Using Customer Refund

Sales CustomerRefunds

When a Customer returns an Item(s), a Customer Refund document can be created to record the following details:

  • Items returned.
  • Corresponding amount paid back to the Customer.
  • Payment method used to pay (Cash, Check, Card etc).
  • Source account from where the refund amount was paid.

In Salesorder, a refund is defined using a Customer Refund Document.


New Customer Refund

Customer Refunds can be issued in the following ways:

Use Cash Sale

To issue a Refund, go to:

SALES > Cash Sales > Select Cash Sale > Actions > Create Refund

Use Customer Credit Note

To initiate a Refund, go to:

SALES > Customer Refunds > Select Refund > Actions > Create Refund

Transactions on Customer Refund

You can issue a Check against a Customer Refund. To learn more, refer Using Checks

Customer Refund Document: Configuration

To configure Customer Refund, go to:

SETUP > Configuration > Customer Refund 


SALES > Customer Refunds > Select Customer Refund > Configure

The following configuration options are available:

New Template

You can create new Customer Refund Document templates using this option.

For more details on how to implement this, refer Setup Print Template

Customize Fields

The Salesorder app allows you to customize fields, sections or tabs in a Customer Refund document.

For more details on how to implement this, refer to Using Customization.
General tab

Default Customer Refund Template

Using this option you can choose a print template for the Customer Refund document. This template defines the layout of the Customer Refund document when its being printed.

Salesorder app provides default templates like:

  • Standard,
  • Time and Materials,
  • Services and
  • Professional.
Each Template is relevant for different types of businesses, such as product and service companies.

To learn more about templates, refer Setup Print Template
Reference # Generation tab

Use Auto-generated Ref #

Reference numbers can be set to auto-generate by checking this option.

Ref # Prefix

You can prefix reference numbers for meaningful distinction and recognition. For example:

  • Customer Refund can be prefixed as CF321
  • Sales Invoices can be prefixed as SI345
  • Customer Payments can be prefixed as CP234.

Current Sequence Number

Reference numbers can be set to increment from a fixed starting point.
For more details on customizing Ref #s refer Using Ref #s (Reference numbers)

Customer Refund Document: Reference

Fields in first Section

Customer Customer Name
Customer # Customer Ref#
Owner The user creating or owning this document (See Using Owners).
Tax Date The date for Tax purposes, i.e. when the Income was collected. By default, it is the document creation date. This is also the date from when the Payment terms commence.
Ref # The unique identifier for this Document.
Status The Accounting Status of this Document, specifically:

Paid: the Refund has been paid from the bank.

Void: Document is not in use.
Template The Template applied to this Document. See Using Document Templates.
Currency The Currency in which this Document is presented. See Using Currencies.
Exchange Rate The exchange rate applied to the relationship between this Document’s currency and the base currency of your general ledger. See Using Currencies.

Fields in second Section

Customer Ref A unique reference originating from the Customer i.e. Purchase Order #.
Contact The main or a selected Contact. In Edit mode you can select from the associated List of Contacts.
Telephone The phone number associated with the above Contact.
Email The email address associated with the above contact, and where this document will be emailed from a List or the Document itself.
Our Ref Reference # of parent document - Cash Sale, Customer, Credit Note, Customer Payment document.
Job A reference to the Jobs List.
A/C Memo A note to the General Ledger
Price List The Price List applied to this Document. See Using Price Lists.
Tax Code / Group The default Tax code inherited from the Customer and applied to Line Items on this Document. You can change the Tax code on an Item. See Using Taxes.
Price Level The Price Level applied to this Document. See Using Price Levels.
Default site The site from which a subsequent Sales Order would be fulfilled.


You can view all the Item details such as Description, Unit Price, Qty, Discount, etc.for which the refund has been initiated.

To issue refund for an arbitary amount, click Enter under Item column. This will insert a N/A line item row, you can enter the refund amount details.

To learn more, refer Using Line Items

Payment Method

This tab is used to record details about the payment made by the Customer like mode of payment, payment processors, payment status, account to which the amount was deposited, etc

For more details, refer to Using Payment Method


You can add notes to the document. To learn more, refer Using Notes


You can mention billing, shipping and payment addresses using this tab. To learn more, refer Using Addresses

Customer Message

Add a message to the Customer.


Refer Using Classifications

Customer Refund Document: Settings

The document settings are available when creating | editing | viewing a Customer Refund document (create | edit | view mode).

The following settings are available:


(available in Create | Edit mode)
Saves the Document and posts the Refund value to the General Ledger.


(available in View mode)
Using this setting, you can switch the Refund document to edit mode.


(available in
Edit | View mode)
You can use this option to find

  • Checks issued against Refund.


(available in
View mode)
Actions can be used to perform various tasks on a Customer Refund document:

Write Check

You can issue a Check against the Customer Refund using this option.

To learn more, refer Using Checks

Show Account Entries

View entries for the Cash Refund in the General Ledger.

Show History

You can view the complete history of the Customer Refund Document and who has performed them.

Take Ownership

You can transfer document ownership using this option.

Void this document

Documents can be voided to imply that they are not in use. It is a soft delete.

Voided Documents remain in the system and are set to Void status. You can still search for the document on the app.

Once a Document is voided it cannot be edited or changed in any way (you can attach a Memo though).

It will also remove the corresponding entries from General Ledger.


This option permanently deletes the Document from the Salesorder app.

You cannot recover the document once it is deleted. Also, you will not be able to search for the document in the Salesorder app.

However, you do have an option to view the history of the deleted Document.

Go to, ACCOUNTING > Find Transactions > Search Document History

Hence, caution is advised in using the Delete option.


(available in
Edit | View mode)
You can print Customer Refund document using this option.

The document is printed as a PDF and the print style and layout depends on the template set for the Cash Refund document.

Refer to the Template field in the Reference section in this article.


(available in
View mode)
You can send emails directly from the Customer Refund document. The email message will automatically include the Customer REfund document as a PDF attachment.

  • Blank Message
  • You can compose and send a custom email using this option.

  • Issue Refund
  • You can send an email to notify the Customer about the Refund issued.

To learn more , refer Using Email


(available in
Create | Edit | View mode)
Takes you to the Customer Refund configuration screen. Discussed in the Configuration section in this article.


(available in
Create | Edit |
View mode)
Takes you to the Salesorder help documentation.

In this article

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