. Follow these steps:

  1. In Brightpearl, invoice the order.
  2. In Brightpearl, clone the items on the order to a sales credit.
    Complete the sales credit by crediting, receiving the inventory and processing the refund.
  3. In BigCommerce, cancel and refund the order.

Scenario 3

Shipped quiz correct Invoiced quiz correct Paid quiz incorrect

The order does not need to be marked as paid, but it will need to be reversed using a sales credit. Follow these steps:

  1. In Brightpearl, clone the items on the order to a sales credit.
    Process the sales credit by crediting and receiving inventory. Do not process a refund unless the order was paid.
  2. In BigCommerce, cancel the order.

Scenario 4

Shipped quiz correct Invoiced quiz correct Paid quiz correct

The order is complete so must be reversed using a sales credit. Follow these steps:

  1. In Brightpearl, clone the items on the order to a sales credit.
    Complete the sales credit by crediting, receiving inventory and refunding.
  2. In BigCommerce, cancel and refund the order.
 
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