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Credit Only – Process Exceptions

  • Credit/Debit:
    • For Credit/Debit instances, agents will complete the credit but will send an email to CS helpdesk to complete the debit portion. (Request contains a PDF invoice from original order with explanation and reason code added using Adobe Fill & Sign.)
  • Sales Tax Credits
    • For sales tax exemption credits, agents will complete a Manual Credit only if the account is tax exempt in JDE. During the manual credit process, key TAX as the RMA item number, TAX as the reason code, and Tax Exempt as the explanation on the detail attachment.
    • Some manual tax credits will create an RMA number and a CN number but come over blank. Please submit a credit request to the CS Helpdesk.
    • This has happened also when processing a credit for a promo discount line. If you every get a blank screen, please submit a credit request to the CS Helpdesk.
    • If the account is not yet tax exempt in JDE, agents will instruct the customer to email tax.info@carolina.com with their tax exemption certificate, account number, and request for a credit.
    • In the rare instance a customer has been charged the incorrect tax amount, submit a credit request to the CS Helpdesk.
  • Amazon
    • Instruct the customer to look at their Amazon order history for the item they are requesting a credit for. From their order history, they must click “return authorization request”. The customer fills in some information and reason for the return. This request generates an email to Live Help and someone on Duwana’s team will take care of the request.

CAROLINA has the irrepressible obsession of a company founded by scientists and educators–understanding the ever-changing challenges that educators face and how to address them. Everything we do is about serving educators better.

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