Similar to the Credit Note process, the Sales Refund option also raises a corresponding bank payment in the system.

To start a customer refund, navigate to Customers > Credits & Refunds and choose “New Refund”.

The current page will display a list of all previous credits & refunds, and you have the option to create a new refund by clicking New > New Refund.

The next page will show a list of your previous invoices, with the option to search for a specific invoice at the top of the page. Once you have identified the correct invoice, click the corresponding tick box and choose “Select Invoice” at the bottom of the page.

This will then take you on to the refund page, where you can enter the following information:

• Complaint – you can choose a previous customer complaint to link to this refund;
• Non-conformance – you can also link this refund with a previous QA “Non-Conformance”;
• Price (ea) – This will be pre-populated with the price from the original invoice;
• Credit Qty – Enter the number of items to be refunded;
• Returns Qty – If the items are to be returned to stock, enter the quantity here;
• Stock location – Choose the stock location to return to stock;
• Date due – This is the date of refund;
• Create Backorder – If this box is ticked, the system will amend the original sales order to reflect the changes;
• Document notes – Add notes against the refund;
• Create Refund – If you untick this box, you can choose to only raise a Credit Note and not a refund.

Assuming you chose to continue with a refund, the next page will ask you to enter the relevant refund information.

• Check the Customer name;
• Choose the “From” bank account (usually Bank Current Account” or similar);
• Check the correct refund amount;
• Add a reference and narrative if needed;
• Choose whether you want to mark the credit note as paid or not paid;
• Click “Create” to confirm the refund.