The module Return receipts allows you to manage and process all of your returns. Reminder: There are several ways to start the returns process.
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A return is registered by your end customer via the Xentral Returns Portal. The return is then automatically created in Xentral so that you can proceed to view and process it in the Return receipts module. More information on the Returns Portal is available in the article Setting up the Xentral Returns Portal.
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A return is announced by means of an end customer sending you an email or calling you. In this case, you should manually create a return from a sales order, an invoice or a delivery note.
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In case of unannounced returns, you need to manually create the return.
Note
A return has to exist in the Return receipts module for you to be able to accept incoming items for the returned products later.
During the returns process, you can generate return shipping labels, credit notes and free replacement deliveries for your end customer. As soon as the returned products reach your warehouse, you can check and stock them.
Returns can be created via the Xentral Returns Portal, from an existing receipt (sales order, invoice, delivery note) or manually.
The fastest and easiest method for creating a return is via the Xentral Returns Portal, followed by creation from an existing receipt. You should try and avoid manual return creation, since it is time-consuming and errors may easily occur.
Your end customers register their returns via the Return Portal and receives an automatic response based on the rules defined by you. For example, your end customer may automatically receive a return shipping label and print it. After this announcement, the return is automatically registered in the Return receipts module. Afterwards, you can stock the returned products.
More information on the Xentral Returns Portal is available in the article Setting up the Xentral Returns Portal.
In Xentral, you can create returns from sales orders, invoices and delivery notes. In this case, all relevant information for returns is applied from the respective receipt.
Proceed as described below to create a return from a receipt:
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Open the respective sales order, invoice or delivery note.
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In the drop-down menu Action at the top right, select the option Continue as return.
A new view is displayed.
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In the Return field, enter the product quantity that is being returned.
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Enter the suitable return reason in the Reason field.
Tip
More information on return reasons is available in the article Return reasons.
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Click on Create return.
The return is opened in draft mode.
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Check your input and activate further options, if necessary.
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Click on Approve.
The return is released.
You can create a return without any connection to previous deliveries or sales orders. Use this method if you receive an unannounced return.
Proceed as described below to manually create a return:
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Go to Stock > Returns.
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Click on +NEW in the upper right corner.
An empty return form is opened.
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In the drop-down menu Customer, select the customer whose return has reached you, then click on Apply.
The customer address is applied from the contact master data.
If the customer is a supplier, activate the option To supplier.
Note
Returns to suppliers are only possible in very limited cases:
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Returns to suppliers can only be created manually.
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Credit notes or negative liabilities cannot be created for suppliers.
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Returns are not suitable for commission or consignment business, in which case you are stocking a supplier’s products for a determined period of time and returning the remaining stock to the supplier at a fixed date.
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Optional: Select a Project.
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Optional: Select the receipts that are related to the return in the respective fields for Sales order, Delivery note, Credit note and Replacement order.
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Optional: Enter your order number in the Your order number field. Some online sales platforms provide you with a separate order number, which you can enter here.
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Select the current Progress from the drop-down menu with the same name. For example, the return may be announced or already received. You can later filter your returns on the basis of this information.
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Open the Positions tab and enter the quantity of returned products in the Return field.
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Enter the suitable return reason in the Reason field.
Tip
More information on return reasons is available in the article Return reasons.
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Check your input and activate further options, if necessary.
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Click on Approve.
The return is released.
Whenever you create a return via an existing receipt or manually in the Stock > Returns menu, there are a few settings that are not mandatory for creating returns, but may still be useful in some cases. The following table contains more information on these settings possibilities.
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Setting |
Explanation |
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Write protection |
This setting can be found in the General section of the return. If you activate this option, the return cannot be edited any more. |
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VAT ID |
This setting can be found in the VAT check section of the return. If you charge a service fee for your returns, you need to enter your VAT ID in this field and select the correct taxation. |
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Language |
At the bottom right, you can select a language for the return receipt in case the return reaches you from abroad. To use another language than German, you have to save a translation in the Translations module. |
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Internal designation and Internal comment |
These options are available for internal communication purposes. The Internal designation is displayed if you activate the option Different designation. The Internal comment allows you to save a text that will only be visible to you and the employees of your business. |
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Free text and Header text |
You can use these fields to enter an additional text that will be displayed on the return receipts. These fields do not have any limitations. |
As soon as you receive returned items from your end customers, you have to make sure that the returned items are delivered to and stocked at the right place. To do so, you have to indicate the correct warehouse while you are creating the return.
Important
Reminder: At this point, you are still in the menu Stock > Returns > + NEW or in a receipt (sales order, delivery note, invoice) > Action menu > continue as return.
Proceed as follows to set up the storage process:
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In the Return recipient address section, select a warehouse in the Return center field or edit the address fields manually.
Tip
This step is easier and can even be automated if you select a Default return recipient in the Settings tab of the menu Stock > Returns. More information on this is available in the article Adding default and group return centers.
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Select a Preferred warehouse in the General section. This information helps you to see where returned products should be stocked.
Tip
You can also stock returned products in the particular warehouse type Commission/Consignment warehouse. More information on this warehouse type is available in the article Commission/Consignment Warehouse.
