Processing Returns in BulkSource

BulkSource supports several approaches to handling product returns. The right method depends on whether an invoice has been created and, if so, whether it has been paid. Refer to the table below to identify your scenario, then follow the steps for your method.

Scenario	Invoice Created?	Invoice Paid?	Method
1	No	N/A	Edit the ticket directly — adjust quantity and add restocking fee or Add negative quantity + restocking fee via Additional Items on the ticket
2	Yes	No	Add an Invoice Adjustment or Create another ticket with negative amounts (generates a Credit Memo)
3	Yes	Yes	Create a credit invoice via an incoming ticket with a negative price or Process a refund through the payment portal (outside BulkSource)

Scenario 1: No Invoice Created Yet

If no invoice has been created, you have two options. Both result in the same outcome on the final invoice; choose the one that best fits your workflow.

Option A: Edit the Ticket Directly

The simplest approach. Edit the original ticket to reflect the final quantity before invoicing.

1. Locate the ticket. Find the original ticket in the Scale House module by ticket number or customer name.
2. Adjust the quantity. Edit the primary quantity to reflect what the customer is keeping. For example, if the customer originally received 25 units and is returning 5, change the quantity to 20.
3. Add the restocking fee. In the Additional Items section on the right side of the ticket, add the restocking fee product at the applicable dollar amount.
4. Save and invoice as normal. The invoice will reflect the corrected quantity and include the restocking fee.

— or —

Option B: Add a Negative Quantity via Additional Items

Use this option if you want to preserve the original quantity on the ticket and show the return as a distinct line item.

1. Locate the ticket. Find the original ticket in the Scale House module.
2. Add a negative quantity line. In the Additional Items section, add the returned product with a negative quantity equal to the amount being returned (e.g., −5 units). Leave the original quantity unchanged.
3. Add the restocking fee. Add a second Additional Item line for the restocking fee product at the applicable dollar amount.
4. Save and invoice as normal. The invoice will display the original quantity, the return adjustment, and the restocking fee as separate line items, netting out to the correct total.

Note

The restocking fee must be set up as a product in your product list before it can be added as an Additional Item. If it is not yet configured, contact your administrator.

Scenario 2: Invoice Created, Not Yet Paid

Once a ticket has been invoiced, it can no longer be edited directly. Instead, use one of the two options below to adjust the outstanding balance.

Option A: Add an Invoice Adjustment

The easiest method if your back-office team allows edits to invoices after initial creation.

1. Open the invoice. Navigate to the invoice in the back office.
2. Add an Invoice Adjustment. Use the Invoice Adjustment feature to add a line item that reduces the invoice amount by the value of the returned product.
3. Add the restocking fee. Add a second adjustment line for the restocking fee at the applicable dollar amount. This offsets part of the return credit so the net adjustment reflects only the true credit owed to the customer.
4. Save the invoice. The updated invoice total will reflect the return and the restocking fee. The customer now owes the revised amount.

— or —

Option B: Create a Negative Ticket and Credit Memo

Creating a separate ticket with negative amounts generates a Credit Memo that can be applied against the original invoice.

1. Create a new ticket. In the Scale House module, create a new ticket for the same customer and product.
2. Enter negative amounts. Set the quantity or price to a negative value representing the return amount (e.g., −5 units at the original unit price).
3. Add the restocking fee. In the Additional Items section, add the restocking fee product as a positive dollar amount to partially offset the return credit.
4. Invoice the ticket. Invoice this new ticket. Because the total is negative, BulkSource will generate a Credit Memo — an invoice with a negative balance.
5. Apply the Credit Memo to the original invoice. The Credit Memo can now be applied to reduce the balance on the original invoice. The customer owes the difference.

Scenario 3: Invoice Created and Paid

When the invoice has already been paid, you have two options depending on whether the customer wants account credit or a cash refund.

Option A: Create a Credit Invoice

Use this option when the customer prefers to receive credit toward a future invoice rather than a cash refund. This applies a negative balance to their account for use at a later date.

1. Create an incoming ticket. In the Scale House module, create a new ticket. Set the direction to Incoming, select the returned product, and enter the quantity.
2. Set the price to a negative amount. Edit the unit price to a negative value (e.g., −$10/unit for 10 units returned = −$100 credit).
3. Add the restocking fee. In the Additional Items section, add the restocking fee product as a positive amount. For example, a −$100 credit with a $25 restocking fee results in a net credit of −$75.
4. Invoice the ticket. Proceed to invoicing as normal. BulkSource generates a credit invoice with a negative balance.
5. Credit is applied to a future invoice. The negative balance sits on the customer’s account and can be applied when paying a future invoice.

— or —

Option B: Refund Through the Payment Portal

Use this option when the customer wants the money returned to their original payment method (cash or card) rather than kept as account credit.

1. Access the payment portal. Log into the payment portal using your credentials. This is a separate system from the BulkSource platform.
2. Locate the original transaction. Find the payment tied to the invoice being refunded.
3. Process the refund. Issue the refund for the net amount after any applicable restocking fee. Funds will be returned to the customer’s original payment method.
4. Adjust inventory by creating an incoming ticket with $0 price.

Important

Cash and card refunds are processed in the payment portal, not within BulkSource. If the customer is open to receiving account credit instead, use Option A above.