Working with Refunds, Writeoffs and Balances Due (WREF)
Purpose: Use Work with Refunds to review refunds and change their status or type. For example, you could use this function to:
• place a refund on hold
• cancel a refund to a fraudulent customer
• review a refund record to find out its original payment type
• change a refund from a check to a merchandise credit or stored value card refund
• release a held refund for processing
• writeoff an uncollectible balance due from a customer
• advance to Order Inquiry to research an order with a balance due
A/R refunds processed automatically: Accounts receivable refunds that are processed automatically (if the Process A/R Credits Immediately (E80) system control value is set to Y) appear on the Work with Refunds Screen in a processed (P) status; you cannot work with them through this menu option. See Applying a Credit Balance.
Order transaction history: The system creates an order transaction history message with a Type of 3 when you change a refund. The table below indicates the order transaction history message the system creates, based on the change made to the refund.
Refund Change |
Order Transaction History Note |
Place a refund on hold by entering 3 next to a refund |
Refund has been held |
Cancel a refund by entering 4 next to a refund |
Refund changed to cancel pending |
Release a refund from hold by entering 6 next to a refund |
Refund has been released |
Change a writeoff to a refund by entering 7 next to a refund in a pending writeoff status |
Refund chg from writeoff pend to open |
Change a refund to a writeoff by entering 8 next to a refund |
Refund changed to writeoff pending |
Release all held refunds by pressing F15. |
Refund has been released (the system writes this message for each refund that was released from hold) |
Place a refund on manual hold by entering Y in the Hold field on the Change Refund Screen |
Refund Manual Hold has been changed |
Release a refund from manual hold by entering N in the Hold field on the Change Refund Screen |
|
Enter or update the date in the Hold until date field on the Change Refund Screen |
Refund Hold Until Date has been changed |
Remove the date in the Hold until date field on the Change Refund Screen |
|
Change the Pay type field on the Change Refund Screen |
Refund paytype has been changed |
Change the Refund type field on the Change Refund Screen You can change the Refund type only if the pay category is 5 Coupon/Credit; in this situation, you can change the refund type to B bonus credit, M merchandise credit, or S sale credit. |
Refund type has been changed |
The system also creates an order transaction history message when you process refunds; see Processing Refunds (MREF).
Note: The system does not create an order transaction history message when the system changes a refund during processing or when you access a refund without making any changes.
Sample order transaction history: You can review order transaction history messages on the Display Order History Screen.
Date |
Type |
Transaction Note |
Amount |
User |
7/31/14 |
3 |
Refund has been released |
|
KBOTTGER |
In this topic:
• How Pay Type Determines Refund Type
Purpose: After reviewing the Refund Due List, you may need to review or change some refunds before processing. Use the Work with Refunds screen to hold, release, cancel, writeoff, review, or change the type of refund a customer will receive.
Note: A processed refund remains on this screen until you purge the order containing the refund.
How to display this screen: Enter WREF in the Fast path field or select Work with Refunds from a menu.
