---
title: "Credits & Refunds Maintenance"
canonical: "https://kb.myframeworks.com.au/space/FRAM/28383554/Credits%20%26%20Refunds%20Maintenance"
format: markdown
---
# Overview
The **Credits & Refunds Maintenance** screen on allows you to process credit notes and cash refunds for your customer. You can also return unused stock back into your inventory.
# Accessing the Credits & Refunds Maintenance Screen
To access the **Credits & Refunds** maintenance screen, perform the following:
1. Click **Frameworks Menu **then navigate to **Sales > Transaction Processing > Credit Notes** from the navigation tree.
2. Click **Find** to view all customer Credit Notes or click **New** to create a new credit or refund.
3. Click the required **Order **hyperlink to open the **Credits & Refunds** maintenance screen.
> ✅ Refer to the [Process a Credit Note](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/30521982) Operators Guide for more information on creating and processing a credit or refund.
> ✅
> ✅ Refer to the [Credit Note Dashboard](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28408922) User Manual for additional information related to refining your search results.
# Navigating the Credits & Refunds maintenance screen
Once you have entered the **Credits & Refunds Maintenance **screen you will be able to create, view, edit and maintain your credits and refunds.
The Credit & Refunds maintenance screen is made up of 4 main sections, these are:
## 1. The Header (Details) Information
In this section, you can add the required details when creating and processing a credit note. Also, for existing credits and refunds, you can view and update the details of the transaction.
More information about the Header details, click here.
**Transaction Number**
Displayed in the top left of the screen is the **Transaction Number** for the credit or refund. This number is automatically generated and applied once a credit or refund has been created.
---
**Customer**
Enter the **Customer name** or **Id** for the credit or refund. Click Search icon to open the **Customer Finder** window.
---
**Job**
You can link a customer's transaction to a job when creating or maintaining it. The **Job Number** field displays the **Job Id** linked to the transaction. Once a job is linked the **Job Name** will be displayed here too.
- Enter the **Job ID** or use the **Finder **icon to search for a job, to link an existing job to the transaction.
- Click the **Add Job **icon to open the **Job Maintenance **window and enter the relevant **Job Details. **Click **Save **to create the job and link it to the transaction.
- Click the **Pencil** icon to edit the **Job Details**, via the **Job Maintenance **window.
---
**Customer O/No**
If required, enter the customers order number for the credit or refund.
---
**Reference**
If required, enter a reference for the credit or refund.
---
**Type**
From the drop-down menu select the credit or refund type of either **Overcharge** or **Stock Return**
- **Overcharge **is for when a customer is receiving a refund for a portion of the order price with NO stock movements.
- **StockReturn**is for when a customer is returning stock from an order and stock movements are required.
If the transaction is:
- An **Overcharge**, when crediting or refunding the product, enter the price that the customer has been overcharged in the** Unit Credit** field.
> ℹ️ The price entered cannot exceed the original transaction price.
> ℹ️
> ℹ️ Due to an overcharge type being a simple return of funds, the discount column will default to zero (even if an original discount existed) and cannot be edited.
- A** Stock Return**, when crediting or refunding the product, enter the quantity of goods being returned in the **Credit Qty** field.
> ℹ️ The quantity entered cannot exceed the original transaction quantity already returned.
> ℹ️
> ℹ️ The discount column will default to the original discount percentage and cannot be edited so that the system can adequately remove any discounts that were granted during the sale. If there is no original docket and a credit has been manually added via the **Add** button, then the discount columns is available to edit.
> ℹ️ Once the transaction has been created you can NOT edit this field.
---
**Reason**
From the drop-down menu select the **Reason Code** for the credit and refund type.
> ✅ Refer to [Reason for Refund Codes ](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28401600) for more information on defining the reason codes
> ℹ️ Once the transaction has been created you can NOT edit this field.
---
**Original Docket**
Enter the original invoice docket number for the goods being refunded, or click the **Search** icon to open the **Transaction Finder** window. When a customer has already been added to the credit or refund, the Transaction Finder window will automatically filter to display only that customer's transactions.
For historical invoices imported from a previous system, use the **External Ref** field in the **Transaction Finder** window to locate the required transaction.
> ℹ️ **Note: **Once the transaction has been created you can NOT edit this field.
