ℹ️ Product returns are a 2-step process.
First, return the sale of products as well as their associated dispensing fees (if required), and add them back to stock (if required); then, once the sale of a product has been returned, a Credit Note is automatically generated onto the clients account for future use.
Second, clinics can also choose to Refund credit notes back to the client in their preferred method of payment (i.e cash, card, etc).
Use cases for using the Return Product feature
If the sale was made in the past
If the sale is dated today and the client has already paid
If the sale is dated today and has been Closed (even if there is no payment)
📌 If a product was added (and dated today), and the client has not paid for the sale, then we recommend deleting the line item.
Permissions to Return Products
Please make sure your user has the permissions to "Create Product Return". If you do not see this option, please ask someone with Administrator permissions in your practice to enable this option for you.
Returning one or more Products
The Return Product option will only appear for users with the correct permissions (as noted above), and once the Close sale button is selected (this will display the option to Re-open to edit).
To return a product (or multiple products), navigate to the Return action button in the Product line item; then
From within the pop-up window, adjust the Quantity to be returned. Keep in mind, the quantity/amount cannot be higher than the original amount sold.
You will also have the option to Add back to stock by selecting the checkbox; this option is not selected by default.
For products that have a dispensing fee, the Add dispensing fee button will appear and will be selected by default. This will credit the value of the dispensing fee, as well as the value of the product.
If your sale has multiple products, an additional field entitled Select Product will appear. You can Add and return multiple products from within on workflow.
Generate Credit Note is selected by default and will update the client's balance, and create a Credit Note
📌 Unselecting the Generate Credit Note button is used in limited cases. For example, when the client wants to return a product, but he/she is not interested in receiving a credit (i.e. when a pet is on a medication that is no longer useful, or if the pet is deceased).
If the sale also contains services, you can toggle ON the Credit Services button to credit any associated services as well.
Fill in the mandatory Reason field
Select to Confirm to finalize the return
📌 The Return button is not available on open sales; please make sure the Close sale to access the action; find out more about Sale/Invoice Statuses here.
📌 Returning a product does not update or remove its reminder protocol. If you wish to remove the reminder, you can do so from the Record or Health Card.
Returning the Same Product Multiple Times
You can return the same product line item on separate occasions.
For example, if you sold 4 units, you could return 1 unit today (with a specific reason for the return), and you can still return the remaining 3 units tomorrow (that might have a different return reason).
You will be able to see the entire return history (how many units were returned, the reason and when) by clicking on the red badge.
Crediting Service from the Return Product Workflow
You can also choose to Credit Services that may be part of the same sale by turning the Credit Services toggle On.
📌 Ensure you have the correct permissions to "Credit Sold Services" set, or contact your clinic Administrator to have these turned.
Refunding the Product (or Service) Credit Note
📌 If you do not select Generate Credit Note, you will not be able to refund the product value back to your client.
Refunding the value of a product return back to clients is a two-part process. First, a Credit Note must be generated, only then can it be refunded.
Client Credit Notes are generated when Generate Credit Note is selected, and automatically attached to the Client sale.
To Refund a credit note,
Click on the Credit icon to the right of the credit field
Select the Preview Credit Note button
Click Refund on the top of the credit note
Fill out the Refund details in the Reverse/Refund Payment pop-up window.
Hit Save to finalize the credit note refund
Credited Products are displayed on the original record, with a red tag below the Total indicating the "Credit Issued" amount.
Returned products are displayed on the original record, with a red tag, including the quantity that was returned as well.
📌 If you do not see a Refund button it is because 1) no payment was received against the sale; 2) a refund had already been issued; or 3) the credit was already applied to another purchase.
📌 Generating a Credit Note creates new transaction for the date it was processed. This action will not impact the Total Sales Value or Taxes of the original sale.
Return Product without Generating Credit Note
If you choose to return the product to stock without issuing a credit note, uncheck the Generate Credit Note option. This will have no financial implication on the original sale.
This can be used in limited cases when the client wants to return products, but he/she is not interested in receiving a credit (i.e, when a pet is on a medication that is no longer useful, or if the pet is deceased).
For more information on Credit Notes, please refer to our help center article.