Using Sales Credits for exchanges, you can :
- Use custom fields to record the reason for the credit, along with any other useful data.
- Create a new goods-out note for shipping purposes.
- Easily see if a customer has been returning many orders.
- Moved inventory into quarantine before begin returned to stock so you have the opportunity to decide whether it is in a sellable state before updating availability across your sales channels.
Creating an exchange
Here's what to do when a customer would like to exchange goods.
- Create a Sales Credit from the original sale, by selecting the returned order row and clicking Clone to Sales Credit.If the original order was not in Brightpearl, you can just create a Sales Credit directly.
- Create a Sales Order for the new item(s). If you clone from the original Sales Order and then edit the items, there will be links in the notes tab to provide better history.
- Invoice the Sales Order
Make sure you have added any extra costs you need first.
- Credit the Credit
- Allocate the two orders against each other using the allocate payment screen in the accounting section, to link the two orders and set both as paid.
- Take any further payment required on the new Sales Order.
If you don't want to ship the replacement until the original item has been returned, we recommend you now set the Sales Order as 'on hold' using a status, so it doesn't get fulfilled. You might choose to allocate inventory to the order.
If you do want to send the replacement right away, then fulfil the order, or make it available for your fulfilment automation rules.
Similarly, put the Sales Credit on hold with a waiting status (otherwise the status will probably show complete).
Tip : Add a Sales Order custom field for "hold reason", so you can easily find all sales which are on hold waiting for returned items. There will often be plenty of other sales on hold for other reasons and you only need one sales order status for them all.
- When the goods arrive from the customer, find the relevant Sales Credit and click Receive Inventory.
- Choose whether to make available for sale, write them off, or quarantine.
Your Sales Credit processing is now complete. If you're waiting for the old item before you ship the new one, you can now find the replacement Sales Order and fulfil it.
Ship the replacement
Open the replacement Sales Order and fulfil as normal.
It's best practice to keep the item prices as they are on the Sale and Credit, rather than setting them to zero. If the items use different sales account codes for example, then you'll want to reflect the fact that the exchange impacted the accounting revenue lines appropriately.
If you don't mind about accounting codes and prices are the same for the exchanged item, then you can set the prices to zero on both Sale and Credit.
Dealing with a difference in item prices
Sometimes a new item is a different price, or you want to charge a fee. Here's a worked example where the replacement item is $15 and the original item is $10. The new one is $5 more (or you charge $5 replacement shipping):
- Open the Sales Credit with the $10 item and, without doing any refunds, click Credit.
This will put -$10 on the customer account (which means you owe them $10)
- Open the new Sales Order with the $15 item and click Invoice.
This will put $15 on the customer account, giving a balance of $5 owed to you.
However neither order will show as paid; you'll need to allocate them against each other.
- Open the Payment Allocation screen for the customer.
- Enter $10 against both the Sales Order and the Sales Credit. The $10 will clear the Credit, and will leave $5 still to pay on the Order.
- Click Submit and continue with a zero total value.
- Open the Sales Order and take $5 payment.