Returned Items / Cancelling Shipped Orders (eBay)

Whether you're dealing with items a customer has returned, or an order which now needs to be cancelled that 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

Shipped15-512.png Invoiced19-512.png Paid 19-512.png

In this situation the order should be invoiced and cloned to a sales credit. Follow these steps:

  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.
  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.
  3. In eBay, cancel the order.

Scenario 2

Shipped15-512.png Invoiced19-512.png Paid 15-512.png

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 and receiving the inventory. No refund needs to be processed since this will be automatically processed when the eBay PayPal payments are synchronized.
  3. In eBay, cancel and refund the order.
    The refund will be downloaded and the accounting credited. It will automatically be attached to the original order marking it as unpaid (since PayPal only have the original order reference is is not possible to match it to the credit).

Scenario 3

Shipped15-512.png Invoiced15-512.png Paid 19-512.png

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 against the credit.
  2. In eBay, cancel the order.

Scenario 4

Shipped15-512.png Invoiced15-512.png Paid 15-512.png

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 and receiving inventory. No refund needs to be processed since this will be automatically processed when the eBay payments are synchronized.
  2. In eBay, cancel and refund the order.
  3. In Brightpearl, synchronize eBay payments.
    The refund will be downloaded and the accounting credited. It will automatically be attached to the original order marking it as unpaid (since PayPal only have the original order reference is is not possible to match it to the credit).

 

Have more questions? Submit a request