This is a guide to the various types of returns and refunds in Appliance.io

In Appliance.io orders cannot be edited like in other software platforms. Items(appliances) cannot be added to orders if they were not originally included in the quote. Only Installs, warranties, and haul-away can be added after the original sale. This is done to limit the number of adjustments that need to be made on the bookkeeping side.

This makes returns common and is a process that all managers need to be able to complete.

This guide will cover several types of returns and these are listed below.

This guide will cover two types of refunds and these are listed below.

A refund will never involve inventory. A return will in some cases involve inventory.

A return cannot be completed if the Quote was never converted to an order. Only a refund will be available for the deposits that have been made.

Open the order in need of a full return.

Open the Select Action menu in the top right of the page.

At the bottom of the menu will be the Start Return button.

Click it to open the returns menu.

On this page the items on the order will begin Unselected.

To return the model select the check box next to the model name.

Edit the QTY to the amount purchased.

The total return box will automatically update to show the full dollar amount used on that model.

Now you must select the Installs and warranties.

Click select install. A menu will open. Select all the installs.

Hit save.

The installs have been added to the return. Now the same procedure for warranties.

Click select Warranties. A menu will open.

Select all the warranties shown.

Hit save.

The warranties have now been added to the return.

If the wrong install or warranty was selected they can be removed from the return using the small trashcan icon.

Before continuing, verify the amount in the bottom right of the popup menu.

This amount should match the total paid by the customer for a full return. If the totals do not match then there is an item missing from the return. Verify that all models and addon items have been selected properly.

Then select Refund Payment.

The page will change to the next step.

A Reason for Return must be entered for the return.

The total should still match exactly on this page.

Once a reason has been entered then the Process Refund button will become available.

Now we must select where the money will be sent. This next step can vary greatly depending on how the customer made the original payment. Most full returns will be sent back by the original payment method.

For this example, we will complete the return to account credit.

Select Account credit from the options shown on the left-hand side.

Then enter notes, The same reason for the return can be copied here as well. Notes are required.

Then Select Apply Refund Payment.

The line items on the order will update to show the returns. The whole line item will be shaded in red.

The model, install, and warranty returns are clearly visible with the return bubbles on the line item.

The line time can be extended to show more details about the return. This will become more relevant when there are partial returns. The line item will be collapsed by default.

The subtotal section will also update to show the return.

The process for a Full Return has been completed.

This information is also covered in detail for full returns.

Start by opening the order in need of an Install or Warranty Return.

Open the Select Action menu in the top right of the page.

At the bottom of the menu will be the Start Return button.

Click it to open the returns menu.

On this page the items on the order will begin Unselected.

To return the Install or Warranty select the check box next to the model name.

The Qty will be zero when first selected.

Do NOT change the QTY Box or the Total Return box. These controls are used only for model returns.

Click the “+ Select Install” or “+ Select Warranty” button.

Depending on the option chosen the popup will load the Installs or the Warranties.

Select the Installs or Warranties that need to be returned.

Hit save.

The Installs and Warranties have now been added to the return. If the wrong install or warranty was selected they can be removed from the return using the small trashcan icon.

The page should look like the example pictured below.

The model is selected but contains a “0” in the QTY Box and Total Return Box.

The installs and Warranties have been selected and the prices show next to each item.

The items are totaled in the bottom right of the page.

Select Refund Payment.

The page will load. The total should still be the same.

Enter a reason for the return.

Select Process Refund.

Now we must select where the money will be sent. This next step can vary greatly depending on how the customer made the original payment. Most full returns will be sent back by the original payment method.

For this example, we will complete the return to account credit.

Select Account credit from the options shown on the left-hand side.

Then enter notes, The same reason for the return can be copied here as well. Notes are required.

Then Select Apply Refund Payment.

The line items on the order will update to show the returns.

The install & Warranty return bubble is shown on the line item. This bubble will split if only an install or only a warranty has been returned.

The line item can be expanded to show the full details of the return. Note: the model return bubble is not present and the Order return details show a “(0)” next to the date signaling that the model has not been returned.

The subtotal section will also update to show the return.

The Install or Warranty return is now complete.

There are two variations of a partial return.

Partial $ amount off a single appliance.

Returning 1 of a multiple QTY order. (1 of 5 dishwashers)

Starting with partial $$$ amounts open the order in need of a partial return.