CSR0378 DISPLAY Work with Refunds 10/29/96 11:47:31 Mail Order
Ref Ord Opt Sts Order# Sts Typ Ref Dt Trn Dt Hld Hld Dt Rsn Amount Bnk
Type options, press Enter. 2=Change 3=Hold 4=Cancel 5=Display 6=Release 7=Refund 8=Write off 9=Ord Inq
Opt P 2763 X K 10/25/96 10/25/96 N O 10.95 001 P 2776 X K 10/25/96 10/28/96 N O 10.95 001 P 2782 X K 10/28/96 10/28/96 N O 10.95 001 P 2783 X M 10/28/96 10/28/96 N O 10.95 001 P 2784 M 10/28/96 10/28/96 N O 99.04 001 P 2785 X K 10/28/96 10/28/96 N O 15.05 001 P 2788 X A 10/28/96 10/28/96 N R 21.90 001 P 2789 X C 10/28/96 10/28/96 N R 9.95 0 +
F3=Exit F12=Cancel F15=Release all held F21=Print list F24=Select company |
Field |
Description |
The current status of the refund. Valid values are: C = Cancelled H = Held N = Cancel pending O = Open P = Processed T = Written off W = Writeoff pending A second refund status in parentheses indicates that the system will evaluate the first status field when you process refunds and, if appropriate, process the refund based on the second status field. For example, a refund will be released from hold, if appropriate, and written off when you process refunds if it has a status of H (W). Alphanumeric, 1 position; optional. |
|
Order # |
A unique number to identify an order. Numeric, 7 positions; optional. |
The current status of the order containing the refund. Valid values are: C = Canceled H = Held ' ' = Open X = Closed Note: As long as a refund's Ord sts = H (that is, the order is held), the refund will not be processed, except for A/R refunds that are processed automatically. Alphanumeric, 1 position; display-only. |
|
Typ (Refund type) |
A code that represents a type of refund. Valid values are: A = Accounts receivable (A/R) credit: A credit is applied to the customer's account B = Bonus credit: Customer receives a bonus discount when applying the refund to another purchase C = Credit card credit: A credit adjustment is sent to the credit card authorization service K = Check: The customer receives a refund check M = Merchandise credit: The customer receives a merchandise credit towards a new purchase S = Sale credit: Customer receives a sale credit for returning merchandise that is on sale V = Stored value card: Customer receives a new stored value card for the refund amount that can be used a payment towards a new purchase See How Pay Type Determines Refund Type. Alphanumeric, 1 position; optional. |
Ref dt (Refund date) |
The date the transaction that resulted in a refund occurred. Numeric, 6 positions (MMDDYY format); optional. |
The date of the most recent transaction associated with the refund. Numeric, 6 positions (MMDDYY format); optional. |
|
Hld (Hold) |
This value indicates whether the refund is on hold. A refund may be on hold because: • the amount of the refund exceeds the maximum amount specified in Working with Pay Types (WPAY). • you placed the refund on hold through Work with Refunds. Valid values are: Y = The refund is on manual hold. N = The refund is not on manual hold. Alphanumeric, 1 position; optional. |
Hld dt (Hold until date) |
The date when the system will release a refund from hold. Numeric, 6 positions (MMDDYY format); optional. |
Rsn (Refund reason) |
The reason for the refund. Valid values are: B = Balance due O = Overpayment (initial overpayment or cancellation, including soldouts on prepaid orders) R = Return Alphanumeric, 1 position; optional; assigned by the system. |
Amount |
The dollar amount to be refunded. A negative sign indicates a balance due from the customer. If you accept orders in foreign currencies, the system displays the amount in the foreign currency indicated by the Bank code. Numeric, 11 positions with a 2-place decimal; optional. |
Bnk (Bank) |
The bank associated with the source code on the order. You associate a source code with a bank by specifying a division when you create the source code, because each division is associated with a bank. When you generate refund checks, the system uses the next check number indicated for the bank in the Bank file. See Accounts Payable Working with Banks (WBNK). If the Multi Currency by Offer (E03) system control value is set to Y, you must define the currency to be used for each offer. Each currency you define on the system must be associated with a unique bank, so the bank code that appears on this screen indicates the currency of the order. |
|
If you use multi currency, the prices and other amounts on an order appear in the currency of the offer, but the system converts the figures into your local currency for order billing history and updates to the general ledger. Similarly, the refund amount that displays on this screen is in the currency used on the order, indicated by the bank code. When you process the refund, the system uses the currency conversion rate that was in effect when the order was billed. Alphanumeric, 3 positions; optional. |
Screen Option |
Procedure |
Change a refund record |
Enter 2 next to a refund to advance to the Change Refund Screen. |
Place a refund on hold |
Enter 3 next to the refund. See Changing the Refund Status. |
Cancel a refund |
Enter 4 next to the refund. See Changing the Refund Status. |
Display a refund |
Enter 5 next to a refund to advance to the Display Refund Screen. |
Release a refund from hold |
Enter 6 next to the refund. See Changing the Refund Status. |
Change a writeoff to a refund |
Enter 7 next to the refund in pending writeoff status. See Changing the Refund Status. |
Change a refund to a writeoff |
Enter 8 next to the refund. See Changing the Refund Status. |
Advance to Order Inquiry for the order containing the refund |
Enter 9 next to a refund. |
Release all held refunds |
Press F15. See Changing the Refund Status. |
Print the Refund Due List |
Press F21. |
How Pay Type Determines Refund Type
Overview: The pay type that a customer uses on an order determines the type of refund received, depending on how you have defined the pay type.
Payment category: When you create a pay type, you must assign it to one of five payment categories. Each payment category automatically produces a certain refund type, as follows.
Payment Category |
Produces Refund Type |
1 = Cash/check |
K = Check |
2 = Credit card |
C = Credit card credit |
3 = Accounts receivable (A/R) |
A = A/R credit |
4 = COD |
K = Check |
5 = Coupon/credit |
M = Merchandise credit, or S = Sale credit (see Sale Credits), or B = Bonus credit Note: If the Generate SVC Refund for all Merchandise Credit Refunds (I72) system control value is set to Y, the system generates a stored value card refund in place of a merchandise credit (or sale credit) in certain situations; see Stored Value Card Refunds. |
See the field descriptions at the Change Refund Screen for more information on each of the refund types.
Alternate refund type: When you define an alternate refund type for a pay type, the system automatically generates refunds of the alternate refund type.
Example: If you define a coupon/credit as an alternate refund type for a check pay type, the system produces a merchandise credit for the check pay type instead of a refund check.
The system accepts only A/R, coupon/credit, stored value card, or cash/check alternate refund types.
Alternate refund category: When you define an alternate refund category for a pay type, you give yourself the option of changing the refund to the type that corresponds to this category.
Example: You can define a coupon/credit alternate refund category for a cash/check pay type. In this case, the system automatically generates a refund check, but you can change the refund to a merchandise credit through the Change Refund Screen.
The system accepts only A/R, coupon, or cash/check alternate refund categories. However, you can change any type of refund to a stored value card credit at the Change Refund Screen.
See Accounts Payable Working with Pay Types (WPAY).
The system generates sale credits as refunds for returned items if:
• the Generate Sale Credit for Orders with Sale Items (I64) system control value is set to Y, and
• the returned item is flagged as a Sale item in the Item Offer or SKU Offer that applies to the order detail line, and
• the pay type:
• is a coupon/credit pay category (category 5), or
• has an Alt refund type (Alternate refund type) that is a coupon/credit pay category, or
• has an Alt refund category (Alternate refund category) of coupon/credit
The system generates a stored value card refund when:
• The alternate refund type defined for a pay type is a stored value card.
• You process a return outside the Return Grace Period (B52) and the Alternate Pay Type (B51) is a stored value card pay type.
• You change a refund to a stored value card refund (refund type V) in Work with Refunds (WREF).
Note: If you process a return against a stored value card pay type that does not have an alternate pay type or alternate refund category defined, the system generates a credit card credit refund against the original stored value card pay type, allowing you to reimburse the original stored value card instead of sending the customer a new card. However if the customer no longer has the original stored value card, you can change the credit card credit refund to a stored value card refund by changing the Type field on the Change Refund Screen to V (stored value card refund); by doing this, the system sends a new stored value card to the customer for the refund amount.
In addition, if the Generate SVC Refund for all Merchandise Credit Refunds (I72) system control value is set to Y, the system generates a stored value card refund in place of a merchandise credit (or sale credit) in the following situations:
• The original pay type on the order was a coupon/credit pay category (category 5) and the alternate refund type defined for the pay type is blank or another coupon/credit pay category.
• The Generate Sale Credit for Orders with Sale Items (I64) system control value is set to Y, the returned item is a Sale item in the Item Offer or SKU Offer, and the pay type:
• is a coupon/credit pay category (category 5), or
• has an Alt refund type (Alternate refund type) that is a coupon/credit pay category, or
• has an Alt refund category (Alternate refund category) of coupon/credit
Note: If you change a refund to a merchandise credit (refund type M), bonus credit (refund type B), or sale credit (refund type S) at the Change Refund Screen, the system does not change the refund to a stored value card refund, regardless of the setting of the Generate SVC Refund for all Merchandise Credit Refunds (I72) system control value.
For more information: See Generating Stored Value Card Refunds for an overview and required setup.
You can change a refund at the Change Refund Screen by entering a new pay type in the Pay type field. If you do this, the system updates the refund type based on the pay category of the new pay type. For example, if you change the pay type to a check pay type, the system updates the refund type to K (refund check).
