A customer may return one or more of the items they bought for a number of reasons - perhaps the item was damaged, or maybe they just changed their mind.
Regardless of how the physical stock is managed, a sales credit is required. A sales credit is the inverse of a sales order. It allows you to:
- Record the refund to the customer to create the accounting and update the customer account balance. This will create a SR type journal.
- Post a credit note to reverse the revenue and tax values, as well as update the customer account balance. This will create an SC type journal and lock the sales credit record so that it cannot be edited.
- Receive returned goods and either add them back into stock, place them in quarantine or write them off. This will update the inventory status on the return and create the accounting for inventory using an SG type journal.
- Print or email a sales credit document or RMA to the customer.
When the items are received back, a decision will need to be made as to whether the item can be placed back into normal inventory, whether it has a reduced value and must be sold at a reduced price, whether it will be returned to the vendor (supplier) or whether it will simply be written off as a loss.
Tip: In general, sales credits should only be created if the original order has been shipped. See Best practices for processing returns or cancellations and Best practices for exchanging shipped orders for further information.
Creating sales credits
A sales credit can be created from scratch under Sales > New credit.
However, it will most commonly be cloned from an existing sale.
How to clone a sales order to a sales credit
- Search for and open the original sales order containing the items to be credited or returned.
- Select the lines that are being credited, or returned. Note that quantities can be edited directly on the credit later.
- Click the Clone to Sales Credit button just above the line items.
A new credit will be created which will be linked to the original parent sales order:
Sending returns documentation to your customer
It's a good idea to send the customer an email with returns information, which they can enclose with any goods they send back to you.
- In the sales credit, click Email/print.
- Choose your RMA template.
- Email it to your customer.
Here's an example of what an RMA document may look like:
If you haven't got an RMA template, it's easy to create one:
- Go to Settings > Templates > Document templates, and add a new template called "RMA".
- Choose to load the default RMA template from "choose a predefined template".
- Make any changes you need.
- Save the template.
Refunding a credit
Warning: Marking a return/credit as refunded in Brightpearl will not move any actual money! You will still need to perform the refund via your credit card machine, payment provider, or in cash.
- Search for and open the sales return/credit.
- Scroll to the bottom of the page and click Refund.
- Select the payment method being used to refund the customer.
- Enter a reference and the amount that will be refunded to the customer.
- Click Submit to finish.