Open the Select Action menu in the top right of the page.

At the bottom of the menu will be the Start Return button.

Click it to open the returns menu.

On this page the items on the order will begin Unselected.

Select the model that needs a partial return

The Qty will be zero when first selected. The QTY will remain zero.

In the Total return box on the right side entire the $$$ amount being returned.

The subtotal section should list the same amount entered in the Total Return box in the prior step.

Select Refund Payment. The page will load.

Enter a reason for the return.

Once entered select the Process Refund button. The page will load.

Now we must select where the money will be sent. This next step can vary greatly depending on how the customer made the original payment. Most full returns will be sent back by the original payment method.

For this example, we will complete the return to account credit.

Select Account credit from the options shown on the left-hand side.

Then enter notes, The same reason for the return can be copied here as well. Notes are required.

Then Select Apply Refund Payment.

The line items on the order will update to show the returns.

Expanding the line item will show the full details of the return.

The subtotal section will also update to show the return.

The partial $ return has now been completed.

As in the previous section, navigate to the order that is in need of a partial return. Open the select action menu to select the Start Return button.

On this page the items on the order will begin Unselected.

Select the model that needs a partial return

The Qty will be zero when first selected.

Enter the QTY being returned in the Qty box. The Total Return box will autocalculate the price of one unit.

Installs and Warranties need to be verified before continuing. When selling multiple of one model the installs and warranties will be multiplied to match the total number of appliances. This means a partial qty return will often include some installs and warranties. The screenshot below includes this as an example.

The subtotal section should match the total of all the items being returned.

Select the Refund Payment button.

Enter a reason for the return.

Select the Process Refund button.

Now we must select where the money will be sent. This next step can vary greatly depending on how the customer made the original payment. Most full returns will be sent back by the original payment method.

For this example, we will complete the return to account credit.

Select Account credit from the options shown on the left-hand side.

Then enter notes, The same reason for the return can be copied here as well. Notes are required.

Then Select Apply Refund Payment.

The line items on the order will update to show the returns.

Expanding the line item will show the full details of the return.

The subtotals section will also update to show the return.

The partial return has been completed. This is the end of the partial return examples.

Credit Line returns depend heavily on if the Credit Line has been paid off yet.

If a partial payment has been applied to a credit line then a credit line refund will be needed and those will be covered later in this guide. If a credit line has been paid off it will be processed like a normal return. This section will demonstrate a non-paid credit line.

Start by navigating to the order that needs the return. This order should contain a credit line.

The Credit line not paid icon is clearly visible at the top of the order.

Open the Select Action menu in the top right of the page.

At the bottom of the menu will be the Start Return button.

Click it to open the returns menu.

On this page the items on the order will begin Unselected.

Select the model that needs to be returned

The Qty will be zero when first selected.

At this stage you can add any items to the return. Partial returns are also an option at this stage but this example will be a full return to credit line. Once all items have been added to the return select the Refund payment button.

Enter the reason for the return.

Once the reason has been entered select the Process Refund button.

The page will load. In other returns, you would now select a payment method to return to. For credit lines, the only option is to return the balance to the credit limit.

Credit Line will already have been selected from the options on the left-hand side.

Enter the notes for the return then select Appy Refund Payment.

The line items on the order will update to reflect the return.

The line item can be exp[anded to view the full details of the return.

The subtotal section will also update to show the return. The credit line not paid icons will have changed to paid icons since there is no balance due. The credit amount has been returned to the overall credit limit.

The credit line return is now complete.

Currently, Delivery Fees can only be returned once all other items on the order have been returned. This rule will be changing soon and the guide will follow shortly after. For now, reach out to Appliance.io support.

Credit lines are sometimes paid off in pieces and this is called a deposit. Due to how appliance.io applies funds to specific models returns cannot be allowed until all deposits have been refunded. This includes for credit line orders.

Start by opening the order that needs the return.

Scroll down to see the state of the credit line.

This example shows a 50% cash deposit towards the credit line. This means a refund will be necessary.

If you attempt to start a return at this point you not be able to. The system will display a warning message over the Start Return button.

Scroll back down to the subtotal section on the order.

Click the “+ Pay Credit Line” button to begin the refund. The payment popup will open.

Blockchyp & