• Before beginning, complete this checklist:
  • Verify that a credit or replacement has not already been processed
  • Open original order and move invoice from Header Attachments to your right screen. This will contain important info such as:
    • The original order number
    • The original invoice
    • Whether it was a credit card order or a Net 30
    • The bill to and ship to numbers
    • The item number and quantity that needs to be credited
  • The Error reason code
    •  Research may be needed to determine the correct reason code
  • See lead for credits with specials
  • Click for instructions without screenshots
    
  • If an item is being returned for credit; see credit with return
    
  • When crediting sales tax only, see Sale Tax Credits Job Aid

Credit Only Entry Process

1. Select Navigator then click CBS Menu> Sales Order> Credit/Debit Entry> RMA-Credit Only (Right click on “RMA-Credit Only to add as a favorite)

2. Click

3. Click and then Select

4. Enter the Order Number, Order Type, and then click

5. Click the box on the row or rows being credited. ***Select Parent Lines Only!***

• Unlike Credits with Return, Freight & Promos can be selected at this point.
• If crediting multiple items:
  • Separate credits must be processed for each invoice and/or reason code

6. Click , , and then

7. Click

8. Change number in field if necessary. Enter a reason code in field from the reason code list. (Only one reason code can be used per credit). Hit Enter to come off line.

9. Copy or make a note of the RMA number. Then click

10. Enter the RMA number and click . If necessary, look it up.

11.  Click , then , then

12. Double click on Order Number link to open credit

13. Add Ordered by Name & Click

14. Double check the Extended Price of line items against the original invoice. Extended price on credit should be negative.

15. Open a detail attachment on 1^st line only.

16. Click

17. Enter CREDIT in the field and hit enter.

18. Click

19. Enter the original invoice number, the PO#, the reason code, a brief explanation and the original order number. Then click .

20. Click

21. Enter reason code in Print Message field and invoice number in 1^st Shipping Instructions field.

22. Click

23. If crediting to an ACCOUNT:

• Verify button selected (should default if original order was on account)
• Click
• Inform customer of credit order number (CN)

• Click
• Note the credit will automatically go on CH hold

• Add Reason Code and Click

24. If crediting to a CREDIT CARD:

• Verify button selected (should default if original order was on credit card)
• Customer credit card from original transaction will default
• Click

• Provide Customer with Credit Number and Click

• Add Reason Code and Click

Credit Card Refund Policy

• Refunds against credit card purchases are to be made to the card used for the original purchase.

• Alternatives should only be offered after attempting to credit the original card.

• In other words, the customer cannot choose to direct the refund to anything other than the original card except in cases where the original card is no longer valid.

• This is for the protection of our customers and their employers.

• In the event that the original card is no longer valid, the following options exist:

1. a credit against an open account
2. a gift certificate for future purchase
3. a refund check issue to the customer
4. We will NOT process a refund against a NEW credit card that we’ve never charged!