Goods return from customers

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Goods return is a process where a customer returns goods to your company for a good reason. For example, poor quality or delivery of a wrong item.

1C:Drive supports the following process steps:

Set up the goods return process.
Adjust a customer balance.
Record goods return.

You can choose the documents that adjust a customer balance and record goods return. Choose the documents and sequence of these two steps depending on your business scenario. 1C:Drive supports the following business scenarios:

#	Business scenario	Description
1	Credit note only	Create one credit note to do both: adjust a customer balance and record goods return to a warehouse. For example, this scenario applies if the same manager adjusts a customer balance and records the goods return at the same time.
2	Goods receipt first, then credit note	First, create a goods receipt to record the goods return to a warehouse. Then create a credit note to adjust a customer balance. For example, this scenario applies if a sales manager adjusts a customer balance only after the customer returns goods and a warehouse manager records the goods return.
3	Credit note first, then goods receipt	First, create a credit note to adjust a customer balance. Then create a goods receipt to record the goods return to a warehouse. For example, this scenario applies if a sales manager adjusts a customer balance first, then the customer returns goods and a warehouse manager records the goods return.

Decide which business scenario you want to follow. Then set up the goods return process accordingly. See Setting up goods return process.

Setting up goods return process

Set up your company's accounting policy depending on the business scenario that you want to follow:

Business scenario	Accounting policy settings
Credit note only	Go to Company. Under Enterprise, click Accounting policy. Double-click your company's accounting policy effective now. Open the Advanced inventory management tab. In the Sales return flow section, select the Credit note posts all entries, including inventory option.
Any of the following: Goods receipt first, then credit note Credit note first, then goods receipt	Go to Company. Under Enterprise, click Accounting policy. Double-click your company's accounting policy effective now. Open the Advanced inventory management tab. In the Sales return flow section, select the Credit note document posts customer balance, Goods receipt posts inventory entries option.

To learn more about business scenarios, click here.

To learn more about accounting policy, see Accounting policy.

Adjusting customer balance

If your business scenario is "Goods receipt first, then credit note", see Recording goods return first. Then go back to this section.

To adjust a customer balance, create a credit note with Operation = Sales return. There are several options for creating credit notes. Choose an option depending on the business scenario defined in your company's accounting policy (see Setting up goods return process). The following table shows business scenarios and options that match them:

Business scenario	Options
Any of the following: Credit note only Credit note first, then goods receipt	To create a credit note for a certain sales invoice, open a sales invoice and click Generate > Credit note. To create a single credit note for multiple sales invoices, in the Sales invoices list, select sales invoices and click Generate > Credit note. You might select sales invoices that differ in details such as Customer, Contract, or Warehouse. In this case, a combined credit note is created for each group of sales invoices with the same details. To create a credit note manually from scratch, in the Credit notes list, click Create.
Goods receipt first, then credit note	To create a credit note for a certain goods receipt, open a goods receipt with Operation = Sales return and click Generate > Credit note. To create a single credit note for multiple goods receipts, in the Goods receipts list, select goods receipts with Operation = Sales return and click Generate > Credit note. You might select goods receipts that differ in details such as Counterparty, Contract, or Warehouse. In this case, a combined credit note is created for each group of goods receipts with the same details.

For details on how to create credit notes for goods return, see Sales return.

After you create a credit note, consider your next step. If your business scenario is "Credit note first, then goods receipt", see Recording goods return. If otherwise, the goods return process is completed.

Recording goods return

This section is applicable to the following business scenarios:

Goods receipt first, then credit note.
Credit note first, then goods receipt.

If your business scenario is "Credit note first, then goods receipt", see Adjusting customer balance first. Then go back to this section.

To record goods return to your company's warehouse, create a goods receipt with Operation = Sales return. There are several options for creating goods receipts. Choose an option depending on the business scenario defined in your company's accounting policy (see Setting up goods return process). The following table shows business scenarios and options that match them:

Business scenario	Options
Goods receipt first, then credit note	To create a goods receipt for a certain sales invoice, open a sales invoice and click Generate > Goods receipt. To create a single goods receipt for multiple sales invoices, in the Sales invoices list, select sales invoices and click Generate > Goods receipt. You might select sales invoices that differ in details such as Customer, Contract, or Warehouse. In this case, a combined goods receipt is created for each group of sales invoices with the same details. To create a goods receipt manually from scratch, in the Goods receipts list, click Create.
Credit note first, then goods receipt	To create a goods receipt for a certain credit note, open a credit note with Operation = Sales return and click Generate > Goods receipt. To create a single goods receipt for multiple credit notes, in the Credit notes list, select credit notes with Operation = Sales return and click Generate > Goods receipt. You might select credit notes that differ in details such as Counterparty, Contract, or Warehouse. In this case, a combined goods receipt is created for each group of credit notes with the same details.

For details on how to create goods receipts, see Goods receipts.

After you create a goods receipt, consider your next step. If your business scenario is "Goods receipt first, then credit note", see Adjusting customer balance. If otherwise, the goods return process is completed.

Goods return diagram

The following diagram illustrates the steps of the goods return process depending on a company's business scenario:

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