Approval of credit notes - Policy

Approve creditnotes - Stores

Here you find the daily routine of approval of credit notes. Please read this manual carefully, and
secure, that all your employees are following this manual.

When a customer returns an item, the employee makes the credit note for the specific item in
D365

Received returned items in the Store must be placed in a defined area - a kind of “Return Zone" in
the stockroom.

The items must always match the generated credit note! Print out an extra credit note which
follows the item (“item copy").

Return of money
REMEMBER:

• NO return of money without a credit note!

The 2nd very urgent matter is: ALWAYS pay back the money at the SAME way as the item was
bought/paid!

• If the item was paid by card, you return the money by card! *)
• If the item was paid by cash, you return the money by cash!
• If the customer doesn't have a receipt (Unknown order), you return the money on a Gift
card!

*) Only if the customer has received the item as a gift, you don't return the money by card! If the
customer has a receipt or the item has an exchange label you can pay out cash. Otherwise you
make a Gift card.

If you pay out cash you need to print two copies of the credit note:

1. One copy is for the customer to sign on. The signed copy must be attached in the "Monthly
Report" you sendt to HQ
2. One copy will follow the item, until the credit note has been approved (“item copy").
3. If the customer wants a receipt, you need to print a third copy.
After the physical control of the item against the credit note, the ASM/SM moves the items back
to the proper sales point in the Store, and throw away the “item-copy".

Approval of credit notes - Store management

1. The credit note is made by the Sales staff-> The approval is made by the ASM/SM
2. The credit note is made by the ASM -> The approval is made by the SM
3. The credit note is made by the SM -> The approval is made by the Sales Manager/Retail
4. Second approver of all Store credit notes is made by Sales Manager.
5. At International ALL credit notes are controlled by random checks every week

How to approve: Read this.

Weekly task - Store

It is very important to have great focus of this area. Therefore, the credit notes have to be
approved at least TWICE a week - preferably more often.

ALL credit notes have to be approved every week – on MONDAY AT 10:00h at the latest!

Remember to check up on everything that looks suspicious – we need to catch everything that
looks odd in order to prevent any fraud with the credit notes.

The Store has to instruct ALL employees about the procedures and make local arrangements to
keep the items in a kind of “Return Zone”, while they are waiting to be approved.

It is of course OK to sell these items again while they are in the ”Return Zone”. The employee just
has to inform the ASM/SM that he/she sold this specific item from the ”Return Zone”.