Change Open orders and return money

Remove item/cancel order – return money

This guideline is only used to make changes in open orders.

Do not use it to return outlet items.

Go to the guideline: Return invoiced items (Instant, CNC & PNP) for returning outlet items.

Step 1
Go to the Sales Order that should be changed


Step 2
Under the “Sales order”-tab; click “Modify”



Your top row should now change to have the “Complete”-button visible




Step 3
Check on the line if the order is ‘Invoiced’, if yes, the item should be returned in Store context.

If the order is open, you can proceed.

Mark the items you want to remove and click 'Remove'.




Step 4
Choose the reason for removing the item under 'Subcode number', write a note and click 'OK'




You will now get a few info boxes making sure you want to delete the purchase order line and the sales
order line. You should click “Yes” on these boxes as long as they do not say this:

"This sales order line has been fully invoiced. Do you want to delete it?"



In these cases, the item has been invoiced and can only be returned through Bolia.com (for items returned to store) or with a return note (for items returned at HUB)


Step 5
Click 'Complete'




Step 6
Copy the amount in “Balance” and click “Add”




Step 7
If we have the card information for return payment this payment method will be chosen automatically.

For other return payment methods, see separate guideline, Handle return payments in D365

Paste the balance in the “Payment amount field” and click “OK”





Step 8
Check that the “Balance”-field says “0,00” and click “Submit & Confirm”.

There will now automatically be sent an order confirmation to the customer.


Step 9
If there are no items left in the sales order, click “Cancel” under the “Sales order”-tab

If there are any items left on the sales order skip to step 11. 




Step 10
Click “Yes” on the info box






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.

(If you do a return payment by bank – make sure to follow the correct steps from Handle return payments in D365 )