Enter a Return

Accounting > Receivables > Point of Sale > Returns and Refunds > Enter a Return
Merchandising and Distribution > Logistics > Delivery Processing > Point of Sale > Enter a Return
Customer > Point of Sale > Returns and Refunds > Enter a Return
Customer > Customer Service > Returns and Refunds > Enter a Return
Customer > Coordination and Logistics > Delivery Processing > Point of Sale > Enter a Return

Use this process to enter customer merchandise returns and customer refunds. This topic describes the "entry" version of this routine, but you can use it to find descriptions of the screen contents. If you are accessing this Help topic via the "read-only" version of this routine, you cannot edit any fields in a read-only routine.

To enter exchanges, use the Enter an Exchange routine.

Returns do not hit the general ledger until completion. Even though the refund transaction appears in the Order Comments file on the date of entry, the system does not allow the actual refund of the money until you receive the merchandise back into inventory and complete the return.

All returns post to the selling location except for transactions using STORIS' in-house credit card process (specified at the Settlement Type field in the Electronic Merchant Settings), where returns for credit card transactions post to the operator's log-on location.

When issuing a return, you cannot select a gift certificate payment type via the Payment Summary Window.

For service orders, you cannot return or exchange parts, labor, or charges. However, you can perform dollars-only adjustments on these line items.

If the "Automated and Manual POS Numbers" field on the Miscellaneous tab in Warehouse/Store Location Settings is blank and you enter a completed or voided order number at the Return Number prompt, you have the option of viewing the order in read-only mode. Once you indicate the order number, a message appears stating that the order exists and asks if you want to view it in inquiry mode. You can answer Yes to view the read-only version of the order or you can answer No to reenter the number.

Depending on your permissions set in "Point of Sale User Verification subcategory" on the Advanced tab of Point of Sale Control Settings, you may be required to enter your user ID and password in order to create a new order or update and existing one. If required to enter your credentials, a prompt opens after a new or existing order number is entered into the Return Number field.

Enter the transaction number for this return. If your system is set up to auto-assign transaction numbers, press Enter or click the Plus button to automatically assign the next sequential number. If you click on the Action button, the following list of routines appears, any of which you can use to locate an existing return document.

If the Automated & Manual POS Numbers feature is active in the Warehouse/Store Location Settings you have the option of manually assigning an order number or letting the system automatically generate a number for you.

This read-only field appears after the Customer Number field has been populated.

Step 1 - Customer

Basic Information

Indicate the type of return order you are creating. You have the following options:

R - Regular Pick Up (the store is picking up the returned item from the customer)
C - Customer Drop Off (the customer is dropping off the returned item to the store)

You can specify a default response to this field, or specify no default, at the Returns field on the General tab of the Point of Sale Control Settings.

Indicate the number of the original order containing the item you want to return. This field is required even if an original order number does not exist. Click the Search button to select from the following options used to locate the order in the system:

To enter returns for orders not found in the system, you must have access via the Enter return/exchange/dollar adjustment without original order field in the Extended Security settings. If you do not have access, you cannot proceed until you enter an order number that exists in the system.

The transaction date displays. For new orders, the current date defaults. You can change the date by entering a new date directly or by clicking on the Calendar Icon to select a date, but the date you specify cannot be a future date or for a closed period.

To backdate orders from an overlap month back to the previous (current) month, you must have permission via the Backdate Transactions field in the Create a User/Group Actions - Sales Security settings.

Enter the code for the location from which you are issuing the credit memo or return. The default location from the log-in screen appears, if any. Click the Arrow button to choose from the drop-down list of locations available to you (these locations may be affected by Regional Processing restrictions).

Specify the salespersons you want to associate with this customer return. If you click on the Search button, a list of salesperson appears from which you can choose to select one more. If you click on the Action button, the multiple salesperson selection window appears via which you can create a list of salespeople to associate with this return.

To edit the Salesperson field, log-on users accessing an existing order must have permission via the Change the salesperson indicated on an open transaction setting in the Extended Security (Sales) settings. If not, this field is inactive.

