- Created by admin, last modified by AdrianC on Jun 22, 2022
How satisfied are you with our online help?*
Just these help pages, not phone support or the product itself
Why did you give this rating?
Anything else you want to tell us about the help?
In MYOB Essentials, customer returns include goods returned, services not used or received, or credits given for customer overpayments.
First, you need to create the return as described below. Then, you can either apply the return to an unpaid invoice, or issue a refund. For more information see Processing customer returns.
Need to provide a copy of a return (credit note) to a customer? See Emailing and printing customer returns.
If the customer has no unpaid invoices and doesn’t want an immediate refund, you can create the return now and process it in the future, against the customer’s next invoice.
To create a customer return
- Go to the Sales menu and choose Create customer return. If you don't see this option, you're using an upgraded version of MYOB Essentials and your help is here.
A Return number is automatically generated, based on the last number used. If you want, you can change this number.
Changing the numbering
If you change the return number, you’ll change the automatic numbering. For example, if you change the number to CN000081, the next time you create a return, MYOB Essentials will display the new return number as CN000082.
In the Return from field, either enter the customer’s name, or select the customer from the list. The customer’s address details appear in the field below.
The date in the Date of issue field is automatically generated.
- In the Amounts are field, choose an option.
- If you want the prices to include tax or GST, choose Tax inclusive (Australia) or GST inclusive (New Zealand). Note that this is the default preference.
- If you want the prices to exclude tax/GST, choose Tax exclusive (Australia) or GST exclusive (New Zealand).
In the Item column of the list, either enter the number of the item being returned, or select it from the list.
The Description, Allocate to, Unit price and Tax rate (Australia) or GST type (New Zealand) fields appear, based on the details you entered when you created the item.
The Qty and Total also appear. The default quantity is 1. You can change this in the Qty field.
To remove an item from the list, click the delete icon ( ) to the right of the item line.
Repeat from step 4 for each item being returned. The totals are calculated at the bottom of the return:
Sub total—the total for the items added to the return
Tax/GST—the amount of tax or GST applied to the return
Total—the subtotal amount plus the tax or GST amount
Amount paid—the total of any return amount paid
Amount due—the total minus the amount paid.
If you have a batch of returns, you can click Save at this point and repeat the above steps for each of the customers, and complete the crediting and refund processes later.
If you want to add a note about the return, enter it in the Notes field. These notes will appear on the invoice that is sent to the customer.
Check that all the information in the return is correct.
Click Process return when finished. The Process customer returns page appears, listing the details of this and any other outstanding customer returns.
If the customer:
has an unpaid invoice which you can apply the return to, go to To apply a return to an unpaid invoice.
either has no unpaid invoices, or wants an immediate refund, go to To issue a return as a refund.
has no unpaid invoices and wants to credit the amount against a future invoice, wait until the customer is next invoiced, and then go to To apply a return to an unpaid invoice.