> ⚠️ When the **[OrdCredInv](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28408984/Credit+Notes+Related+System+Settings#OrdCredInv)** flag is enabled in System Settings - Flags, a valid **Original Docket** must be selected to proceed.
---
**B/O**
If required, enter the Back Order Number for the transaction in the **B/O** field. If the user selects an original Invoice number using the finder, then the backorder field is automatically populated using the appropriate backorder number of the original transaction.
> ℹ️ Once the transaction has been created you can NOT edit this field.
---
**Branch**
From the drop-down menu selected the branch of the transaction being refunded. This will default initially to the users logged in branch.
---
**Disc % **
Enter a global discount percentage to be applied to all the product lines being refunded. This option allows you to reprice a stock return credit transaction (different to the re-stocking fee).
> ⚠️ The **OrdCred** system settings - flag is required to be unticked for the **Disc% **field to be available.
---
**Override Stocking Fee**
Tick the checkbox to enable the **Restocking Fee** field allowing you to manually adjust the value in the Restocking Fee field*.*
---
**Restocking Fee**
Displays the applied restocking fee. You can override this at any time by ticking the Override Stocking Fee checkbox.
> ⚠️ If the type of return is a **Stock Return** and the **POSCrdSur% **flag has been activated with a credit surcharge percentage defined, the **Restocking Fee **is automatically calculated & added to the transaction via the product code setup in flag **SOPSurProd.**
---
**Load Details** (button)
The button will become active once an **Original Docket **has been selected. Clicking the **Load Details** button will add the original transaction details to the product entry grid.
---
**Refund All **(button)
Click the **Refund All **button to automatically refund all quantities on all order lines.
> ⚠️ Please note that if a Delivery fee (product code **Deliv**) has automatically been applied to an order when **refunding all** the delivery fee will not be included in the refund and the credit note will need to be manually adjusted.
---
**Pickup Note** (button)
If the goods are being collected on behalf of a customer, click the **Pickup Note **button. This produces a pickup note printout that can be given to a driver to collect the goods from the site.
---
## 2. The Transaction Maintenance Tabs
There are 5 maintenance tabs and they perform the following functions.
### 1. Product Entry Tab
The **Product Entry** tab lists every product included in the credit or refund. Use this tab to define:
- What is being credited or refunded, either the quantity or the unit sell amount.
- Any line discounts that were applied on the original transaction.
- Product-specific refund reasons.
- Any additional comments for the product line.
#### Adding Products to the Credit or Refund
There are two ways to add products to the transaction:
- Click **Load Details** to add every product from the specified **Original Docket** to the grid.
- Click **Add** to add individual product lines. Use this method when there is no original docket to load from, or when additional products need to be added to an existing set of loaded lines.
Products can be entered using the product's barcode, alternate code or supplier barcode.
A delivery charge product can also be refunded, either partially or in full, using the same process as a standard product.
#### Unit of Measure
For products that support more than one Unit of Measure, you must select the appropriate UOM on the product line. Click the **Search** icon to select from the **Unit Of Measure Finder** window.
If the UOM is invalid, a warning icon displays with the message: *"Invalid Unit Of Measure"*.
#### Parent and Child Products
Non-tally parent products can only be added to the transaction without an original reference number when the product is flagged as **Independently Traded** in **Product Maintenance > General Information**. Child products can be added without this restriction.
#### Tally Products
Click the **Tally** button when a tally product is selected on the grid to open the **Tally Maintenance** window. Use this window to return tally products.
#### Water Efficiency Labelling Standard (WELS) Attributes
Products carrying WELS attributes have their WELS values automatically appended to the product description on each credit note line. The user is not prompted when this happens.
WELS values behave differently depending on how the credit note is raised:
- **Credits raised from an original invoice:** The WELS values are copied from the original transaction, so the credit note matches the historical record.
- **Credits raised without an original transaction reference:** WELS values are not included, because there is no source record to copy from.
> ✅ For the full setup and behaviour details, see [Configure Water Efficiency Labelling Standard (WELS) Attributes - Implementation Guide](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/1103003649).
### 2. Despatch Details Tab
If the products are required to be picked up from the customer or from a job site, click the **Despatch Details** tab to the Customer's Name and Address or job site address in the **Deliver To** field.
Additional information on the Despatch Details tab, click here.
