Creating a Return
There are multiple ways to initiate creating a Customer return for an Order. Option A below shows how to do this from the Returns List, option B demonstrates the process from the Order screen. Please see below…
a) Via the Returns List
Navigate to BoB2 → Customers → Returns
This will display the Returns List. From here you can press “View” completed returns or “Edit” ones that are in progress or not begun (you can see from the Return Status column the state of that Invoices return). In order to create a new Return, you can press “Add New” in the top-right corner.
After pressing “Add New”, the “Add New Return” popup will display. The type allowing you to define whether it is a “Customer” (Bob2 Return) or a “BoB1” return. You will then need to define the Order number. If there is only one Invoice for the Order then it will direct you straight to the Returns screen, If there are multiple then you will be directed to an Invoice selection screen beforehand.
b) Via the Order screen
Alternatively you can create a return via the Order Edit screen, by pressing the “Create RMA” button at the top of the screen. If there is only one Invoice for the Order then it will direct you straight to the Returns screen, If there are multiple then you will be directed to an Invoice selection screen beforehand.
Returns Screen
From the Returns screen you can view information related to the Return within the header at the top. There are several tabs below this used to control the items returned and how they are returned. “Dispatched” invoices shows the items on that Invoice that can be Returned. To begin a Return against a Product you can press “Return” against a line on the “Dispatched Invoices” tab. This tab is the items ordered on the Invoice. (Note: For Bob1 Orders this will be empty, please refer to the guide below on Bob1)
Handling Return Types
On the Return Detail screen, that is displayed when pressing “Return” against a Product row. There are several different Return types to suit the Customers issue.
a) Replacement
For a like for like replacement where the item is broken or lost in transit (for example), you can fill out Return details as follows. Where we define a Return Qty (if it is coming back), we must select either “Replacement Only” or “Replacement and Book Stock” from the Return Type dropdown in order to raise a new order afterwards. You will also need to define a reason.
Mispick – If you have a mispick then press “Add Product”, find the Product and then add it. This will then be displayed within the “Received” tab. You don’t need to actually Return this.
b) Refund
For a Refund where the Customer is asking for a refund on the Product for whatever reason we can define this as follows. If you see the image below as an example you can see this is for when the Customer has ordered the wrong item. So we are going to restock it as nothing is wrong with it and we are not going to replace as they cant find the part on the website they require.
c) Book Stock Only – No Refund
In the situation where we do not want to give the Customer a Refund, and only want to book stock in we can select “No Refund and Book Stock” from the Return Type dropdown. This will not raise a Refund Invoice to be processed and will just book stock back into its pick location.
d) Bob1 Return
For a BoB1 Return there will be no Products within the “Dispatched Invoices” grid as there are with BoB2 Returns. Therefore you will need to note the item you are looking to Return for the Order and press “Add Product” above this tab. From here you can search for the Product to be returned for the BoB1 Order and press “Add”.
When the Product has been added and you have returned to the Returns screen you will notice it has been added to the “Received” tab. On the row there will be a button labelled “Return”. Press this and you can then fill out details related to the Products return. (Note: For a Bob1 Order there will be nothing within Invoice qty as there is no knowing of this).
e) Chargeback Return
On the Return tab under the “Dispatched Invoices” tab, you will see the items that can be Returned that are related to the Invoice (you can add more via the “Add Product” button).
On the Return Detail screen that appears after pressing “Return”, you can fill out information related to the Return (qty, price, type, reason). Ensure you select either “Chargeback Only” or “Chargeback and Book Stock” from the Return Type dropdown.
Once added you will see this return line added into the “Refund” tab, you will also notice a back arrow icon next to the line to symbolize it is a Chargeback. Next you will need to fill out information on the “Goods Received” tab, see the next section…
Receipt of Returned Goods
After adding all of the Items you are Returning. You now need to fill out details to the Receipt of the Returned Goods. This tab allows you to define details related to the date received, the expected qty, a reference, a postage refund amount, reason for it and then also for goodwill if necessary. When the details have been entered then press “Goods Received”. Pressing this will add the Postage or Goodwill if defined to the “Received and Refund” tab.
NOTE – Chargeback: Ensure “Chargeback” is selected again as the Return Type before pressing “Goods Received”. Please note that Chargeback Returns are handled differently for Refunds, where the Transaction will always fall into Referrals one by one. So be aware of that after forcing Transactions in Referrals, as there may be more.
Confirming Return
- From the “Received and Refund” tab you can see what is being Refunded to the Customer. Such as any Products, Shipping or Goodwill.
- From the “Received and Replace” tab you will see any Products that are not being Refunded but are in fact being raised as a like for like replacement.
Once happy with the Refunds/Replacements then scroll to the top and press “Confirm”. Please note that if you are Refunding Goodwill also then you will be prompted with a confirmation popup as a security measure.
NOTE: Please ensure you check for duplicate items on the same return, the system will warn you of this.
Refunds…
For more information and instructions on handling the Refund Transactions that are generated on creating a Return, press the button below…
Refund Guide