↩️ Returns
Estimated time: 8 minutes
Level: 🟡 Medium
When things don't go well
🎯 What is a return?
A return occurs when the customer returns something they purchased to you.
Common reasons:
- Defective or broken product
- Wrong product (they made a mistake when sending)
- Client regrets it (he didn't need it)
- Didn't work/like it
- Surplus material
Example:
Client buys a pool cleaner but it is not suitable for his pool.
You return it in perfect condition.
You return the money or give them a credit.
The product returns to your stock.
📝 STEP 1: Register return
How:
- Go to Sales → Returns
- Press "New Return"
- Find the original invoice (or order)
- Select which products to return
Captura con datos demo AquaDemo.Capture with AquaDemo demo data.
📊 Return types
Depending on the reason:
| Reason | Description | Typical action |
|---|---|---|
| Defect | Broken or bad product | Return money, complain to supplier |
| Mistake | Wrong product was sent | Return money + apology |
| Withdrawal | Client regrets | Return money (if okay) |
| Surplus | He had construction material left over | Credit or refund |
| Guarantee | Failure after use | Repair, exchange or return |
According to product status:
| Status | What happens to the stock |
|---|---|
| Perfect condition | Back in stock available |
| Defective | Going to damaged/quarantine stock |
| Used | Evaluate if it can be sold as an outlet |
| Broken | Direct cancellation, not back in stock |
💰 STEP 2: Manage the refund
Option A: Bank transfer
- You return money to your account
- It takes 1-3 days
- Leave a record in the system
Option B: Cash
- You give him money in hand
- Permits are required (cash register)
- Signed receipt
Option C: Subscription
- You don't give him money
- It remains as a "credit" for your next purchase
- Automatically deducted from next invoice
📄 STEP 3: Documentation
When processing the return, the following are automatically generated:
1. Rectifying Invoice (Memo)
Tax document that cancels or reduces the original invoice.
FACTURA RECTIFICATIVA #R-2024-0012
Por factura: F-2024-0892
Limpiafondos automático: -145€
IVA 21%: -30,45€
───────────────────────────────
TOTAL DEVUELTO: -175,45€2. Entry note
Register that the product returns to your warehouse.
3. Proof of return
For the client, with:
- What returned
- How much do you return
- How (transfer, credit...)
⚠️ Return Policy
Typical deadlines:
| Product type | Return period |
|---|---|
| Standard product | 14 days (law) |
| Custom product | Not returned |
| Product in use | Guarantee only |
| Services provided | They are not returned |
Conditions:
✅ You accept returns if:
- It's on time
- Product in good condition
- Present ticket/invoice
- Original packaging (if applicable)
❌ You do not accept returns if:
- Product used or damaged by customer
- The deadline has passed
- It is personalized (e.g. custom awning)
- It is a perishable product
📈 Return statistics
In Sales → Returns → Statistics:
┌─────────────────────────────────────────────┐
│ ESTADÍSTICAS DE DEVOLUCIONES │
├─────────────────────────────────────────────┤
│ │
│ Este mes: │
│ • Total devoluciones: 8 │
│ • Importe devuelto: 1.245€ │
│ • % sobre ventas: 2,1% │
│ │
│ Por motivo: │
│ Defecto: 3 (37%) → Reclamar a prov. │
│ Equivocación: 2 (25%) → Mejorar picking │
│ Desistimiento: 3 (38%) → Normal │
│ │
│ Productos con más devoluciones: │
│ 1. Limpiafondos X3: 3 devoluciones │
│ 2. Cloro gel: 2 devoluciones │
│ │
│ ⚠️ Alerta: Limpiafondos X3 tiene muchas │
│ devoluciones. Revisar si es defecto │
│ de fabricación o información confusa. │
│ │
└─────────────────────────────────────────────┘💡 Tips to reduce returns
Tip 1: Clear information
Describe the products well. "For rectangular pools up to 50m²"
Tip 2: Real photos
Shows the actual product, not a generic catalog photo.
Tip 3: Advice
Before selling something expensive, make sure it's worth it.
Tip 4: Sturdy packaging
Many returns are due to breakage in transport.
❓ Frequently asked questions
"Can you return something you bought 6 months ago?"
No, unless it has a warranty and is defective.
"What do I do with defective products?"
You return them to the supplier. You don't lose money.
"Does the customer need a ticket?"
Ideally yes, but you can search by name if they are a regular customer.
"Can I refuse a return?"
Yes, if you do not comply with the policy. But better to be flexible with good clients.
✅ Return checklist
Upon receipt:
- [ ] Check product (is it ok?)
- [ ] Check purchase date
- [ ] Search original invoice
- [ ] Identify real reason
When processing:
- [ ] Register in system
- [ ] Generate corrective invoice
- [ ] Decide refund method
- [ ] Update stock (if applicable)
After:
- [ ] Return money or create credit
- [ ] Send proof to the client
- [ ] Analyze if it is a recurring case