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Customer returns include goods returned, services not used or received, or credits given for customer overpayments.
First, you need to create the return by creating a negative invoice (an invoice where the total amount is a negative value). Then you can either apply the return to an unpaid invoice or issue a refund. For more information on settling customer credits, see Processing 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.
Creating a return is very similar to creating a regular invoice, but the values will be negative. You can enter items or services on your return based on your invoice layout setting.
To create a customer return
- Go to the Sales menu and choose Invoices.
Click Create invoice.
An Invoice 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 number, you’ll change the automatic numbering. For example, if you change the number to 000081, the next time you create a return, the new number will be 000082.
In the Customer field, select the customer from the list. The customer’s address appears.
- If applicable, choose a Message to customer. You can also add a note about the return in the field below. The message and notes will appear on the customer's return.
- Check the date in the Issue date field.
- Select an option from the Amounts are list.
- 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 tax preference.
- If you want the prices to exclude tax or GST, choose Taxexclusive (Australia) or GST exclusive (New Zealand).
Click the Field layout icon and select the applicable option based on what you're creating the return for.
If you're creating a return for items:
In the Item column of the list, enter or select the item being returned.
The Description, Unit price and Tax code fields appear, based on the details you entered when you created the item.
In the Units field, enter how many of the item are being returned (as a negative number). For example, if 5 items are being returned, enter -5.
If you're creating a return for services:
In the Description column, enter a description of the service.
- Choose the Account the income from this service is typically allocated to. If you're not sure, check with your accounting advisor.
Enter the Amount of the service as a negative value.
If required, change the Tax code. If you're not sure, check with your accounting advisor.
Repeat step 11 for each service you're selling. Need to add or remove blank lines or line items?
Enter any charges for Freight, and if required, change the default Tax/GST code. If you can't enter Freight, you'll be prompted to specify a linked account for freight. (What is a linked account?)
The following totals are automatically calculated:
Subtotal—the total for the items added to the return
Tax—the amount of tax or GST applied to the return
Invoice 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 Record and create new at this point and repeat the above steps for each of the customers, and complete the crediting and refund processes later.
Check that all the information in the return is correct.
When you're done, click Save.
Click Save to the confirmation message to create the credit.
You can now process the customer return by applying it to one or more of the customer's open invoices or issuing a refund.