**Despatch Method**
Select the** **appropriate** Despatch Method** via the drop-down arrow. Despatch Methods are unique to a customer's business. The* Despatch Method* field determines if a cash sale requires delivery.
If no despatch method is selected, it will default to the value of system setting **POSDefDesp. **If no value is present for this flag, then a Despatch method will be required to be entered.
---
**Delivery Date**
Enter the required delivery date or use the **Date Finder** icon to search.
> ℹ️ This field is only required when the Despatch Method is a delivery type.
---
**Delivery Time**
Enter the time the product/s will be delivered. Format is **ddmm** with no colon in between. 24 hour time format is accepted.
---
**Fixed Time**
Enable this checkbox if this time is fixed.
---
**Requested Time**
Select the** Requested Time** the customer is requesting the delivery to be made via the drop-down arrow.
---
**Deliver To**
Enter the customer name to deliver the product/s to.
---
**Address / Suburb/City / State**
Self explanatory.
---
**Instructions**
Enter any instructions regarding the delivery.
---
**Contact Name**
Enter the contact name for the delivery or search for contact/s via the **Search** icon.
---
**Contact Phone**
Enter the contact phone for the delivery.
---
**Type Of Load**
Select the** Type Of Load **via the drop-down arrow.
---
**Has Phoned**
Tick if the customer has phoned about the impending delivery.
---
**Map Ref**
Select the appropriate map reference for the delivery via the **Search** icon.
---
**Map Xref**
Enter the appropriate map cross reference for the delivery.
---
**Delivery Area**
- **If a non-pickup Desp. Method has been selected**, automatically populates if a Map Ref has been defined for the Delivery Area, otherwise select the appropriate Delivery Area. Refer to [Defining Delivery Areas](https://sterlandsupport.atlassian.net/wiki/spaces/TPUG/pages/28803294) in the [Trade Portal User Guide](https://sterlandsupport.atlassian.net/wiki/spaces/TPUG) to define a Delivery Area and relate it to a Map Reference.
> ℹ️ If you attempt to modify the Map Ref field where the Map Ref has not been defined/related with the Delivery Area, you will receive error message: *"Invalid map reference [nnn = Map Ref] (You may leave it blank)."*
- **If a pickup Desp. Method has been selected**, select the appropriate Delivery Area.
---
**Delivery Fee**
Automatically populated based on **Delivery Area**. Adjust as necessary.
> ℹ️ This field is required based on if the **Charge Delivery **and** Default Delivery** field is ticked in the **More Data** tab of [Customer Maintenance](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28389894). Refer to [Delivery Fees by Date/Value](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28382836) for further information.
---
**Comments**
Enter any special comments regarding the delivery.
### 3. Header Tab
The **Header **tab allows you to view and maintain details about who created the credit notes, who took the credit and/or assigned the credit to another user to complete.
More information about the Header Tab. click here.
**Credit Taken By**
Can be used if someone else took the credit outside of the system and you want to log that information
---
**Assignee**
Click the edit pencil to change the assignee (eg if supervisor approval of credit is required)
---
**Date Credited**
Enter the date of the credit note (by default will be the date entered in the system).
---
**Job**
** **
> Macro (include)
> ⚠️ If the **Jobs Mandatory** checkbox is enabled for the customer in the [Customer Maintenance](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28389894), then this field is mandatory. If not, the field is optional.
### 4. Diary Notes Tab
Click 'Add Diary Note' to add notes against the transaction if required.
> ℹ️ Diary notes can be then viewed when enquiring about the transaction in customer transaction enquiry.
### 5. Extra Charges Tab
The **Extra Charges** tab displays all additional fees that have been applied to the credit note, either automatically by the system based on configured charge rules, or manually added by an authorised user. Charges in this tab are debited from the customer and included in the credit note total. They appear as line items on the **Product Entry **tab.
The **Record Type** column identifies whether each charge was applied automatically or added manually. Use the **Add Charge** button to manually add a charge from the configured charge list.
> ℹ️ Extra charges from the original transaction marked as **Can Be Credited** in **Extra Charges Maintenance** are shown only in the **Product Entry** tab and can be credited as desired. Extra charges shown in the **Extra Charges** tab are debited from the customer.
> ✅ Refer to [Understanding Extra Charges](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/542703620) for more information.
For more information about the Extra Charges Tab, click here.
**Description**
Displays the name of the extra charge as configured in **Extra Charges Maintenance**. The **Description** value appears on printed and digital customer documents including invoices and receipts.
---
**Customer Type**
Displays the customer type criterion from the charge rule that triggered this charge. This reflects the customer type condition configured in **Extra Charges Defaults** that was matched when the charge was applied to the transaction.
---
**Despatch Method**
Displays the despatch method criterion from the charge rule that triggered this charge. This reflects the despatch method condition configured in **Extra Charges Defaults** that was matched when the charge was applied to the transaction.
---
**Delivery Area**
Displays the delivery area criterion from the charge rule that triggered this charge. Blank indicates the charge rule was not restricted to a specific delivery area.
---
**Post Code**
Displays the postcode criterion from the charge rule that triggered this charge. Blank indicates the charge rule was not restricted to a specific postcode.
---
**Method**
Displays the calculation method used for this charge, as configured in **Extra Charges Defaults**. The method is either **Fixed Value** (a flat fee) or **% of Order Value** (a percentage of the transaction total).
---
**Factor**
Displays the flat fee amount or percentage used to calculate the charge, as configured in the matching **Extra Charges Defaults** rule. When the **Method** is **Fixed Value**, this is the dollar amount. When the **Method** is **% of Order Value**, this is the percentage applied.
---
**Per Delivery**
Indicates whether this charge applies on each individual delivery or once per transaction. A ticked checkbox indicates the charge applies per delivery.
---
**Minimum Charge**
Displays the minimum dollar amount configured for this charge rule. When the **Method** is **% of Order Value** and the calculated amount is less than the minimum, the minimum amount is charged instead. Displays $0.00 when no minimum is set.
---
**Maximum Charge**
Displays the maximum dollar amount configured for this charge rule. When the **Method** is **% of Order Value** and the calculated amount is more than the maximum, the maximum amount is charged instead. Displays $0.00 when no maximum is set.
---
**Date From**
Displays the start date of the charge rule that triggered this charge. Blank indicates the rule has no start date restriction.
---
**Date To**
Displays the expiry date of the charge rule that triggered this charge. Blank indicates the rule has no end date restriction.
---
**Added Charges Exclusive**
Displays the tax-exclusive dollar amount of this charge as applied to the transaction. This is the charge amount before GST or applicable tax is added.
---
**Added Charges Inclusive**
Displays the tax-inclusive dollar amount of this charge as applied to the transaction. This is the charge amount including GST or applicable tax.
---
**Total Added Charges**
Displays the cumulative total of all extra charges applied to this transaction, inclusive of tax. This value contributes to the order total displayed in the Totals section of the screen.
---
**Total Invoiced Charges**
This column currently has no purpose and can be hidden.
---
**Record Type**
This column identifies how each charge was applied to the transaction. **Auto** for charges applied by the system based on configured rules and **Manual** for charges added manually by a user.
---
---
## 3. Totals and Tendering Buttons
In this section, you can view the totals (Exc GST, GST amount and Inc GST) that will be credited or refunded to the customer and tender the credit or refund.
- Click **Finish** to process the Credit Note and open the **Tendering** window.
> ⚠️ - A refund will create a reference (to the credit note) on the original invoice for the specific product line. Frameworks caters for a 1c per unit rounding tolerance when validating the line sell of the refund against the original invoice.
> ⚠️ - If system flag **FWCRPwdReq** is activated, when performing a credit/refund for a Customer who requires a password, this flag ensures the password is prompted for and validated to complete the transaction.
- Click **Suspend **to suspend or pause the transaction for a later time or if it us required to be reviewed by another party
- Click **Void **to void the transaction at any time.
> ✅ Refer to [Process a Credit Note](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/30521982) for more information.
### The Tendering Window
The **Tendering window** is used to process refunds and payments. This window is divided into several sections to help you complete the transaction efficiently.
For more information about the Tendering Window fields, click here.
**Tendering Amounts**
- **TO REFUND**: The total amount to be refunded to the customer.
- **TOTAL GIVEN**: The total amount already entered for the refund.
- **OUTSTANDING**: The remaining amount that still needs to be refunded.
- **CHANGE DUE**: The amount of change to give the customer if the amount tendered is greater than the refund amount.
