This article explains how to process a customer return in Blackpurl — when a customer has already purchased and paid for a part and wants to return it to the dealership for a refund or exchange. This process applies to Parts & Accessories Customer Orders and Service Job Customer Orders.
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This process assumes the original Customer Order has already been paid for and finalized. If you are refunding labour from a previous Service Job, you will need to create a new Service Job Customer Order rather than a Parts & Accessories Customer Order.
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If the original sale was processed as a Cash Sale, you must assign a named customer to the return — Blackpurl does not process refunds to a Cash Sale.
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Use this scenario when a customer purchased the wrong part and the dealership has authorised taking the part back and issuing a refund.
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1. Go to Sell and create a new Parts & Accessories Customer Order. Add the relevant customer who is receiving the refund.
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2. Search for and add all the parts the customer is returning.
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3. In the Qty Needed column, enter the return quantity as a negative number. For example, if the customer is returning one item, enter -1.
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The line item status will update to show a Return badge, and the Checkout section will open automatically so you can process the payment back to the customer.
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Check the price before proceeding and adjust if needed — do not issue a refund for more than the customer originally paid.
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Use this scenario when the customer wants to exchange a returned part for a different one rather than receiving a straight refund.
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1. Instead of going straight to Checkout, search for the replacement part and add it to the same Customer Order.
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2. The Customer Order will have two line items: one for the replacement part the customer is taking, and one return line item (with a negative quantity) for the part being returned.
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3. The Checkout section will reflect the net amount — the customer may owe the dealership money if the replacement part costs more than the returned part, or the dealership may owe the customer a partial refund.
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Use this scenario when the dealership charges the customer a fee for returning a part.
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1. Set up a FEE category in your Accounting Integration. See Fee Categories Explained for details.
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2. Create a new Sell FEE item for the restocking fee and assign the category you created. See How to Create a New Fee (no longer available) for details.
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3. Add the restocking FEE line item to the return Customer Order. This reduces the total refund amount owed to the customer.
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Once all return, exchange, and fee line items are in place, proceed to the Checkout section to complete the return.
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1. In the Checkout section, select the payment method and enter the refund amount. If the customer is doing a part exchange and owes the dealership money, collect that payment here instead.
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2. Click Finalize Order to complete the return. You will be given the option to Print Invoice or Email Invoice to Customer.
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3. An Invoice History section will be added to the Customer Order, and the Customer Order will be marked as Closed. No further changes can be made once the order is closed.
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