Handle return payments in D365

This guideline will contain different ways of returning money after the order has been made.

Always return money they same way as the order is paid. If the order is paid with gift card, it should be
returned as a gift card etc.

The guideline will contain: Return to card, return with bank transfer and return to gift card

Return to card 
If the order was paid with card/online and you must return money, the card information is often saved in
the system and you can return the money to the same card

Step 1
When you have removed the items that should be removed click ‘Complete’




Step 2
Copy the balance and click 'Add'



Step 3
The customers card information is already filled in and you can paste the amount in the ‘Payment amount’ field. Click ‘OK'




Step 4
You can see the added line under payments. Click ‘Submit’

Remember to send the customer a new order confirmation



Return with a bank transfer
When the customers card information isn’t saved in the system you need to ask for the reg. and account
number to make a bank transfer to the customer.

When you have this, you can proceed.


Step 1
Go to 'Complete'




Step 2
Copy the balance amount and click ‘Add’



Step 3
Click down the ‘Payment method’ and choose number 11 ‘Bank transfer’



Step 4
Fill in the date and ‘Payment amount’

The ‘+Return to bank’ button is now visible. Click on it.




Step 5
Fill in the customers name, reg. and account number. Click 'OK'



Step 6
Click ‘Submit’ and send the customer a new order confirmation



Return by creating a gift card

Step 1
After the changes in the order has been made, click 'Complete'




Step 2
Copy the balance amount and click 'Add'




Step 3
Click down the ‘Payment method’ and choose number 8 ‘Gift card’




Step 4
Fill in the ‘Payment amount’ and click on the +



Step 5
Choose ‘1 year’ under ‘Period'. Nothing else should be filled in.

Copy the gift card number or write it down so you have it ready to send to the customer.

Click 'OK'



Step 6
Click 'OK'


Step 7
Click 'Submit'

Send a new order confirmation to the customer.

Send the gift card number and the amount of the gift card to the customer as well.




Return payment policy
When we return money to our customers because they return items or make changes to their order, the general policy is that we return the payment the same way it was paid.

• Payment by bank transfer – Return payment by bank transfer
• Payment by cash – Return payment by cash
• Payment by credit card – Return payment by credit card

The policy applies to all our payment methods.
If we have a situation where it is not possible to follow the policy, make sure to add a note about it on the sales order. This could be a case where the order was paid by cash, but you do not have enough in your petty cash to pay back the same way.