---
**Tendering Summary**
- **Type**: Lists the tender types (such as Cash, EFTPOS or Cheque) used in the transaction.
- **Amount**: Shows the amount tendered for each type.
- **Status**: Displays the status.
---
**Pay Section**
- **Tender Type**: Select the tender type from the drop-down menu.
- **Amount**: Enter the amount to be refunded for the selected tender type.
- **Refund**: Click **Refund** to process the refund.
- **Mobile Number**: Enter the customer’s mobile number if required for receipts or notifications.
- **Print Docket**: Enable this checkbox to print a receipt for the transaction.
---
**On Account Section**
- **Amount**: Enter the amount to be refunded to the customer’s account.
- **Refund**: Click **Refund** to process the refund to the account.
- **Credit Date**: Select or enter the date for the credit note using the **Date Picker** icon. This is used for backdating or postdating credit notes, depending on your security and configuration settings.
> ℹ️ The **Credit Date** field is only visible if you enable the **Can Post Date Invoices** checkbox in the **User Maintenance**.
> ℹ️ The Return to Account (**FWCanRefCshOnAcc in System Settings**) only works for cash customer refunds. To make the Return to Account button appear, first process a sale for a standard debtor, then refund that invoice.
---
**Original Payment Details**
This section displays information about the original payment, if available.
- **Till No.**: The till number used for the original payment.
- **Session**: The session ID or number.
- **Tender Type**: The original payment method.
- **Amount**: The amount originally paid.
- **User**: The user who processed the payment.
- **Info**: Additional information about the payment.
- **Date & Time**: When the original payment was made.
- **Status**: Displays the status of the payment.
---
**Quick Tender Options**
Use these buttons for fast entry of common tender types and denominations:
- **$5 Cash, $10 Cash, $20 Cash, $50 Cash, $100 Cash**: Quick entry for cash refunds.
- **EFTPOS**: For processing refunds via EFTPOS.
- **Gift Card**: For refunding to a gift card.
- **Cheque**: For refunding by cheque.
---
**Action Buttons**
- **Save/Close**: Finalises and saves the transaction.
- **Close**: Closes the window without saving.
---
## 4. The Command buttons
From the command button, you can choose to create a **New** credit or refund and **Close** the maintenance screen.
---
# Additional Information
> ✅ Refer to the [Credit Note Dashboard](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28408922) User Manual for additional information.
> ✅
> ✅ Refer to the [Process a Credit Note](https://sterlandsupport.atlassian.net/wiki/spaces/fwksproau/pages/30521982) Operators Guide for more information.
Related System Settings
| **Feature Code** | **Setting Purpose** |
| --- | --- |
| **Crn** | Allow users create one credit note for products from multiple invoices, see and choose original invoice numbers, and link credit notes to the right original or consolidated invoice. |
| **Inc** | Enable Interim Invoice Consolidation. |
| **System Setting - Flag** | **Flag Purpose** |
| --- | --- |
| **DelAreaFor** | Enforce the entry of delivery data for deliveries |
| **FWCRPwdReq** | Customer password required to refund on account? |
| **IntInvFlg** | Activate the Interim Invoice logic |
| **OrdBrCr** | Allow branch to credit invoices from other branch |
| **OrdCred** | Restrictions on credit notes and refunds |
| **OrdCredInv** | Invoice No required to raise credit notes |
| **OrdCredMlt** | Enable Multi-Invoice Tracking for Credit Note |
| **OrdCredRef** | Invoice No required for cash sale refunds |
| **OrdDefAddr** | Default customer address for delivery in Orders/Quotes |
| **SopSpecCrd** | Prevents credit of Special Products without Supplier Credit Return |
| **System Setting - Amounts** | **Setting Purpose** |
| --- | --- |
| **POSCrdSur%** | POS Credit Notes and Refund Surcharge % |
| **System Setting - General** | **Setting Purpose** |
| --- | --- |
| **POSDefDesp** | Default despatch method (POS) |
| **SOPSurProd** | Credit Note Surcharge Product Code |
> ✅ Refer to [Miscellaneous Table Maintenance ](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28401684)the [Credit Notes Related System Settings](https://sterlandsupport.atlassian.net/wiki/spaces/FRAM/pages/28408984) Administrator Guide for more information on the System Settings.