Customer Information

The customer code from the sales document appears, if available. If the customer for this return is not the same as the customer from the original sale, you can enter a different credit-to customer. If the original sales document is a quick sale order, you must enter a valid customer. If the original sales document is not available, you must enter the customer code for whom you are creating this return.

If the code you enter is numeric, the system assumes you are entering a customer code. When you enter a valid customer code, additional customer information appears below and you can proceed with the order. If you enter a number that does not exist in the system, an error message appears.

If your entry includes one or more alpha characters (for example, a customer last name), the Search for a Customer appears which you use to locate your entry (if it exists) in the system.

To search for an existing customer, click on the Search button to access the Search for a Customer screen from which you can select a customer.

To create a new customer "on-the-fly", click on the Action button to access the Customer Settings. Note that if the CUSTOMER SEARCH - Always during entry field is active in the Point of Sale Control Settings, the Search for a Customer screen appears first.

The customers you can access at this and other Customer fields may be restricted by Regional Processing.

Billing Information

Customer name displays from the original order, if one was specified. Otherwise, once a customer number has been indicated, the full name displays from customer settings. If available, the customer's home telephone number, cell phone number, work telephone number, work extension number, and primary email address display from Customer Settings.

The customer's billing address displays from Customer Settings. If changing the Shipping Information for this order, you have the option of also changing the Billing Information. (See below)

Shipping Information

Once a customer number has been indicated, the shipping name, phone numbers, and email address display from Customer Settings. If separate shipping information has not been indicated in customer settings, the shipping information and billing information are initially the same when creating a new order. You can enter shipping information for the order by clicking the Actions button and selecting Shipping Information.

The customer's shipping address, if any, displays from Customer Settings. If a separate shipping address has not been indicated in customer settings, the shipping information and billing information are initially the same when creating a new order. In either case, you can enter the shipping address for the order by clicking the Actions button and selecting Shipping Information. To select an existing ship-to address, use the Customer Order Information Screen from the Actions button.

FulFillment Information

Pickup Information

Enter the scheduled pickup date. If you click in the Calendar Icon, a calendar appears from which you can select a date. This field is active only if you set the Type field to Regular Pick Up.

If you click on the Action button, a menu appears with the following options:

If using the Consolidate Delivery Dates feature, the system checks for other orders scheduled for this customer.

Note that the system does not require a pick up date for customer returns until you attempt to complete the order.

Enter the code for the location from which you want to return the merchandise. The default location from the log-in screen appears, if any. Click the Arrow button to choose from the drop-down list of locations available to you (these locations may be affected by Regional Processing restrictions).

Select this option to print extended pickup instructions. If this option is selected, the Extended Instructions Text Box window displays, providing for entry of additional pickup instructions. Previously entered extended instructions text can be changed by clicking the Action button at this field.

Actions button, Customer tab, Enter a Return Routine

Add Attachments
Additional Comments
Audit Comments Log
Customer Order Information
Custom Order Information
Edit Attachments
Order Total Full Display
Print Return - Available in View an Existing Sales Order only. To print in this routine, you must first complete the order.
Shipping Information
Trade Designer Information
View Attachment
Assign Payment Terminal - Select this option to access the EMV Terminal Selection screen, where you can view and edit the current payment terminal assignment.

Step 2 - Merchandise

If the original sales document on which the return is based exists on the system, the Original Order Piece Selection appears listing the products purchased on the original sales order. Use this screen to record the items being returned. The Customer Name, Current Document, and Original Document display. You must select a reason for returning before proceeding with the return.

Indicate the code of the product being returned. Click the Search button to select a product from the Search for a Product window. If the camera icon is active, click on it to view a picture of the product. If the camera icon is inactive, no image exists for the product at this time.

If the original sales document for the return exists in the system, the Original Order Piece Selection appears to select the item(s) to be returned. Once selected, the returned item(s) are automatically populated into rows on this Merchandise page.

When a serial-tracked product is returned, the number with which the piece was sold is the number that remains with the piece when returned.

The original selling price of the product, minus any adjustments, displays. The amount in this field cannot be edited.

