Sales Return (Internal) Applet

Purpose and Overview

Use this applet when a customer returns goods or needs a credit after a sale has already been recorded. You record the return here, keep inventory and customer balance aligned with what your company approved, and hand the same document to warehouse (physical goods) and finance (refund, settlement, or e-invoice steps where applicable).

Video Overview

The video follows the same flow as this guide: the Sales Return (Internal) list, Create Internal Sales Return, Main Details, Account, Lines, and SAVE / FINAL with the posting statuses in Document status reference.

Who uses this

Document status reference

Before you start

• You need a customer that exists in master data (Account tab, Entity ID / Entity Name). If the customer is missing, fix master data or ask your administrator.
• Decide how you will trace the original sale: either use the Search tab (when it appears) or type the original invoice reference on Main Details—see Two ways to create a return.
• Return reasons on Main Details come from configuration. If the list is wrong, ask your administrator to update master data.
• Who may create a return is controlled by permissions; your internal policy may still say which team creates the document.

If you are unsure whether Search, Payment, E-Invoice, or Contra applies to your login, ask your administrator or finance.

Glossary

Quick Start Guide

Eight steps to your first saved return

1. Open Sales Return (Internal) in the sidebar.
2. Click + on the list. The Create Internal Sales Return screen opens.
3. Choose Path 1 (Search) or Path 2 (manual).
4. Click the Main Details tab. Set Branch, Location, Transaction Date, Reason, and Reference as your policy requires.
5. Click the Account tab. Open Entity Details, click Entity ID or Entity Name, and select the customer.
6. Click the Lines tab. Add each returned line (Create / + on the line list), complete Item Details, then click ADD on the line editor.
7. Click CREATE (first save). Continue on the saved return: add lines or Payment lines as needed, then click SAVE until the document is correct.
8. Click FINAL only when sales, warehouse, and finance agree the return is complete—including Payment lines if finance must add them before posting.

If any tab named in these steps is missing, your tenant may hide it. Ask your administrator.

Two ways to create a return

Path 1 — From Search (when the Search tab is visible)

1. Click the Search tab on Create Internal Sales Return.
2. Open Search By Customer, Search By Invoice, or Search By Cashbill (subtab labels match the screen).
3. Run the search, select the prior internal sales invoice or internal sales cashbill you are returning against.
4. Continue on Main Details, Account, and Lines to adjust header and lines for what is actually returned.

Path 2 — Manual (no Search)

1. Skip Search (or ignore it if your administrator hid the tab).
2. On Main Details, type the original invoice or reference in Reference so finance can trace the sale.
3. On Account, select the customer as in step 5 above.
4. On Lines, add returned items and quantities.

More field-level detail: Detailed walkthrough (sales) and Screen and tab reference.

Detailed walkthrough (sales)

Goal: Create a sales return with full tab-by-tab detail.

Open Sales Return (Internal) → click +. The title is Create Internal Sales Return.

Search (only if your administrator enables the Search tab on create):

• Click Search.
• Use Search By Customer, Search By Invoice, or Search By Cashbill to find the prior invoice or cashbill. Or skip this tab and use Reference on Main Details instead (Two ways to create a return).

Main Details

• Select Branch and Location.
• If Delivery Branch and Delivery Location appear, complete them. The screen warns if they differ from the header branch or location.
• Set Transaction Date with the date picker.
• Choose Reason from the configured list.
• Add Remarks for audit when your process expects notes.
• Enter Reference (for example original invoice number) when you did not use Search.

Account

1. Click the Account tab.
2. Open Entity Details if needed.
3. Click Entity ID or Entity Name. Select the customer in the dialog.
4. Review Bill To and Ship To.

Lines

1. Click the Lines tab.
2. Click Create (+) on the line toolbar.
3. Select the item in the dialog.
4. On Add Item, open Item Details → Main Details. Confirm UOM, Pricing Scheme, Unit Price STD, Quantity Base, and Quantity by UOM. Complete Tariff Code and tax fields when shown.
5. Open Serial Number (or batch/bin tabs) when the item uses tracking.
6. Review Costing Details when shown.
7. Click ADD to save the line. Repeat for more lines.

