To process a customer return in Blackpurl, you create a new Parts & Accessories Customer Order and enter the returned items as negative quantities. This article covers straight refunds, part exchanges, and returns with a restocking fee.
Before You Start
Before you start a customer return, confirm the following:
The original Customer Order has already been paid and finalized.
If you are refunding labor from a previous Service Job, create a new Service Job Customer Order, not a Parts & Accessories Customer Order.
If the original sale was a Cash Sale, you must assign a named customer to the return. Blackpurl does not process refunds to a Cash Sale.
Scenario 1: Straight Refund
A straight refund is used when the customer is returning a part and the dealership is issuing a full refund. Create a new Parts & Accessories Customer Order, add the returned items with a negative quantity, and check out.
Go to Sell and create a new Parts & Accessories Customer Order. Add the customer who is receiving the refund.
In the P&A tab, use the Search-to-Add field to find and add each part the customer is returning.
In the Quantity field for each returned part, enter the return quantity as a negative number. For example, enter -1 if the customer is returning one item.
The line item status updates to show a Return status, indicating the line is a return. The status icon dropdown is not available for return line items.
Check the unit price before proceeding. Do not issue a refund for more than the customer originally paid.
Click Checkout in the Customer Order header to process the payment back to the customer.
Scenario 2: Part Exchange
A part exchange is used when the customer wants to swap a returned part for a different one. Add both the returned item (negative quantity) and the replacement item (positive quantity) to the same Customer Order — the checkout shows the net amount owed or refunded.
Follow steps 1–4 from Scenario 1 to add the returned part with a negative quantity.
Use the Search-to-Add field in the P&A tab to add the replacement part the customer is taking. This appears as a standard positive-quantity line item.
The Customer Order now has two line items: a return line (negative qty) and a sale line (positive qty).
Proceed to Checkout in the Customer Order header. The total reflects the net amount:
If the replacement part costs more than the returned part, the customer owes the difference.
If the returned part is worth more than the replacement, the dealership owes the customer a partial refund.
Scenario 3: Return with a Restocking Fee
A restocking fee is used when the dealership charges the customer a fee for accepting the return. Add a Fee line item to the return Customer Order to reduce the net refund amount owed to the customer.
Set up a Fee category in your Accounting Integration if you have not already done so. See [Fee Categories Explained] for details.
Create a Sell Fee item for the restocking fee and assign the fee category you created.
On the return Customer Order, use the Search-to-Add field in the P&A tab to add the restocking Fee line item. Fee line items appear alongside part line items in the tab.
The restocking fee reduces the total refund owed to the customer, producing the correct net amount at checkout.
Finalizing the Return
To finalize a customer return, complete the Checkout workflow after all return, exchange, and fee line items are in place on the Customer Order.
Click Checkout in the Customer Order header.
Select the refund payment method and enter the refund amount. If the customer owes the dealership money instead, collect that payment here.
Select the Print invoice or Email invoice checkboxes in the checkout footer if you want a copy, then click Finalize Checkout.
The Customer Order is marked as Closed and an Invoice History entry is added. No further changes can be made once the order is closed.