Creating Customer Return Lines

Customer return lines are created from the originating sales order lines. After you save your customer return, you can create customer return lines by selecting the required sales order lines from the initial sales order. Only lines associated with the originating sales order are available to select. You can select all the sales order lines at once, or select individual lines as appropriate.

To create a customer return line from a customer return:

  1. Click New in the customer return lines related list.
  2. Select the sales order lines you want to create customer return lines for.
  3. [Optional] You can view the sales order lines you have selected in isolation by clicking Show Selected.
  4. [Optional] You can return to the sales order line selection popup by clicking Back to Results.
  5. Click Next.
  6. [Optional] Select the reason for return from the drop-down list.
  7. [Optional] Select the return action from the drop-down list.
  8. Enter the number of items you are returning.
  9. [Optional] Edit the unit price of the line item as required.
  10. Click Save.

If you want to use the Classic mode Customer Return Lines Related List you must add it to the Customer Returns layout.

All of the sales order lines are selected by default when you click Create Customer Return from the sales order. You can change the selection of sales order lines as detailed below. However, a customer return must have at least one customer return line associated with it before it can be submitted for approval.

To change the selection of sales order lines you can do the following:

  • Deselect the Select All checkbox adjacent to the Actions column on the sales order line items list and then select the line items you want to add to the customer return.
  • Deselect individual sales order line items that you want to remove from the list of selected line items.

To add a sales order line to a customer return:

  1. Select the sales order lines you want to include in the customer return.
  2. Enter the number of items you are returning in the To Return field.
  3. Click Save.
Note:

You cannot enter a unit price in the customer return line that is higher than the extended unit price on the original sales order line. The Unit Price field is editable on the Customer Return page but if you enter a higher unit price on the customer return line you will receive an error message. If you wish to credit other amounts or fees, for example the shipping costs of the sales order line, you can credit these amounts from the original sales invoice.

Notes:
  • The sales order line you select to create a customer return line from must be related to the sales order that the customer return is associated with.
  • A sales order line can only be associated with one customer return line into a customer return. This ensures a sales order line is only returned once per customer return.