Refund a customer
Updated
Pay money back to a customer from a cash desk or a bank account — an overpayment, or cash after goods came back. The sales realization does not change.
Note
A customer refund moves cash. It does not reverse tax and does not move stock. A credit note is the document that reduces tax. A sales return puts goods back. This list is Ribbon → Sales → Documents → Customer refunds, not Sales credit notes.
How to#
To refund a customer, open Ribbon → Sales → Documents → Customer refunds.
Press New. Fill Legal entity, Customer, Contract, and Amount. Pick Cash desk or Bank account, not both. Basis can name the order or realization this refund belongs to; leave it empty for an advance on the contract. Notes can stay empty. Save. The card stays Draft. The desk or bank balance stays as it was.
Then press Pay refund. The state becomes Paid. The desk or bank balance falls by Amount. What the customer owes on that Contract rises by the same amount (an advance on that contract falls). The card is read-only. The realization stays Released.
The state on the card does not pay the refund. Only Pay refund does. Until you press it, the document stays Draft, however many times you save.
Example
The customer owed 1,035 on contract C (goods 900 + VAT 135). They paid 400. They still owe 635.
Pay a refund of 400 on the same Customer, Contract, and cash desk: they owe 1,035 again (the 400 came back). The desk falls by 400. The realization stays Released.
After the 400 payment After Pay refund of 400 Still owed on C 635 1,035 Desk 400 in 400 out Realization Released Released
Tip
The Contract currency must be the currency of the desk or account. When that currency is not the legal entity's, fill Exchange rate. Receiving money from the customer is a different document — Receive a payment.
If the command refuses#
| What you see | What to do |
|---|---|
| The command says to enter an amount greater than zero | Enter a positive Amount. |
| The command says to select the legal entity | Fill Legal entity, Save, then Pay refund. |
| The command says to select the customer and the contract | Fill Customer and Contract. |
| The command says to select exactly one: a cash desk or a bank account | Fill Cash desk or Bank account, not both, and not neither. |
| The command says the cash desk or bank account was not found or is not in use | Pick a live desk or account. |
| The command says the cash desk or bank account holds another currency than the refund | Match Contract to that desk's or account's currency, or pick another desk or account. |
| The command says the refund currency differs from the legal entity's: enter the exchange rate | Fill Exchange rate, or use the legal entity's currency. |
| The command says there is no open fiscal period for a date | Add a fiscal period that covers the document date, with Status Open. |
| Pay refund is not on the card | The document is not Draft, or it is already Paid. |
See also