Refund Sales or eComm Order (After shipment)

1. This tutorial is for processing a partial refund for an eCommerce order. The same principals can be applied to a full order refund.

First the items will need to be "returned" and "received". Then an invoice credit note will be generated and a refund (full or partial) processed. Finally the refund transaction will be applied to the credit note.

2. Navigate to the "Sales" app.

3. Remove any filters

4. Search for the required SO.

5. Select the SO

6. This SO had 3 deliverable products. 1 drawer and 2 yards of fabric.

7. To initiate a return, go to the "Delivery Order" by clicking this icon.

8. Click "RETURN"

9. Set the quantities to return. "0" indicates that the items are not being returned. In this case the drawer is the only thing being returned.

10. Example

11. Click "RETURN"

12. This will create a WH/RET record.

13. Click "S00108"

14. Now there are 2 delivery records associated with this SO. One for the original shipment and one for the return shipment.

Note* Depending on your store policy you may stop here and wait until the product is returned before receiving the return and refunding the customer.

15. To Receive the item navigate to the "Inventory" app.

16. In the "Returns" section click "1 TO PROCESS"

17. Select the return you want to process. (This assumes that the return shipment of your product has arrived.

18. Process like a receipt. You will set the quantity received and validate.

19. Click "VALIDATE"

20. To quickly navigate back to the SO Click "WH/OUT/00256"

21. Then Click "S00108"

22. Notice that the line for the "Drawer" has blue numbers. This indicates that there is a mismatch between the number delivered and the number invoiced.

Also notice that the "Create Invoice" button is green.

23. Click "CREATE INVOICE" to create a credit note. (For returns we need a credit note to tie the refund to.)

24. Click "CREATE AND VIEW INVOICE"

25. Click on the credit note that was just created.

26. Click "CONFIRM" to confirm the credit note.

Notice the amount to refund the customer is automatically calculated on the invoice.

27. To initiate the credit card refund you will Click "Payment Transaction" either from the SO or the credit note you just created.

28. This will take you to a list of all payment transactions for this order. In this case there are two payment transactions for this order. One was cancelled due to card error. (The bottom one.) We will click on the top one.

29. Click "CREATE REFUND"

30. Here you can select "Full Amount" or "Partial Amount". We want the partial amount for this example. But you can select full if you are doing a full refund.

31. Double-click the "Amount to refund" field and enter the amount to refund. (If you created the credit note first, following these instructions, you will enter the amount from the credit note.

32. Click the "Refund Reason" field and add a reason.

33. Click "PROCESS REFUND"

34. Click "S00108" and navigate back to the credit note you just created by clicking the "Invoice" tab on the sales order.

35. The Credit Note will have a blue banner across the top stating you have outstanding debits for this customer (the refund transaction just created).

Click "ADD" to add the transaction you just created for the refund. (In this example the customer had other credits as well. We don't want to use them.)

*Stride is a double entry accounting system. So, since there was a transaction made (the refund) it needs an invoice/credit note attached to it.

36. Click "S00108" to return to the SO

37. Now the SO shows the original quantity ordered, the "0" quantity delivered for the cabinet and the "0" quantity invoiced as well.