The original selling price of the product, minus any adjustments, displays. The amount in this field can be edited.

If the returned product is a linked warranty and the Prorate Returned Warranties box is checked in the Point of Sale Control Settings then a prorated price is populated in this field. If your Change reduced warranty price; not exceeding original price User Sales Security setting is enabled, you can increase the prorated warranty price, up to but not exceeding the original price.

If you established a reduced return percentage in either Costing Control Settings or Group Settings, the reduced price of returned merchandise displays here. If you have permission via User Sales Security, Change reduced return price; not exceeding original price, you can increase the price refunded up to but not exceeding the original selling price, minus adjustments. The cost reduction does not change when you edit the reduced price.

Use this field to change the reason the item is being returned. Click the Arrow to select from a list of available reason codes.

You must have security permission via Create a User/Group Logistics Security (or obtain manager override credentials) in order to assign a restricted As-Is reason code. A restricted reason code has the "This Reason is Used For" field set to "As-Is Restricted" in Reason Code Settings.

To receive the returned merchandise into As-Is inventory, check the box at this field. To receive the returned merchandise into regular inventory, leave the box blank.

If the Return Pieces to As-Is field is enabled in the Point of Sale Control Settings, a check defaults at this field but you can override it.

Click the Save + Add Another button to add the current item to the order and reset the product entry fields to null.

Click the Save button to add the current item to the order.

Click the Cancel link to clear the product entry fields and return to the Line Item Display.

Click the Add Item button to add another line item to the order. The product entry fields appear at the top of the screen to be populated by you. When the product information has been entered, click the Save + Add Another button to add the current item to the order and reset the product entry fields to null; click the Save button to add the current item to the order; or click Cancel to cancel entering a new item and return to the Line Item Display.

Click the Expand All Rows button to display the full line item information for all available rows in the Line Item Display.

Click the Collapse All Rows button to hide the additional line item information for all available rows in the Line Item Display.

The Line Item Display section of this screen shows each line item with its information contained in its own row. Rows cannot be edited; to edit information in a row, click the associated Edit button and the product entry fields in the top of the screen populate where they can be edited. The row being edited turns yellow to signify that its information currently is being changed. To remove an item from the Line Item Display (and from the order), click the associated Remove link to delete the row from the order.

Each row in the Line Item Display displays the following information about the product on the order:

Product
Description
Status
Return to As Is
Quantity Ordered
Unit Price
Extended Price

Click to display additional information about the line item. The following additional information appears:

Second Description
Vendor Model Number
Regular Selling Price

Click to hide the additional line item information.

Click the Edit button to edit the row's contents. The row highlights in yellow and the row's information appears in the top of the screen to be edited. Note that the row itself (whether white or yellow) cannot be edited.

Click the Remove button to delete the entire line item row from the order. A message appears confirming this action. Click "Yes" to proceed with the deletion or click "Cancel" to keep the line item return to the entry process.

After you add the returned-product information to the Line Item Display, the Inventory Selection screen may display in order for you to provide entry of the

    - Quantity of the return product,

    - Reference Number (if applicable),

    - Storage Location (if tracked), and

    - Reason Code (reason for return).

Right-Click Menu

Right-click menus are user-defined menus available in selected routines. The options listed below come delivered with STORIS, but you can edit these menus using the Dynamic Escape Settings.

Actions Menu, Merchandise Tab in Return Processing

Audit Comments Log
Line Comments - Note that the system brings over line comments (if any) from the original order.
Line Item Full Display
Original Invoice
Product Full Display
View Adjusted Prices - Opens the Original Order Piece Selection screen.

Step 3 - Payment

The customer name associated with this order automatically displays.

Discounts

The amount of the discount resulting from the Discount Code field displays here.

Additional Discounts

Charges and Fees

You can charge or refund delivery or pickup fees. Enter refunds as positive dollar amounts, increasing the refund or credit. Enter charges as negative dollar amounts, reducing the refund or credit. To edit this field, you must have access via Override System Calculated Delivery Charges or via entry of a security override from an authorized user. If the DELIVERY CHARGES - Prompt for Reason Code if Overridden setting is enabled the Enter Reason Code window displays and you must enter a reason code.