The system allows you to change the original pay type defined for the refund to another pay type, if:
• The new pay type is the same pay category as the original pay type associated with the refund. For example, if the original pay type is a credit card pay type, the system allows you to change the pay type to another credit card pay type. In this example, the refund type does not change.
• The new pay type is the same pay category as the alternate refund type defined for the original pay type associated with the refund. For example, if the original pay type is a check with an alternate pay type of coupon/credit, the system allows you to enter a coupon/credit pay type or cash/check pay type in the Pay type field. In this example, the refund type changes based on the pay category of the pay type.
• The new pay type is the same pay category as the alternate refund category defined for the original pay type associated with the refund. For example, if the original pay type is a check with an alternate pay category of coupon/credit, the system allows you to enter a coupon/credit pay type or cash/check pay type in the Pay type field.
• The new pay type is a stored value card pay type. In this scenario, the system updates the refund type to V (stored value card).
Eligible refund changes: The table below indicates the type of pay type you can enter in the Pay type field, based on the original pay type (and its alternate refund type/category) associated with refund.
If original pay type is: |
And alternate refund type or category is: |
You can change the pay type defined for the refund to:1 |
1 (cash check) |
blank or cash/check |
cash/check pay type (refund type K) |
coupon/credit |
cash/check pay type (refund type K) coupon/credit pay type (refund type M) |
|
A/R |
cash/check pay type (refund type K) A/R pay type (refund type A) |
|
2 (credit card) |
blank |
original pay type for the refund (refund type C) |
cash/check |
original pay type for the refund (refund type C) cash/check pay type (refund type K) |
|
A/R |
original pay type for the refund (refund type C) A/R pay type (refund type A) |
|
coupon/credit |
original pay type for the refund (refund type C) coupon/credit pay type (refund type M) |
|
Note: The system does not allow you to change a credit card credit to another credit card pay type. |
||
3 (A/R) |
blank or A/R |
A/R pay type (refund type A) |
cash/check |
A/R pay type (refund type A) cash/check pay type (refund type K) |
|
coupon/credit |
A/R pay type (refund type A) coupon/credit pay type (refund type K) |
|
4 (COD) |
cash/check |
COD pay type (refund type A) cash/check pay type (refund type K) |
coupon/credit |
COD pay type (refund type A) coupon/credit pay type (refund type M) |
|
A/R |
COD pay type (refund type A) A/R pay type (refund type A) |
|
5 (coupon/ credit) |
blank or coupon |
coupon pay type (refund type M) |
cash/check |
coupon pay type (refund type M) cash/check pay type (refund type K) |
|
A/R |
coupon pay type (refund type M) A/R pay type (refund type A) |
|
Pay Category 5 (coupon/credit): If the pay type associated with the refund is a pay category 5 (coupon/credit) pay type, the system allows you to change the refund by entering a different refund type in the Type field. You can only change the refund type to a merchandise credit (M), bonus credit (B), or sale credit (S).
Stored value card pay types: If the original pay category and current pay category associated with the refund is a stored value card pay type (pay category 2 (credit card) and Card type S), the system allows you to change the refund by entering a different refund type in the Type field. You can only change the refund type to a credit card credit (C) or stored value card credit (V).
• If the refund is a credit card credit, the system adds the refund amount to the original stored value card on the order.
• If the refund is a stored value card credit, the system generates a new stored value card for the refund amount.
General ledger: If you change the refund type by entering a new pay type in the Pay type field, the system posts the refund to the G/L account numbers defined for the new pay type.
Purpose: Use this screen to review a refund, change the type of refund, place a refund on hold, release a refund from manual hold, or enter a date on which to release the refund from hold.
To change a refund: See Changing a Refund for an explanation of the options available when changing a refund.
To place a refund on hold: Enter Y in the Hold field and optionally, enter a date in the Hold until date field. If you enter a hold until date, the system automatically releases the refund from hold on that date.
To release a refund from manual hold: Enter N in the Hold field.
How to display this screen: Enter 2 next to a refund at the Work with Refunds Screen.
Note: You cannot change a refund once it has been processed.
