Returns and Refunds

This topic applies to

Applies to

SuiteCommerce InStore

 

Sales associates use the SuiteCommerce InStore (SCIS) to process returns and issue refunds to customers. To see returns and credit memos associated with a customer, an administrator can view a customer record in NetSuite. Alternatively, the administrator can search NetSuite for a particular transaction, or view Sales reports for the day.

Read the following for more information:

Item Returns

To enter a return, the sales associate logs into SCIS to retrieve the transaction. When a return is processed in SCIS, a Customer Return transaction and a Credit Memo are generated in NetSuite. These transaction records are created in addition to the original cash sale created when the item was purchased.

If the customer chooses to purchase a different item, the sales associate can add that item to the return transaction. In this case, an invoice is created in NetSuite for the new order. The credit memo is applied to the new order and the customer refund shows the amount to be refunded after the credit memo is applied.

Refunds

A refund occurs as part of the return process. Sales associates can use any payment method available in SCIS for returns, including a split tender refund, using more than one payment method on the same return transaction. The refund amount is displayed in NetSuite on the Customer Refund transaction.

If the sales associate chooses to refund cash, then the refund is provided from the cash drawer. If the original payment was made with only one credit card, and the payment provider supports referenced refunds, there is no need for the sales associate to interact with the payment device to process a return. A Credit Memo is always created to capture information from return transactions. If the customer chooses to be refunded in cash, or by credit card, the credit memo is closed out at the time of the refund.

Note

By default, refunds and exchanges can only occur if the accounting period in which the transaction took place has a Status of Open. To allow refunds and exchanges for a Closed period, see Permit Refunds or Exchanges for Transactions in Closed Accounting Periods.


Split Tender Refunds

Sales associates can split a refund amount into multiple payment types.

For example, a customer returns a set of items, and the total amount returned is $100. The sales associate wants to refund $25 cash and $75 to a credit card. In SCIS, the sales associate clicks Refund Cash to enter the cash amount, and then clicks Refund Credit Card to enter the remaining amount. The refund transaction is not complete until the total refund amount is entered.

After the refund is submitted in SCIS, a credit memo is created in NetSuite to capture the data from the return. The credit memo is linked to the original sales transaction in the SCIS Returns Credit Memo field on the Related Records Subtab.

Supported Use Cases for Refunds with SCIS

The following table shows customer refund scenarios based on payments received using a PIN pad device. Note that the Payment Network Reference ID (PNREF) is a unique identifier assigned to a transaction payment. 

Sales associates can only process a referenced refund when the original sales transaction has one credit/debit card payment method. After the payment is approved, the payment provider sets a PNREF to it. When the refund takes place, SCIS uses the PNREF to send the refund directly to the credit/debit account. In this case, the sales associate is not required to use the payment device to complete the refund.

Note

If the original payment was submitted with more than one credit/debit card, then to process the refund, the sales associate must use the payment device to swipe or enter each card associated with the original payment and select the amounts to be refunded.


Payment Received from Customer in SCIS with payment device

Sales Transaction Automatically Created in NetSuite

Number of Items Purchased

Number of Items Returned

Split Refund (With PNREF)

Split Refund (Without PNREF)

One credit/debit card

Cash Sale

1

1

OK

OK

One credit/debit card

Invoice

1

1

OK

OK

One credit/debit card

Cash Sale

2

1

OK

OK

One credit/debit card

Invoice

2

1

OK

OK

Multiple credit/debit cards (Split Payment)

Invoice

1

1

Not Supported

OK

Multiple credit/debit cards (Split Payment)

Invoice

2

1

Not Supported

OK

Refund Credit Memo

When the sales associate chooses to refund the customer with a credit memo, a Credit Memo is saved for that customer in NetSuite. The sales associate uses SCIS to search for the customer, and then retrieves the return transaction. The credit memo number is displayed on the receipt from the return. The sales associate can apply the credit memo to the customer’s next purchase. An administrator can view the credit memo on the customer record in NetSuite.

Note

A credit memo cannot be used as payment unless it is associated with a customer record. If a credit memo is required for refund of a purchase made using the Default Customer record, then the sales associate must create a new customer record. For more information, see Default Customer.


Return Reasons

Optionally, sales associates can select a return reason before submitting an item return transaction. Return Reasons is a custom list installed by SCIS. The custom list includes values you can modify, or you can add more.

Note

If a return reason is not selected, then the text, Return Reason appears on the transaction in NetSuite.


To modify or add return reasons:

  1. Go to Customization > Lists, Records, & Fields > Record Types.

  2. Find SCIS Return Reasons (List), and then click List in that row.

  3. Add or modify the list:

    • Click New SCIS Return Reasons (List) to add a new value to the list.

    • Click Edit next to an existing value to change the name or modify filter settings.

  4. Click the Filters subtab, and then select the Location, Website, and Subsidiary where you want these settings to apply. You can select more than one value in each box.

    Note

    By default, the filters are set to apply to all locations, websites, and subsidiaries.


  5. Click Save.