Check how to use pixi* functionality for returns on these practical return cases.

Case 1 - Package comes back and won't be sent again

Customer either refused the package or the package could not be delivered. Package won't be sent again.

It's not possible to directly cancel or delete the invoice in pixi* after the order was shipped. Therefore a credit needs to be created to properly balance the customer account. The credit must be created for the whole invoice amount and all invoice lines using the Returns Wizard.

Returns Wizard	Details
Return Reason	Select reason: Package refused or could not be delivered.
Cancel Invoice	Cancel complete invoice, enter bank account data.
New Invoice	New invoice will not be created.
Return Report	If needed.
Finish	Submit.

Case 2 - Package comes back but should be delivered again

Package could not be delivered due to e.g. customer was not at home or the address on the package was wrong. The package contains all the items and the original invoice. Package will be sent again.

Package could not be delivered; billing address is correct - new delivery

You can reprint the shipping label in pixi* Shipping using the invoice number.

Package could not be delivered; billing address is wrong - new delivery

You can reprint the shipping label in pixi* Shipping using the invoice number. However, you need to change the shipping address in the created polling file manually. You can also stop the automatic label printing in the shipping vendor software and change the shipping address there.

or

Do a complete return for the invoice:

Returns Wizard	Details
Return Reason	Select reason: Could not be delivered.
Cancel Invoice	Completely cancel the invoice.
New Invoice	Don't reprint the original invoice.
Return Report	If needed.
Finish	Submit

Afterwards, create a new order with correct address data and create a new invoice using direct invoice creation.

Case 3 - Customer sends one, several or all items back and wants a refund

Customer returns one, several or all items (warranty or within the return period) and wants to get a refund to his bank account or credit card. Use the Returns Wizard to create the credit and the refund.

Returns Wizard	Details
Return Reason	Select reason: Warranty, Customer doesn't like the item.
Cancel Invoice	Cancel complete invoice or individual items and enter bank account data.
New Invoice	New invoice will not be created.
Return Report	If needed.
Finish	Submit.

Case 4 - Customer sends one, several or all items back and doesn't want a refund

Customer returns one, several or all items (warranty or within the return period) and wants to get a credit which he will use with his future orders. Use the Returns Wizard to create the credit but don't create the refund. Customer will have a positive account balance on the Account tab in pixi* Customer Service.

Returns Wizard	Details
Return Reason	Select reason: Customer doesn't like the item.
Cancel Invoice	Cancel complete invoice or individual items and enter bank account data.
New Invoice	New invoice will not be created.
Return Report	If needed.
Finish	Select Do not create DTAUS and Submit.

In this case no refund will be made to the customer's bank account or credit card.

Case 5 - Customer complains and wants a credit without returning the items

Customer complains that the item is damaged and wants to be partially credited without returning items.

Since items were not returned you don't use the Returns wizard but you use the functionality of the Customer Account.

In pixi* Customer Service click Account tab and then click New Event.
Select Credit as event type and click Next.
Edit customer shipping and billing information and specify credit details.
Click Create and Print.
You can now generate the DTAUS / SEPA file in the pixi * Payments application and process the refund.

Case 6 - Customer returns items that must be repaired

If the customer returns a damaged item that must be repaired, you can either use the pixi* Repairs application or use the replacement functionality in the pixi* Customer Service.

Follow these steps if a customer returns damaged items, which must be repaired:

Use the replacement feature for the damaged item, see Create Replacement.
Add the same item again to the order.
Change the name of the new item to, for example, "Product Name - Repair". Thus, the new item is marked as a repair.
The order must, until the item has been repaired, be put on hold.
The order can be shipped when the item is repaired. Create a pick list only for this order and scan in the repaired item.
An invoice with 0 € amount will be created for the customer. If needed, another item can be added for the repair costs which have to be paid by the customer.

If you are using pixi* Repairs application check: Repairs application