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description: (returned to B & G by customer)
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Returns Process – Damaged/Faulty Returns

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1. Navigate to Transactions/Customers and click on ‘Issue Return Authorisation’:

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2. Enter the customer reference and any notes in the PO

field and memo box. Select the location for return (this applies even though the goods will not be physically returned):

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3. At the item line level, click on the double arrow and then select the product that is to be credited:

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4. Once selected, click ‘OK’ and the ‘Save’ button. Forward the return authorisation document to the customer as required:

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5. If applicable attach photo(s) of the damaged/faulty item on the ‘Communications’ tab of the return authorization. Click on the ‘Communications’ tab, then click on the ‘+’ sign to the right of the ‘ATTACH EXISTING FILES’ field to select the photo(s):

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6. Once the credit has been approved, click the ‘Receive’ button on the return authorisation:

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7. Enter details of the item to be credited in the ‘MEMO’ field and add a reference in the ‘REFERENCE’ box if applicable:

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8. At the line item, scroll to the ‘RESTOCK?’ box and untick it. Then click on the ‘Save’ button on the return authorisation:

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9. This action writes off the value of the goods, allowing the customer to be credited without returning the goods to stock (see below for G/L impact):

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10. On the return authorization, click on the ‘Refund’ button to credit the customer:

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11. Check that the item pricing is correct then click ‘Save’. The credit note is then created on the customer’s account and can be sent to them:

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12. If replacem[^1]ent goods are to be sent to the customer, the normal SO and invoicing process must be followed.

[^1]: