DUKAANMATIC BUSINESS GUIDES
Customer returns: keep the refund and stock record in agreement
A returned item creates more than a refund. It may change the customer’s balance, available stock and the records used to explain the sale. When these changes are handled separately without a common reference, the money can be correct while the stock remains wrong.
Find the original sale first
Ask for the invoice or another reliable reference and confirm the item, quantity and price actually sold. Check whether part of the quantity has already been returned. A return should reflect the original transaction and your applicable return policy. If the original sale cannot be located, route the case to an authorised person instead of entering an unrelated sale cancellation.
Decide what happened to the goods
Inspect the item before increasing saleable stock. A sealed product that can be sold again is different from a damaged product awaiting supplier review. Record the condition and the intended treatment. Keep returned goods physically separate while the decision is pending so another staff member does not sell them by mistake. A refund approval alone does not establish that the product is ready to go back on the shelf.
Separate a refund from a credit balance
Consider a customer who bought three units at ₹500 each and paid the full ₹1,500. Returning one eligible unit may produce a ₹500 refund under the agreed terms. If the original invoice was unpaid, the same return may reduce what the customer owes instead. This simplified example excludes tax and discounts; use the original document’s amounts and applicable adjustments for the actual transaction.
Record the linked movements together
Use the supported sales return or credit workflow in DukaanMatic and retain the original invoice reference. Review the resulting customer ledger, stock movement and refund entry. Avoid entering both a refund through the return workflow and an additional standalone payment unless the workflow requires that separate step. Check whether the return is saved or posted before assuming its effects appear in the reports.
Handle exchanges as a clear sequence
An exchange often contains a return and a new sale. If the replacement costs more, record the additional amount collected; if it costs less, handle the remaining credit or refund according to the agreed policy. Keep both document references together. At day-end, compare refunds with approved return documents and review any goods still awaiting inspection. Ask your accountant to confirm the required tax document treatment for your particular transaction rather than treating this operational checklist as a tax rule.