Handle trade returns and refunds

When a trade customer sends goods back, you record a return claim on the order, then accept it with a credit or reject it. Accepted goods can go back into the batch they came from.

Before you start

• The order must have shipped at least part of its goods: see Take and ship a trade order.
• Recording a claim needs Manage Trade. Accepting returns, crediting and refunding needs Post Trade invoices and refunds.

Steps: record the claim

1. Open the order on the orders tab of Trade & Wholesale.
2. Open Request a return. Pick the Line, type the Quantity and describe the reason in Details.
3. Select Request a return. The claim appears on the order with the state Requested.

Steps: accept or reject

1. On the order, open Record return and pick the claim.
2. Tick Return goods to available stock if the goods can be sold again, and pick the Location they go back to.
3. Select Record return. Kluvan credits the customer for the returned quantity at the price and tax they were billed.
4. To refuse a claim instead, open Reject return request, pick the claim, type why and confirm.

Steps: credit the delivery fee or refund

1. To credit a delivery fee you billed, open Credit delivery fee, type the reason and confirm.
2. If the customer has paid more than they now owe, open Record refund, type the Amount, choose the Method and select Record refund.

Good to know

• You cannot return more than was shipped and not yet returned.
• Restocked goods go back into the batches they left from, so lot expiry and traceability stay correct.
• A refund can never be more than the customer's overpayment.
• "Record refund" records money you already gave back; it does not send money.
• With Books on, every return, credit and refund is posted once, balanced, even if you retry.
• The Return claims tab keeps a record of every accepted return, with its quantity, amount and whether the goods were restocked.