Totals and status

• Check totals at the bottom of the screen before you post.

CREATE, SAVE, FINAL

• Click CREATE after Main Details and Account validate. The session continues on the saved Internal Sales Return.
• Click SAVE on the edit screen to keep DRAFT while you edit.
• Click FINAL only when the return is ready to post. Reversing a mistake after FINAL requires VOID or a controlled adjustment process.

After FINAL, warehouse follows your procedure to receive goods; finance follows Payment tab and FINAL and E-invoice (finance) when those apply.

For warehouse staff: process returned goods

Goal: Match physical goods to FINAL return documents.

1. Open Sales Return (Internal).
2. Filter the list to Posting Status: FINAL.
3. Open a return. Review Main Details, Account, and Lines.

Physical receipt

• Count items, check codes and condition, capture serial or batch data when required.
• Put stock away per your quarantine or restock rules.

If the shipment does not match the document

• Tell sales or a supervisor. They can edit only while the document is DRAFT. If the document is already FINAL, they follow your company’s adjustment or VOID process.

Inventory and stock

Posting at FINAL drives inventory and accounting per your tenant rules. The applet records quantities; it does not replace your floor procedure for bins, quarantine, or scrap.

For finance teams: process refund and settlement

Goal: Settle the return and align receivables.

1. Open Sales Return (Internal) and find the return (often FINAL for review after warehouse work—follow your policy).
2. Review Main Details, Account, and Lines for amounts and tax.

Payment tab and FINAL

Add a settlement line (while still editable)

1. Open the return in DRAFT (or any state where Create still appears on Payment).
2. Click the Payment tab.
3. Click Create (+).
4. On Add Payment, choose Settlement Groups and Settlement Method. Complete the fields your tenant shows.
5. Click ADD to return to the list.
6. Compare Total Payment with Doc Open Amount and Doc ARAP Balance when the screen shows them.

Typical methods (labels depend on master data) include customer credit without cash movement, direct refund, or contra-style settlement options in the method list.

Contra tab (finance)

Use Contra on the edit screen when your tenant enables it and finance instructs you to offset this return against other open receivable documents instead of only using cash-style settlement lines.

Typical flow in the applet:

1. Open the Contra tab.
2. Open Select Document to Contra With. Use the advanced search to find an eligible open document (the search model is tenant-driven—often includes other sales invoices or receivable-related documents with outstanding balance).
3. Select rows, then click ADD where shown to build contra lines. Total Contra, Doc Open Amount, and Doc ARAP Balance on the screen help you check totals. AUTO SETTLE and RESET appear only when your settings enable them.

Best practice: Prefer the Contra tab for contra and offset work so links and amounts stay on one audited path. Confirm which document types your organisation may contra (for example open sales invoice or payment voucher) with finance—allowed types follow configuration and search setup, not this guide.

Common daily tasks

E-invoice (finance)

When to use a return after e-invoiced sales

Use the table when the original customer sales invoice was already submitted for e-invoice. Confirm timings and law with finance or tax; limits differ by jurisdiction and configuration.

The Internal Sales Return applet is one supported way to balance the original invoice. A Sales Credit Note (Internal) may also apply—see Related applets.

Cancel and re-invoice vs sales return (72-hour rule of thumb)

Linking this return to the original e-invoice

Linking tells the e-invoice service which original customer invoice this return balances, using the list your tenant allows.

1. Click SAVE or CREATE at least once, then reopen the return from the list. On edit, the header shows SAVE and FINAL.
2. Click the E-Invoice tab (it appears on the edit screen, not on the first Create Internal Sales Return screen).
3. Open Submission under E-Invoice.
4. Set Original E-invoice Ref No, Original E-invoice Ref UUID, and Document Date. Use the picker next to Original E-invoice Ref No (Select E-invoice Main Doc Ref No) to choose an eligible invoice when available.
5. Choose Submission Type and any other required fields. Use Skip E-Invoice only when your administrator or finance authorises it.
6. Complete Buyer’s Info fields if shown. SAVE until you are ready for FINAL.

