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Process Returns and Refunds using Webgility Desktop with NetSuite
Process Returns and Refunds using Webgility Desktop with NetSuite

How to Process Returns and Refunds using Webgility Desktop with NetSuite

David Pond avatar
Written by David Pond
Updated over a week ago

How to Process Returns and Refunds using Webgility Desktop with NetSuite

This article describes how to record refunds in NetSuite using Webgility Desktop. These are the refunds/returns against the orders whose sales channels/marketplaces are connected with the Webgility Desktop Application.

Webgility Desktop can be used to record the refund details on some Shopping Carts or Marketplaces such as eBay, Shopify, Magento, Square, Walmart, and WooCommerce.

Begin the Refund Process

To refund a customer's money, partially or fully, you have to initially refund them in the shopping cart where your payment processor is directly connected. We will use Shopify as an example here in the screenshots.

Download the Refund in Webgility Desktop

1. Once you process the refund in the shopping cart or marketplace, log in to the Webgility Desktop app and download the latest orders from the online store by selecting ‘Get New Orders’. The Webgility app will download the refund details of old orders along with the latest orders and associate them with the original order.

2. On the Dashboard, Go to the New Orders tab and then click Display Settings from the bottom left corner. This can also be done on the Posted Orders view.

Note: Step 2 above is required if your Refunds column is not visible in the Webgility order dashboard.

3. In the Display Settings dialog box, select the Refund checkbox. Then click Save.

4. Now when a refund becomes available, the next time you click Check for New Orders, this column will be marked with an arrow icon to indicate the refund.

5. After orders have initially been posted, and a refund is done the refund arrow will show on the order in the Posted Orders tab.

How to Post a Refund

You can start the refund process once the order has been posted in NetSuite. To do so, follow the steps below:

1). Under the Posted Orders tab, double-click on the order, and in the order details view click on the Credit Memo tab, then select the Post Refund option from the bottom.

2). If you have already posted the order, and now posting the refund for that order, you will be prompted to choose one of the two options as a preference for recording the refund in NetSuite:

  • Void Transaction: Completely remove the original transaction from NetSuite.

  • Create Refunds Authorization: Post a Refund Authorization that is marked as paid back to the customer out of the deposit-to account with which you had originally collected the revenue.

3). If you don't have a preference, we recommend the Create Refunds Authorization, as it is the most complete transaction for a refund and is the most appropriate in terms of accounting best practices.

Once you are done with the refund selection as per your preference, you can select whether or not to have the quantity adjusted for each item being returned.

Note: Refund transactions created by Webgility will by default return all items you are posting to inventory. If you do not want to return an item to inventory, click the Re-Adjust Quantity checkbox.

In the below example, SKU #Unique123 is not being returned to inventory because it was either damaged or lost or cannot be restocked for some other reason. The second SKU #100102 is being returned to inventory and can be sold to another customer.

4). Once the Return Authorization is posted into NetSuite you’ll get a successful notification.

5). If you want to un-post the Refund Authorization from NetSuite, click the Undo Sync option from the Credit Memo tab.

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