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Scroll down until you reach the Return section. Select a Shipping method. The return shipping label is then created for this shipping method.
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Determine a Delivery term, stating e.g. that a full or a partial delivery is expected. In this case, the return will be sent to a distribution center and then shipped again.
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Optional: In the Distribution field, enter the salesperson who originally received a commission for the returned products.
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Optional: The Editor field shows you the name of the Xentral user who made the last changes to the return. If needed, you can select a new editor here.
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Decide whether an invoice, the stationery or item texts should be displayed by activating the options No invoice, No stationery and logo and/or Hide item texts.
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Optional: In the Setting area, enter a GLN (Global Location Number). This number facilitates the identification of a location and is vital for electronic data exchange (EDI).
There are several sections within a return that contain additional information for you:
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The Return tab contains theStatus field. This field shows the current status of the receipt, such as “created” or “released”. The Date field shows you the creation date of the return.
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In the Positions tab, you can find all relevant information on the returned products and their quantities.
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The Preview tab contains a preview of the return receipt in PDF format.
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The Protocol tab contains a record of all actions that have been carried out regarding the return.
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In the Files tab, you can upload and view files that are necessary to document the return, such as a picture of a damaged product that has been returned.
On the right side in the Action area, you can find five buttons. These can only be used after the return has been approved.
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(1) Create return label: This button opens the Parcel label tab in which you can create a return shipping label for your customer.
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(2) Create receipt of goods receipt and stock in: This button allows you to stock in the returned products and create the respective goods receipt document. Alternatively, you can stock in returned products in the Stock > Stock in & out > Tab: Stock menu. With both methods, you still need to enter serial numbers, batch numbers and best-before dates, if applicable, before you can stock in the products.
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(3) Create credit note: Use this button to create a credit note for the returned products. In this case, all data provided in the return is automatically applied.
Note
Proceed as follows to disburse a credit note:
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Open the Payment transactions module and click on Load credit notes in the Action section to the right.
The credit note is displayed in the overview table.
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Select the credit note by clicking on the checkbox to the left. Then, select the respective account in the Bulk batch processing section below the table. Click on Assign and approve payments.
The credit note is displayed in the tab of the selected account.
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At the top, open the tab of the respective account. Select the credit note and click on Make a payment in the Bulk batch processing section.
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(4) Create cancellation invoice: You can use this button to create a cancellation invoice for the return. In this case, all data provided in the return is automatically applied.
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(5) Free replacement delivery: This button allows you to create a free replacement delivery. A new order will be displayed. This order contains all data from the return and the returned products are automatically filled in with a total o 0. This order has no connection to previous receipts. However, the Protocol tab will show you from which return this order was created.
As soon as you have finished processing the return, you should mark it as finished by clicking on Mark the return as done. You can select this option from the drop-down menu Action at the top right.
Important
It is not possible to create a credit note or cancellation invoice at the same time as a replacement delivery for a return. You need to pick one of those methods.
As soon as returned products reach your warehouse, proceed as follows:
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Go to Stock > Returns.
You are now in the Overview tab.
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Place the cursor in the Scan input field at the top right.
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Scan one of the following information or enter them manually in the Search field to the left:
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Return number
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Number of the delivery note from which the return was created
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Number of the sales order from which the return was created
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Tracking number of the previously created return shipping label
As soon as a number is recognized, the corresponding return is opened.
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Tip
Ask your customers to include the return receipt in their return so that it is easier to identify returns during the incoming items process.
Proceed as follows to stock in returned products at a storage location after they have reached your warehouse.
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First, proceed as described above to open the return in the Stock > Returns menu.
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In the Action section to the right, click on (2) Create receipt of goods receipt and stock in.
A new view opens. Here, you can adjust the quantity of returned products and enter information on best before dates, batch numbers and serial numbers if applicable.
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Select a storage location (manually or via scan) in the Stock in field.
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Click on Stock items.
The products are stocked at the selected storage location. You are redirected to the Details tab of the return.
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Now, proceed by creating a credit note or cancellation invoice or a free replacement delivery. Check chapter Processing returns to see step-by-step instructions for each procedure.
A just-in-time (JIT) bill of materials is a particular type of bill of materials that consists of a head product without a storage location and multiple components with storage locations that are linked to the head product. A JIT bill of materials can be returned as follows:
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Only head
The head is the product that you sell in your store. It only consists of a price and has no stock. If you only book the head of the bill of materials during a return, no stock movement is created. You only receive a credit note covering the value of the bill of materials as a whole.
You can use this option if you do not plan to stock the returned products back in.
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Only components
The JIT components have a storage location and may also have a price. However, note that the product in a bill of materials may be sold at a lower price than if it was sold separately. It the product is not sold separately, the price may be missing entirely.
If only components are returned, the correct stock movements are created. However, problems may occur regarding the prices and the correct display of the products in the credit note.
Note
Make sure that the option Hide in PDF is not selected in the credit note. If it is selected, the product will not be displayed in the credit note. You can find the option in the Positions tab when you click on the pencil icon for the respective product in the credit note.
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Head and components (recommended)
We recommend this return process since it gives you full control over prices, stock movements and the contents of your receipts. In case you allow partial returns, you have to adjust the value of the return manually in the credit note.