How to Request a Refund
If an order is in Business Central, that means that the client has been charged for it.
If an order is updated in Business Central and the order value changes, we must email our Finance Team to inform them of that change so that the client could be refunded back the difference.
How to open the Refund Request email template:
Refund Request Template:
SUBJECT: Refund Request - WEB12345 / WO123456
BODY:
Hi AR,
Could you please process this refund request:
Order Number - WEB12345 / WO123456
Client Name - Enter Customer Name Here
Is shipping being refunded - Yes or No?
Replacement Order Number? - Enter Replacement WO# here if there is one
Reason for Refund (e.g. Defective, Stock Issue, etc.)
Example Comments: "Please refund the below pieces due to stock issues on this order."
Item(s)
18500-NAV-M (10pcs) @ $25.68ea
- Line Discount %: 10.00779%
- Invoice Discount %: 15%
18500-NAV-L (5pcs) @ $25.68ea
- Line Discount %:10.00779%
- Invoice Discount %: 15%
Old Total Incl. VAT (CAD): $2,616.24
New Total Incl. VAT (CAD): $2,102.22
User Note Entered? Yes or No (Hint: SHOULD BE YES! Enter the user note before submitting this request.
Posting Date Updated? Yes or No (Update to today's date before posting the prepayment invoice).
Cash Credits Updated? Yes or No
How to Update the Order in Business Central:
*NOTE* If you are requesting a refund for damaged items, you will be unable to remove them from the work order. In this case, proceed to Step 8.
STEP 1: Open up the Sales Order (Sales -> Sales Orders -> Search -> Enter the WO# -> Click on the WO# that comes up)
STEP 2: Change the Posting Date to Today's Date
STEP 3: Modify the Prepayment:
- Click on Action -> Posting -> Prepayment -> Post Prepayment Credit Memo
- Click on Release -> Reopen
STEP 4: Fill in the Old Order Total:
- Scroll down to the Lines section and take note of the "Total Incl. VAT (CAD)" amount.
- TIP Saving a screenshot of the lines with the unit prices, line discounts, and order total can help if you make a mistake and need to look at the original order.
- Copy this amount into the "Old Total Incl. VAT (CAD)" section of the refund request email template in HelpScout:
STEP 5: Edit / Remove the items that are being refunded:
STEP 6: Once the items that you are removing have been deleted, the order total will change accordingly. Copy this amount into the "New Total Incl. VAT (CAD)" section of the refund request email template in HelpScout:
STEP 7: Process the Prepayment Invoice
- Actions -> Posting -> Prepayment -> Post Prepayment Invoice
STEP 8: Release the order (Click on Release -> Release)
STEP 9: Add a Note explaining which item(s) were refunded and why:
