Customer Returns

About Customer Returns

Customers can request returns from the ecommerce store front end, or you can request a return for the customer in the CRM application's Orders tab. Returns can only be created for orders in the system. If you need to give the customer a refund or credit for items which were not ordered in the system, you would need to create a credit memo in Financials directly.

When creating a return in the CRM system, you can set whether the items are to be refunded or given a store credit. You can also control whether to refund or credit shipping charges and adjustments. The system will perform an automatic check to make sure that this plus past returns do not exceed the value of the original order.

Once a return is created, a supervisor with special privileges in CRM would need to approve the return.

The processing of returns is determined by the configuration of the CRM module: it can be set to receive the returned merchandise automatically or require a manual receiving step. Once the return is received, a credit memo is created automatically. The credit memo is a financial record of the return items which are received, similar to the way an invoice is a financial record of order items which are shipped.

You can find credit memos in the Financials > Payables >> Find Credit Memos screen. After the credit memo is created, if the return is for a refund, either a check would be created or, if the original payment is made with a credit card, an automatic refund would be made via the payment processor. If the return is for store credit, then an entry would be made to the customer billing account, so that it could be used for future purchases.

Refer to the User Manual page Processing Product Returns for step-by-step guidance.