A buyer sends something back, or keeps it and is refunded part of the price. Either way you record it on the order's page, in a sheet that says what changes before anything is saved. The order's status follows from your answers; you never choose it from a list.
Recording a return
Choose Record a return on the order and answer three things:
- Units returned. How many came back. A split order's variants come back whole.
- Can they be sold again? Yes, back in stock, takes their cost off cost of goods sold and puts them back on the shelf: the order reads Returned (restocked). No, for goods damaged or not fit to sell, leaves their cost counted against the order: the order reads Returned.
- What did you refund? The units returned, the whole order or a different amount, with the refund date, and any return postage you paid for the label.
The sheet works out what this changes: the refund, the sales channel's fees credited back on it, the cost of the units back in stock, the return postage, and the order's gross profit before and after. Record it, and the order's page and the figures follow. Return more units records a second return for units that came back later.
Recording a refund the buyer keeps
Record a refund is for a refund where the buyer keeps the item, such as a goodwill refund for a missing part. Give the amount and its date. The item's cost stays a cost; the refund and the fee credited on it move net sales, fees and the balance. If the item comes back, Record a return instead, in its sheet, opens the return's.
When a refund counts
A refund counts in the period of its own date, as the sales channel's statement counts it. An order sold in March and refunded in April keeps March's sale as it was; April's figures carry the refund. A refund dated after the Lock date can be recorded on an order dated before it.
Changing or undoing one
Edit return or Edit refund changes the latest one on the order; Undo return or Undo refund takes it off, each refund before it standing as recorded. Undoing a return can keep its refund as a goodwill refund if the buyer was refunded anyway.
Cancelling an order
Cancel order is for an order called off before it was sent: its sale leaves your books, no fee is counted and the units go back on the shelf. A cancelled order is refunded nothing; a sale already sent and refunded is a return.
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