How-to Tuesday: Guarantee Customer Satisfaction with Seamless Returns and Refunds with UnitWise
Mary Kay consultants work tirelessly to keep their customers satisfied. UnitWise is here to help with seamless return processing. We want to make recording returns easy so that you can get back to serving your customers. There are a few steps that you need to take when a customer returns a product to you. First, create a return invoice. This will account for the product in your inventory, whether the product is going back on your shelf or back to Mary Kay. The return invoice will also account for the refund or credit due to your customer for the returned product.
Check out the steps below to see how to create this type of invoice:
1. Create a return invoice and update the invoice details by choosing a Sales Type and updating the invoice date as needed.
2. Enter the product name or part number:
3. Select sale type. For a return, either select “Return to Inventory” or “Return to MK.” If “Return to Inventory” is selected you are able to resell the product. If “Return to MK” is selected, you cannot resell the product and will need to send the product back to Mary Kay.
4. Click Save to save the invoice.
Once the invoice has been saved, a credit will be applied to the customer’s profile. You can see this credit on the Customer’s Profile as “Credit Bal.”
Here, is an example of what it would look like to have a customer with a credit:
When a product is returned to inventory, this will be reflected automatically in your UnitWise inventory and on the customer’s profile. When a product is returned to Mary Kay, the product will be shown in the Replacement tab of your Inventory.
Now that the product has been returned to your inventory or has been returned directly to Mary Kay, let’s talk about how to issue a refund or apply the credit to a future purchase.
Applying a Credit to a Purchase:
If your customer chooses to use the amount of the returned product as a credit toward a future purchase, this credit will be visible on the future invoice or sales receipt.
Depending on the situation, you can choose to either create an invoice or a sales receipt. Invoices are used when payment has not been collected or has been partially collected. Sales receipts are used when payment is made at the point of sale.
Follow the steps below to apply the customer’s credit toward an invoice:
- Create invoice
- Add products
- Click “Save & Print,” “Save & Email” or “Save”
When receiving payment for the invoice, you can choose to apply the customer’s credit to the invoice following these steps:
1. Choose to receive payment on the correct invoice(s)
2. Carefully review the following sections on the payment screen:
- The “unapplied credit” amount: this is the total available credit on this customer's account
- The “from customer credit” amount: this is the amount of the customer's credit being used toward the balance due
- “Total Payment Received:” Do Not Enter any type of credit in this box! This is only used for other payment types, such as credit cards, checks, cash, etc.
- The “Total to Apply:” this is the total amount of payment including any credits (from the “From Customer Credit” box) + other payment types (from the “Total Payment Received” box) that are being applied to the balance.
- The Amount to Credit: this is the remaining credit or overpayment that will be applied back to the customer’s credit balance.
- Payment Amount: the total payment that is being applied to the selected invoice
3. Click Save
Follow the steps below to apply the customer’s credit toward a sales receipt:
1. Create a Sales Receipt.
2. Add products
3. On the right-hand side of the screen, enter the amount of credit (not to be greater than the total amount due) to be used toward this receipt in the “Credit To Apply” box.
If the total amount due is greater than the credit, you will need to enter the payment information below.
4. Enter additional payment and deposit information in the “Receive Payment” section.
5. Click “Save & Print,” “Save & Email” or “Save”
Issue a Cash or Check Refund:
If your customer would like a cash refund instead of a credit, you will need to follow these steps:
1. Go to the “Credit/Refund” page under the “Customers” tab:
2. Click “Start Credit/Refund.”
3. Choose “Refund from Credit.”
4. Start typing your customer’s name and choose from the list provided.
5. Here, you will enter the customer’s refund amount.
- Choose the payment type (how you are going to issue the refund, check or cash)
- Enter the amount to be refunded
- Choose the date the refund is issued
- Choose "Refund From" account
- Enter a Memo
- Click Save
Once a refund is saved the credit balance will automatically update in the customer’s profile.
You can view all of your refunds under the “Credit/Refund” tab. You can also, edit, and delete credits and refunds. Sort refunds by date range or alphabetical order.
At UnitWise, we understand how important customer satisfaction is to your business (we do call ourselves heroes after all). For this reason, we’ve made issuing returns and refunds simple with seamless returns and automatic inventory and customer management updates.
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