CSR0379 CHANGE Change Refund 10/24/97 12:26:39 EZK Mail Order
Order # . . . . : 3934 - 001 Sold To . . . : 295 KAPLAN, ELISE Z Bill To . . . : 191 COMMERCIALWARE ATTN: KAPLAN, ELISE Z Amount . . . : 10.00
Status . . . . . . . . : O Open Type . . . . . . . . . : A A/R Credit Manual hold . . . . . . N (Y/N) Hold until date . . Current category . . . : 3 A/R Original category . . : 1 Cash/Check Refund date . . : 10/24/97 Trans date . . : 10/24/97 Refund reason . . . . : R Return Pay type . . . . . . . 9 A/R RA# . . . . . . . . : 1
F3=Exit F12=Cancel |
Field |
Description |
Order # |
A unique number the system assigns to identify an order. Numeric, 7 positions; display-only. |
Sold to (Sold to customer number) |
The number of the customer or company that placed the order. The customer's or company's name appears as an unlabeled field to the right of the customer number. Numeric, 9 positions; display-only. |
Bill to (Bill-to customer number) |
The number of the customer or company responsible for paying for the order. The bill-to customer number appears only if there is a bill-to customer associated with the order producing the refund; in this situation, the refund check will be generated for the bill-to customer rather than the sold-to customer. The bill-to customer's and/or company's name appears as an unlabeled field to the right of the bill-to customer number. Numeric, 7 positions; display-only. |
Amount |
The dollar amount to be refunded. A negative sign indicates a balance due. Numeric, 11 positions with a 2-place decimal; display-only. |
Status (Refund status) |
The current status of the refund. Valid values are: C = Canceled H = Held N = Cancel pending O = Open P = Processed T = Written off W = Writeoff pending The description associated with the status appears as an unlabeled field to the right. Alphanumeric, 1 position; display-only. |
A code that represents the kind of refund the customer will receive. The description associated with the type appears as an unlabeled field to the right. Valid values are: A = Accounts receivable (A/R) credit: Credit is applied to the customer's account B = Bonus credit: Customer receives a bonus discount when applying the refund to another purchase. You can change a refund to a bonus credit if the original pay type had a coupon/credit alternate payment category. The Bonus Credit Bonus % (B70) is defined in the System Control file. C = Credit card credit: A credit adjustment is sent to the credit card authorization service K = Check: The customer receives a refund check. You can define a Refund Check Bonus % (B69) in the System Control file to award the customer if he applies the refund check to another purchase. |
|
|
M = Merchandise credit: The customer receives a merchandise credit towards a new purchase S = Sale credit: The customer receives a sale credit for returning sale merchandise. See Sale Credits for more information on when the system produces sale credits. V = Stored value card credit: The customer receives a new stored value card for the refund amount that can be used towards a new purchase; see Stored Value Card Refunds. |
|
The system allows you to change the refund by entering a pay type in the Pay type field; see Changing a Refund. If the pay category is Coupon/Credit (5), you can change the Type field to B (bonus credit), M (merchandise credit), or S (sale credit). See How Pay Type Determines Refund Type. Alphanumeric, 1 position; display-only. |
This value indicates whether the refund is on hold. A refund may be on hold because: • you placed it on hold though Work with Refunds, or • the system placed the refund on hold because the refund amount exceeds the maximum amount defined for the pay type. Valid values are: Y = The refund is on hold. Changing this value to Y does not affect the Refund status field, but the refund will not be processed when you process refunds. N = The refund is not on hold. Changing this value to N when the refund is currently in a held status changes the Refund status field to H (O), and the refund will be processed when you process refunds. Alphanumeric, 1 position; optional. |
|
Hold until date |
The date when the system will release a refund from hold. Note: Entering a date in this field does not by itself hold the refund; the refund status must be H or the value in the Manual hold field must be Y to hold the refund until this date. Numeric, 6 positions (MMDDYY format); optional. |
Current category |
The current payment category of the refund. The current category may change if you change the pay type of the refund. See the description of the Pay type field. Valid values are: 1 = Cash/check 2 = Credit card 3 = Accounts receivable 5 = Coupon/credit The description of the category appears as an unlabeled field to the right. Alphanumeric, 1 position; display-only. |
Original category |
