If a refunded order doesn’t filter into ShipCompliant via an integrated point of sales or order management system, the best way to enter a refund into ShipCompliant will be through importing an order file.
The processes for entering direct-to-consumer orders and entering wholesale orders are fundamentally the same, but both order types are broken out, below.
Entering direct-to-consumer refunds
- In ShipCompliant, go to Orders, then click Enter Direct Orders.
- Under Import New Order File, click Download Order Import Templates.
- Download and open the excel spreadsheet.
- On the Example tab, replace the example order information with your own, starting in row 2.
Use the Descriptions tab for hints such as possible values for a field, or which columns in the spreadsheet are mandatory.
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Column BJ, Quantity, is where you’ll specify a credit.
- A negative quantity means a refund or a credit.
- The price value will remain positive.
- Once the spreadsheet is saved, go back to ShipCompliant.
- Check Allow Negative Line Items.
- Choose the file, your order source (as you normally would), and any other import settings you’d like.
- Click Continue, and go through the process of saving your order.
If you need more guidance on importing an order, read all about importing direct-to-consumer orders.
It might be helpful to review the follow examples for best practice suggestions.
Change in dollar amount and quantity (before order is shipped)
Example
The customer originally ordered 2 bottles for $200. Now, they're requesting to change the order to 1 bottle for $100.
Action
- Create a new order with a price of $100 and a quantity of -1.
- Make sure the status is Delivered so that the order isn't sent to fulfillment.
- Call your 3PL or fulfillment house to update the order on their side.
Result
The net sales will equal $100, and the net quantity will be 1.
If the first order was placed in a different reporting period than the second, you'll owe more tax than expected during the first reporting period. You'll get the money back in the second reporting period unless your net tax due in that period is negative. If that's the case, the tax due will be rounded up to 0.
Change in dollar amount and quantity (after order is shipped)
Example
The customer originally ordered 2 bottles for $200. Now, they're requesting a refund on one bottle because it was damaged or spoiled. You choose to send them another bottle free of charge and refund them for the bottle that was damaged.
Action
- Create a new order with a price of $0 and a quantity of 1.
- Make sure the status is Sent to fulfillment, since you'll need to send out the new bottle.
- Edit the original order to reflect the refunded dollar amount.
Result
The net sales will equal $100, and the net quantity will be 3.
If the first order was placed in a reporting period that has now come to an end, you may need to file an amended return.
Change in dollar amount but not quantity (before or after order is shipped)
Example
The customer originally ordered 2 bottles for $200. Now, they're requesting to change the order because they only wanted only one bottle. You choose to send both bottles but only charge them for one.
Alternatively, the customer originally ordered 2 bottles for $200. Now, they're requesting a refund on one bottle because it was damaged or spoiled. You choose to refund them for the bottle that was damaged.
Action
- Edit the original order to reflect the refunded dollar amount.
Result
The net sales will equal $100, and the net quantity will be 2.
If the first order was placed in a reporting period that has now come to an end, you may need to file an amended return.
Change in address
Example
The customer originally ordered 2 bottles for $200, shipping to IL. Now, they're requesting you ship it to their MO lake house instead.
Action
- Void the original order.
- Create a new order with a status of Sent to fulfillment.
- Cancel the original order with your 3PL or fulfillment house if it has already been sent there.
Result
The new address will appear on the order and the correct tax due will be charged.
If the first order was placed in a reporting period that has now come to an end, you may need to file an amended return.
Entering wholesale refunds
- In ShipCompliant, go to Orders, then click Enter Wholesale Orders.
- Under Import New Order File, click Download Order Import Templates.
- Download and open the excel spreadsheet.
- On the Example tab, replace the example order information with your own, starting in row 2.
Use the Descriptions tab for hints such as possible, values for a field, or which columns in the spreadsheet are mandatory.
-
Column N, Quantity, is where you’ll specify a credit.
- A negative quantity means a refund or a credit.
- The price value will remain positive.
- Once the spreadsheet is saved, go back to ShipCompliant.
- Choose the file, and select any other import settings you’d like.
- Click Continue, and go through the process of saving your order.