This article will go through how to process a refund to a Customer (Customer Return / Customer Credit for Return of Parts etc)

How to process a Customer Return 

In this article we are presuming that the Customer Order when they sold the parts to the customer has been paid for and finalized

A Customer has purchased the wrong part from your dealership and the dealership has authorised to take the part back and give a refund

  1. For our scenario above > SELL and create a new Part & Accessories Customer Order and add the relevant Customer who is getting a refund
If you are refunding labour from a previous Service Job - you will need to create a new Service Job Customer Order 

  1. Search for and add all the parts that the customer is returning 

In Qty Needed column > type in how many are being returned with a negative ie if they are returning only 1, type in -1

User-added image

You will notice that the line litem status will indicate a User-added imageand the Checkout section has opened up for you to process the payment back to the customer

Make sure you check the price and change as required as you don't want to give them a refund for more than they have actually paid for it

  1. If the customer is doing an exchange of parts instead of going straight to Checkout,  this is the point where you would search for the part they are swapping the return for and add it to your Customer Order

See example below: Customer is exchanging the wrong part for the correct part

User-added image

If you are charging your customer a restocking fee then you can setup a Restocking FEE

  • We would suggest you create a FEE category in your Accounting Integration 

  • Then create a new Sell FEE as restock and add the category you created as above and then add that FEE to your Customer Return Customer Order

For further information, please review the following articles if you need to setup a Restocking FEE:

  1. Proceed to the Checkout section and select what payment method and amount you are refunding back to the customer or if it is an exchange of parts, the customer may owe money

Click on User-added image to finalise the Refund Customer Order with an option to Print Invoice or Email Invoice to Customer

  1. An Invoice History section has been added to the Customer Order and the Customer Order has been marked as Closed  

Remember once the Customer Order is Closed - no further changes can be made

User-added image

Please note that if you are refunding a Customer Order that was initially sold as  a Cash Sale, you will need to indicate a Customer for the Customer Return as Blackpurl will not do refunds to a Cash Sale