Use Returns Wizard to create return cases and refunds for items which are returned by customers. If you want to create a replacement please check Create Replacement.

Create a Return with the Returns Wizard

Open pixi* Customer Service, search for the customer and click Invoices tab. Select the invoice with returned items and click Returns Wizard button. Follow the steps of the wizard.

Step 1: Select the Reason for the Return

In the first step of the wizard, you get an overview of the customer and the selected invoice, together with the number of existing orders and returns from this customer.

Select the reason for the return from the Return Reasons list. Type the reason in the Other text box if it's not available in the list of return reasons. Note that the return reason will be entered for the whole order, it is not possible to define a reason per item. Click Next.

Selected or entered reason is saved for all returned items. It is not possible to select a return reason per item. Reasons that are listed in the Return Reasons list are set in pixi* Control Center > Database Settings > Customer Service > Return Wizard - Return Reasons - English.

Step 2: Cancel the Complete Invoice or Individual Items

In this step you can cancel the complete invoice or individual items.

1. Checkbox Cancel complete invoice is pre-selected if you want to cancel the complete invoice.

2. To cancel individual items:

   1. Uncheck Cancel complete invoice checkbox.

   2. Select individual items that will be credited to the customer. You can also change the amounts, which will be credited for individual items.

3. Additional options in this step:

   • Refund shipping costs to the customer: Select Refund shipping costs checkbox.

     • Enter the specific amount into Shipping costs field if you want to refund only a part of the shipping costs.

   • Charge return costs to the customer: Select Charge return costs checkbox. Default return costs are pre-filled in Minus return costs field, but you can also change this amount. Return costs will be subtracted from the refund total.

     • If you enter return costs which are higher than the total return amount, the refund total will be set to 0 when you finish the return case. Return costs amount will be reduced to the highest possible value. A negative refund is therefore not possible.

     • Default return costs are set in pixi* Control Center > DB Settings > Customer Service > Return costs - default value.

     • Calculation of the VAT for return costs is the same as the calculation of the VAT for shipping costs. Return costs are exported to DATEV in the same way as shipping costs (only the value is positive), which means that they are booked on the same accounts, which are defined for shipping costs in pixi* Control Center. See also: Shipping costs in pixi*.

   • Add a note where you explain why the invoice was canceled. This note is saved internally with the credit and is not visible to the customer.

   • Edit account and voucher data, which will be used for creating an automatic DTAUS/SEPA credit in pixi* Payments application.

4. Click Next.

It is not possible to refund shipping costs only. Create an event in the Customer account instead.

Step 3: Customer

You can skip this step because it is not relevant anymore since the new version of auto emails. Use RET auto e-mail type to send an e-mail about the return to the customer.

Step 4: New Invoice

1. Select Reprint original invoice if you want to print the original invoice when you finish the return case.

2. Select Change address if you want to change the billing and shipping address of the customer.

Step 5: Print the Return Report

A return report that describes the whole return case will be created for each return case.

1. If you want to print the return report together with the credit, make sure that Print report of return checkbox is selected.

2. Write an additional note which will be printed on the return report to the Additional note for printout field.

Return report contains the following information: credit number, created by, created on, customer and customer address data, account data, returned items with quantity, price, barcode, shipping costs, discount, refund total and additional note. Please contact pixi* Support if you need changes to the return report template.

Step 6: Finish the Return Case

In this last step you will finish the return case.

1. Select Return case closed checkbox if you want to close this return case.

   • De-select this checkbox if, for example, you still need to send items with warranty back to the supplier. In this case select the supplier from the Supplier dropdown list.

2. Choose between the following refund options:

   • Normal: DTAUS/SEPA record will be created if at least one item from the invoice is canceled in step 2.
     DTAUS/SEPA records are created through a cronjob on the database once per hour.

   • Do not refund: Credit will be marked as "Don't refund" which means that automatic refund will not be created.

   • Do not create DTAUS: Credit will be created but DTAUS/SEPA record will not be created. This means that automatic bank transfer won't be executed. Refund will have to be done manually. (create events in customer account)

3. Check the actions that will be executed after you finish the wizard.

4. Click Submit to close the Returns Wizard.

DB setting in pixi* Control Center > Database Settings > Customer Service > Return, change status of order to RET controls how the status of the returned invoice/order lines changes when the return is closed. If the setting is enabled, invoice/order line will be set to status RET only if the full item price is refunded.

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