Record a return or cancel an order

Pick the action by where the order is. An order that has not shipped is canceled. An order that has gone out is returned or refunded.

Record a return

Use this when units come back.

1. Open the order and click Record return. It is offered on confirmed, in production, ready to ship, partially shipped, shipped, delivered and closed orders.
2. Enter how many units of each line are coming back (up to …).
3. Choose the Reason: customer changed their mind, defective, wrong item, damaged in transit, not as described, or other.
4. Leave Restock units on to put the units back into stock. Turn it off for goods you will not resell.
5. Choose the account to credit under Credit to account, or No balance credit to refund nothing yet.
6. Click Record return.

Keelvy refunds each line at the price the customer actually paid, after discounts. Restocking never brings back more than the stock journal says left for this order. A return on an order nothing was dispatched from restocks nothing.

When every line has been returned, the order becomes Refunded. The returns are listed on the order’s Payments tab.

Refund a line without taking goods back

Use Refund on a line to refund units, with a required reason. Units that never left are money only. Nothing is restocked, and the stock held for them is released. Only units that had been dispatched can be restocked, and only if Restock units is on.

Cancel an order

1. Open the order and click Cancel order.
2. Write the Cancellation reason. It is required.
3. If the order is in production, choose what happens to the work: Cancel the production job, which releases its reserved materials, or Finish it to stock, which leaves production running and puts the finished goods into stock.
4. If the order is paid, choose the account in Refund from account.
5. Click Confirm cancellation.

You can cancel orders up to Ready to ship. A pending order from a sales channel can be canceled without confirming it first. Canceling releases the stock and packing materials held for the order.

For a paid order, canceling records the refund from the account you chose and creates a credit note. If you choose No refund payment, no refund is recorded, but the credit note is still created. The credit note is a draft in Documents → Documents: issue it from the list. If the order has no selling company, no credit note is created.

What the books see

A return or cancellation takes the sale back on its own date. If the month it was sold in is already closed, the change shows as a correction in the current period instead. See Close the books.

To correct an invoice that was already issued, use a credit note. See Correct an invoice with a credit note.

Send a return label

If the order shipped with a carrier label, you can create a return label from the label’s More actions. See Connect a carrier and buy shipping labels.

Related

• How orders hold and use stock
• Know what each order status means