Returning shipped eBay orders

When a customer needs to return goods or cancel an order you've already marked as shipped, you'll need to create a sales credit in Brightpearl.

A sales credit will allow you to receive back any inventory that's been returned to you as well as create all the necessary accounting.

This guide will discuss different scenarios that you might encounter and how to handle each one.

Shipped, uninvoiced and unpaid orders

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

In this scenario, the order should be invoiced and then cloned to a sales credit. You can then allocate the credit to the original invoice.

  1. In Brightpearl, invoice the order.
    Invoicing the order ensures no further changes can be made to the order. It will also create accounting, but the accounting will be reversed later on.
  2. In Brightpearl, clone the sales order to a sales credit. Learn more about sales credits here.
    • Receive any inventory which has been returned to you.
    • Mark the sales credit as credited.
  3. Allocate the credit to the invoice. Learn more about allocating credits to invoices here.
  4. In eBay, cancel the order.

Shipped, uninvoiced and paid orders

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. Learn more about sales credits here.
    • Receive any inventory which has been returned to you.
    • Mark the sales credit as refunded.
    • Mark the sales credit as credited.
  3. In eBay, cancel and refund the order.

Shipped, invoiced and unpaid orders

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

If the original order is unpaid, it doesn't need to be marked as paid. However you'll still need to reverse it using a sales credit. Follow these steps:

  1. In Brightpearl, clone the sales order to a sales credit. Learn more about sales credits here.
    • Receive any inventory which has been returned to you.
    • Mark the sales credit as credited.
  2. Allocate the credit to the invoice. Learn more about allocating credits to invoices here.
  3. In eBay, cancel the order.

Shipped, invoiced and paid orders

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

When refunding a completed sales order, follow these steps:

  1. In Brightpearl, clone the items on the order to a sales credit. Learn more about sales credits here.
    • Receive any inventory which has been returned to you.
    • Mark the sales credit as refunded.
    • Mark the sales credit as credited.
  2. In eBay, cancel and refund the order.
Have more questions? Submit a request