After FINAL (e-invoice only)

After FINAL, any submission, queue, validation, or buyer notification work runs in My E-Invoice Admin Applet. Follow that user guide; this sales return guide does not duplicate queue steps.

Best practices

Sales

• Collect proof of purchase before you create the return.
• Write clear Remarks and choose accurate Reason codes.
• Photograph damaged goods when your policy asks for evidence.

Warehouse

• Match counts and condition before you put stock away.
• Use quarantine paths for defective goods.
• Report mismatches immediately.

Finance

• Confirm goods receipt against policy before you release funds.
• Add Payment lines before FINAL when the process requires it.
• Keep contra and e-invoice work in the tabs and tools your organisation approved.

Screen and tab reference

Some tabs are hidden by applet settings. If a tab is missing, ask your administrator.

Create Internal Sales Return (first-time create screen)

Edit Internal Sales Return (saved document)

Add Item (line editor)

Related applets

• Sales Invoice (Internal) Applet — Original customer invoices you return against (Search By Invoice).
• Sales Credit Note (Internal) Applet — Financial credit when a credit note is the right tool.
• My E-Invoice Admin Applet — Queues and submission after FINAL for e-invoice.

Frequently asked questions

Q: What is a cashbill, and how is it different from an invoice?
A: Search By Invoice finds internal sales invoices. Search By Cashbill finds internal sales cashbills (often cash or immediate payment). Pick the subtab that matches how the original sale was recorded.

Q: Can I return only part of an invoice?
A: Yes. Enter only the lines and quantities you are returning. Keep traceability with Search or Reference.

Q: What happens to loyalty points or discounts?
A: This applet stores return lines and amounts. Points and promotions depend on other modules. Ask finance or your loyalty/POS administrator.

Q: Who gets notified when a return is created?
A: Most tenants rely on the list and status filters. Automated alerts require extra setup. For e-invoice notifications, see My E-Invoice Admin Applet.

Q: Should I cancel and re-invoice, or create a sales return?
A: See Cancel and re-invoice vs sales return (72-hour rule of thumb). Always confirm with finance or tax.

Q: Do I have to use the Search tab?
A: No. Use Reference on Main Details and pick the customer on Account (Two ways to create a return).

Q: Where do I set the original e-invoice reference?
A: On the saved return: E-Invoice → Submission. See Linking this return to the original e-invoice.

Q: What happens after FINAL for e-invoice?
A: Continue in My E-Invoice Admin Applet for queues and submission. If your company does not use e-invoice, ignore this.

Q: Can I use a sales credit note instead of a return?
A: Often for financial only corrections. Returns usually drive stock. Your finance team decides.

Q: What if I click FINAL by mistake?
A: FINAL locks the document. Use VOID and recreate, or your adjustment process.

Q: What is the difference between SAVE and FINAL?
A: SAVE keeps DRAFT. FINAL posts and locks.

Q: Do I need settlements before FINAL?
A: If finance must record new Payment lines, add them before FINAL while Create is still available (Payment tab and FINAL).

Q: What if physical goods do not match the document?
A: Tell sales. DRAFT returns can be edited; FINAL returns need policy steps.

Q: How do I void a return?
A: Open a FINAL document and use VOID. Discard DRAFT documents per your process.

Q: Can warehouse staff edit returns?
A: Only if permissions allow; many users are view-only on FINAL documents.

Q: What if Payment is missing?
A: Configuration or role may hide it. Ask finance for the offline process.

Q: Which status should I filter for day-to-day work?
A: DRAFT for in-progress work; FINAL for receiving and settlement review.

Q: How do I pick a return reason?
A: Pick the best code. If the list is wrong, ask your administrator to fix master data.