Customer returns

Note: The customer returns feature will need to be turned on for you by Brightpearl staff.

When goods arrive at your warehouse from a customer, you’ll be in one of two situations:

  1. A sales credit already exists in Brightpearl
    When the customer originally spoke to your business, one of your team will have created a sales credit (RMA), and perhaps sent some documentation to the customer or added some notes. The customer should include the sales credit reference or ID with the package.
  2. A sales credit does not yet exist
    Sometimes there won’t be a sales credit in Brightpearl to associate to a customer return. In this case, WMS allows you to create the sales credit as part of the process. We call this "blind returns".

If you have an RMA or returns document with the goods, then you know to follow the first route.

If you don’t have any sales credit information with the goods, there may still be one in Brightpearl.

You should first search by trying to associate an existing sales credit to the delivery, and only create a new sales credit if one is not found.

Processing a customer return in WMS

If a sales credit already exists

  1. Under Deliveries > Deliveries, click the "Create new" button to create a new delivery.
  2. Choose the Associate to button.
  3. Search for the sales credit.
  4. Click Save to create a delivery.
  5. Receive the items on the delivery

If a sales credit does not exist

  1. Under Deliveries > Deliveries, click the "Create new" button to create a new delivery.
  2. Choose the "Create a return" button.
  3. Find the original sales order.
  4. Click Continue.

    WMS will look for shipped goods out notes for the original order, and any existing credits to date. The amount left over is the quantity you can receive now.


  5. Scan the items being returned, or use the keyboard to enter the quantities received.
  6. Confirm the location.
  7. Click Continue.

You can now;

  • Set which order status you’d like the sales credit to be created on. There’s a setting under Settings > Deliveries where you can set a default status.
  • Capture any information as a note. This is optional, and anything added here will be added to the sales credit as an order note.
  • Set any custom fields you’ve activated under Settings > Deliveries. This is also optional.

Once you’re happy click Create.

WMS will then create the sales credit in Brightpearl, receive the inventory against it, create the delivery in WMS and associate it to the new sales credit.

The end result is a received delivery in WMS, and a received sales credit in Brightpearl that’s linked to the original sales order.

Tips for finding the original sales order

This is a live search against Brightpearl, where you can search by order ID, order reference, or the customer details. If there’s only one result, WMS will select it automatically.

We recommend using order ID (which should be on the documentation your customer sent back with the item).

You can use a Brightpearl widget, _orderBarcode_, to add the order ID to your packing notes or returns slips as a barcode, making it easy to scan the order ID in when searching 

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