Installation or restocking fees can be charged or refunded. Refunds are entered as positive dollar amounts, increasing the refund or credit. Charges are entered as negative dollar amounts, reducing the refund or credit.

A restocking charge is automatically calculated if a value exists in the Restocking Fee on Returns field in Point of Sale Control Settings. This amount can be overridden if the user has permission as defined in Create a User/Group Actions - Sales Security. A newly calculated charge overwrites any previously overridden amount. Once a charge is manually overridden, the charge is no longer recalculated. Overridden charges are updated to the audit comments for the transaction.

If the customer and/or return products are subject to tax, the running total of calculated sales tax for this memo/return displays here.

Refunds

Payments

Use this field to enter the refund payment type. Either enter the type directly into the field or click on the Action button to access the Payment Summary Window in order to enter refunds for this order.

Your ability to enter refunds/payments as cash, check, third-party-financed, credit card, or gift certificate depends on various system settings.

When issuing credit card refunds, the system does not credit funds to the customer until you complete the customer return.

After the Payment Type Code for this Payment section has been specified, the total amount to be refunded to the customer appears in this read-only field.

To issue a refund check to the customer, check this box. When saving the entry, a confirmation prompt asks if a refund check should be created. If this box is not checked, the option to post an A/R credit is offered when saving out of the entry.

The Refund Check field in the Point of Sale Control Settings (Sales Order ACF) controls when this prompt is available.

Financing

Use this field to credit the refund back to the finance provider. Click the Search button to select a financing code from the Payment Type Code window. Once a finance plan has been specified, click the Action button to select either Finance Entry or Card Swipe. Select Finance Entry to use the Finance Receivable Entry window to enter finance credit information, such as the account number supplied by the finance provider.

After the Payment Type Code for this Financing section has been specified, the total amount to be returned to the finance provider appears in this read-only field.

Totals

This field automatically displays the total dollar amount of the return merchandise, before tax and discount amounts are applied.

The total amount of discounts applied toward this order automatically appears here.

The total amount of all the fields shown in the Charges and Fees section of this screen automatically appears here.

This field displays a running total of return merchandise, including discounts applied and additional charges (sales tax, delivery/pickup, installation/restock charges). This total does not include deposits/financing amounts.

This field shows refund/financing amounts.

Ticket Print

To print a pickup ticket for this order, check the box. Otherwise, leave the box blank. To edit this field, you must have clearance via the Print a Customer Pickup Ticket Within POS Entry field in the Extended Security settings. This field is inactive for customer drop-off orders as well as until a pick-up date is scheduled for the order.

Completion

Add Attachments

Adjust the Net Total
Advanced Line Item Display
Audit Comments Log
C.O.D Worksheet
Edit Attachments
Finance Application
Minimum Deposit by Line
Multiple Delivery Charges
Order Total Full Display
Remove Delivery Override Flag - if a user overrides the amounts in the Delivery Charge or Pickup Charge fields, this option activates and you can restore the delivery or pickup charge to its automatically calculated amount. To use this option, you must have access via the Override system calculated delivery charges field in Create a User/Group Actions - Sales Security.
Trade Designer Information
View Attachment

When finished entering applicable data on the Payment page, click the Save button at the top of the screen to process this return.

If the Issue Refund Check option is not selected, this prompt appears:

Upon document completion, an A/R credit of NNN.NN will be posted.

Click Yes to post the A/R credit to the customer's account or click No to return to the Payment page.

If the Issue Refund Check option is selected, the following prompt appears:

NNN.NN Credit. Will create refund check. OK Cancel

Click OK to create a refund check or click Cancel to return to the Payment page. The check-mark at Issue Refund Check is automatically cleared.

If Complete Customer Return is checked, the Completion Date Entry window prompts for the Completion Date. Indicate the date and click OK to proceed.
The program prompts:

Would you like a printed copy of this return? Yes No.

Click Yes to print/view the document or click No to skip printing the document.