Process a Customer Return

Check out the full video tutorial here.

Before you start, make sure you have an invoice to return against.

1. Navigate to Customers > Look Up Orders and Invoices

2. Toggle to Look Up Invoices
   

   

3. Confirm the invoice status is Invoiced
   

   

4. Navigate to Customers > Customer Return

5. Choose Create Return by Invoice (or by Item if that’s better for your case)

6. Select the invoice, then select the item(s) to return
   

   

7. Click Issue New Customer Return

8. Fill out the return details:

   • quantity

   • credit or replacement

   • reason

   • any notes you want saved

9. Scroll down to and check the Direct Invoice box and then hit Process

Direct Return option: If you select Direct Return, you skip approval and immediately add the returned items back into stock. For our example, we’re going to have Direct Return checked. We cover non-direct returns in a later guide titled: Handling Returns & Credits.

To view this Customer Return:

1. Navigate to View Customer Returns

2. Filter by Received
   

   

This also creates a credit memo:

1. Go to the credit memos screen and filter Pending Credit Memo
   

   

2. Select the memo and click Process Credit Memo to finalize the credit memo
   

   

3. Confirm and process

You can also see the return reflected in product history:

1. Products > Manage Products, select the product that was returned and hit the eye icon on the top right
   

   

2. Transaction details will show it as a CRMA (Customer Return Merchandise Authorization)