Returned Items / Cancelling Shipped Orders

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.

Note that additional steps may be required for orders downloaded from sales channels. Please check support documentation for the relevant channel.

Scenario 1

Shipped   Invoiced   Paid 

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.

Scenario 2

Shipped   Invoiced  Paid 

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.

Scenario 3

Shipped  Invoiced   Paid 

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.

Scenario 4

Shipped  Invoiced  Paid 

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.

Sales returns / credits

Sales returns/credits allow 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 create the accounting 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 a JJ type journal.
  • Print or email a sales credit document or RMA to the customer.

How to clone a sales order to a sales credit

  1. Search for and open the original sales order containing the items to be credited or returned. Alternatively, a credit can be started from Sales > New Credit .
  2. Select the lines that are being credited, or returned. Note that quantities can be edited directly on the credit later.
  3. Click the Clone to Sales Credit button just above the line items.

How to complete a sales credit & create the accounting

Once you have created the sales credit (either by cloning the original sale, or manually) you will need to mark it as credited to create the accounting and update the customer account balance.

  1. Search for an open the sales return/credit.
  2. Click the Credit button.
Have more questions? Submit a request

1 Comments

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    Chris Scully

    Hi, I clicked the Clone to sales credit and created sales credi 35866.  I then received the credit SC-142951.  I then attempted to un invoice the sale and received message The order cannot be un-invoiced for the following reason "this sales order has matched bank payments"  This is the same message as before you instructed me to clone the sales credit.  I then went back to the sales credit and received the inventory into stock and then tried to un-invoice the sales order and continue to receive the same message. Can you please review

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