The category of the payment type used on the order. This value may differ from the current category if there is an alternate refund type or alternate refund category. Valid values are: 1 = Cash/check 2 = Credit card 3 = Accounts receivable 4 = C.O.D 5 = Coupon/credit The description of the category appears as an unlabeled field to the right. Alphanumeric, 1 position; display-only. |
Refund date |
The date when the transaction that resulted in a refund occurred. Numeric, 6 positions (MMDDYY format); display-only. |
Trans date (Transaction date) |
The date of the most recent transaction associated with the refund. Numeric, 6 positions (MMDDYY format); display-only. |
Refund reason |
A code that identifies the reason for the refund. Valid values are: B = Balance due O = Overpayment (initial overpayment or item/order cancellation, including soldouts on prepaid orders) R = Return The description associated with the reason appears as an unlabeled field to the right. Alphanumeric, 1 position; display-only. |
A code for the payment method of the refund. Pay types are defined in and validated against the Pay Type file. See Accounts Payable Working with Pay Types (WPAY). The system creates the refund in the same pay type used on the order. However, if an Alternate refund type is defined for that pay type, the system creates the refund in the alternate type. The system allows you to change the pay type of the refund to another pay type; see Changing a Refund for the available options. If you change the pay type of the refund to another pay type, the system will post the refund to the G/L numbers associated with the alternate type. The description associated with the pay type appears as an unlabeled field to the right. Numeric, 2 positions; optional. |
|
RA# (Return authorization number) |
The number the system assigns to a return authorization on an order. You can create a return authorization in Order Maintenance when you are expecting a customer to return an item. Using return authorizations help you control of the process of receiving and crediting returns. A value other than zero appears here if a return authorization caused the refund. Numeric, 3 positions; display-only. |
How to display this screen: Enter 5 next to a refund at the Work with Refunds Screen to advance to the Display Refund screen. You cannot change any information on this screen. See Change Refund Screen for field descriptions.
How to change the status of a refund: To change the status of a refund, enter the appropriate option number next to the refund at the Work with Refunds Screen. Each option number works with only certain refund statuses. The table below outlines valid combinations. If you attempt an invalid status change, the system displays an error message.
Process |
Option |
Works on current status of |
Result |
Hold refund |
3 |
O (open) N (cancel pending) |
The Ref sts (refund status) field changes to H to indicate that the refund is held; it now appears in order number sequence among held refunds. The Hold field changes to Y. The refund will not be affected the next time you process refunds. |
Cancel refund |
4 |
H (held) O (open) W (writeoff pending) |
The Ref sts (refund status) field changes to N to indicate that a cancel is pending; the refund now appears in order number sequence among refunds pending cancellation. The refund will be canceled the next time you process refunds. |
Release refund |
6 |
H (held) N (cancel pending) |
The Ref sts (refund status) field changes to O to indicate that the refund is open for processing; it now appears in order number sequence among open refunds The refund will be processed the next time you process refunds.3 |
Change writeoff to refund |
7 |
W (writeoff pending)1 |
The Ref sts (refund status) field changes to O to indicate that the refund is open for processing; it now appears in order number sequence among open refunds The refund will be processed the next time you process refunds. |
Writeoff a refund |
8 |
H (held N (cancel pending) O (open)2 |
The Ref sts (refund status) field changes to W to indicate that a writeoff is pending on the refund; the record now appears in order number sequence among pending writeoffs The refund will be written off the next time you process refunds |
1Writeoffs must have a positive refund amount to be changed to refunds. |
|||
2Refunds must be prepaid payment types to be written off. |
|||
3A refund will remain on hold as long as the order containing the refund is on hold (Ord sts = H) |
|||
Release all held refunds: You can also release all held refunds at once by pressing F15. The system displays a pop-up window indicating that held refunds are about to be released.
WARNING: All held refunds are about to be released. Press the Enter key only if you wish to continue. |
- You can always change the pay type defined for the refund to a stored value card pay type; this updates the refund type to V (stored value card credit).
| Refund Due List | Contents | SCVs | Search | Glossary | Reports | Solutions | XML | Index | Processing Refunds (MREF) |
CS10_03 CWDirect 18.0.x 2018 OTN