FAQ - How Do I Process Customer Credits and Refunds?



A) A refund can be provided by creating a negative payment on an order.

To add a negative payment on an order:

Step     Action 

  1.        On the Order requiring the refund, select {New} under Payments section. 


             The New Payment modal window will open.


  2.      Enter negative value for the refund amount.

  3.      Select {Save}. A results window will pop-up to confirm payment added. The refunded amount will now show 

           under payments in brackets.   


B) A balance can be written off by creating an entry for the customer.

To write-off a balance:

Step        Action

  1.        Select {Accounting} and then select the Entries tab.

  2.        Select {New} under EntriesA New Entry page will open.

  3.        Complete the fields. 


             Note: The Type should be Negative to write-off a balance.

                       Use Pre-fill From Order Items to write-off an order directly. This will automatically set 

                       the GL Account Allocation and Tax Allocation based on the Order. For more information 

                       on creating an entry, see Entries-Creating a New Entry.


  4.      Select {Save}. The entry page will be renamed based on the Entry Number and the balance 

           write-off is complete.


C) A credit and a refund can both be issued to a customer by creating a negative payment on an order and creating an entry.

To provide the refund

Step     Action 

  1.        On the Order requiring the refund, select {New} under Payments section. 

            The New Payment modal window will open.

  2.       Enter negative value for the refund amount.

  3.       Select {Save}. A results window will pop-up to confirm payment added. The refunded amount will now show 

            under payments in brackets.   


To provide the credit:

  1.        Select {Accounting} and then select the Entries tab.

  2.        Select {New} under EntriesA New Entry page will open.

  3.        Complete the fields. 

             Note: For more information on creating an entry, see Entries-Creating a New Entry.

  4.        Select {Save}. The entry page will be renamed based on the Entry Number.


D) A credit for future use can be issued by first creating an entry and later applying it to an order.

To create the entry:

  1.        Select {Accounting} and then select the Entries tab.

  2.        Select {New} under EntriesA New Entry page will open.

  3.        Complete the fields. 

             Note: For more information on creating an entry, see Entries-Creating a New Entry.

  4.        Select {Save}. The entry page will be renamed based on the Entry Number. The entry 

             number will be needed to pull-up the entry for applying to an order later.


To apply the credit to an order:

Step      Action

  1.        Select {Accounting} and then select the Entries tab. 

  2.        Hover mouse over Entry # order needs to be applied to and select the pencil icon that appears. The Entries  

             edit page will appear. 

  3.        Scroll to the bottom of the Entries edit page to the Applied Orders section.

  4.        Select {New} under Applied Orders. An Add Order modal window will open.


             Note: The Add Order results will be filtered by Customer Name automatically as that field 

             is pre-filled based on entry selected.

  5.        Select order item to be added by checking box to the left hand side under Number column. 

             Entries can only be applied to one order at a time.

  6.        Select {Add}. A New Applied Order modal window will open for the previously selected order.


            Note: The full amount of the entry will be pre-filled but can be adjusted manually.

  7      Select {Save}. The applied order is now completed on the entry.


            Note: The Entry Adjustment will now be visible on the Order view page.