Order returns and complaints: reporting, warehouse receipt and completion

What it is for

A return or complaint links the returned items to the order, receives the goods back into the warehouse and leaves a trail for accounting.

Where to find it in the app

• Reporting: order details, "Utwórz zwrot" (Create return) button. It appears for orders that are "Wysłane" (Shipped), "Częściowo wysłane" (Partially shipped), "Dostarczone" (Delivered) and "Zakończone" (Completed), if something was shipped and not returned in full.
• Handling: menu "Sales and logistics", "Returns", with the "Status" filter. On "To do" there is a "Returns to receive" tile.
• Preview requires the permission to read orders, while reporting and receiving require the permission to write orders.

Step by step

1. In the "Zwrot do zamówienia" (Return for order) window choose "Rodzaj" (Type) (Return or Complaint) and, optionally, "Magazyn przyjęcia" (Receiving warehouse). By default this is the warehouse the goods were shipped from.
2. In "Pozycje zwracane" (Items being returned) enter "Ilość" (Quantity) and "Stan towaru" (Goods condition) ("Zdatny do sprzedaży" (Sellable) or "Uszkodzony" (Damaged)), add "Powód" (Reason) and "Uwagi" (Notes), then click "Zgłoś zwrot" (Report return). The status is "Zgłoszony" (Reported), and the refund amount is calculated from the items.
3. When the parcel arrives, open the return on the "Returns" screen and click "Accept return": select "Destination warehouse" and "Receipt date", assess the condition of each item, optionally enter the batch number and expiry date, then "Receive into warehouse". The status is "Received into warehouse".
4. Click "Complete return": tick "Payment refunded to the customer" if you have given the money back, and select "Credit note" if one has already been issued. The status is "Completed".

What happens to the goods

Receiving creates a PW (internal receipt) document at the cost of sales, with the appropriate accounting entry. Sellable goods return to sellable stock, while damaged goods go to the damaged zone, so they do not increase availability. Bundles return as components.

Rejecting a return

You can reject a reported return with the "Odrzuć" (Reject) button and then "Odrzuć zwrot" (Reject return), filling in the "Powód odrzucenia" (Rejection reason) field. The return is closed without receiving the goods, the reason goes into the notes, and the payment refund gets the status "Brak zwrotu płatności" (No payment refund). Nothing more can be done with a rejected or completed return.

Invoice correction and payment refund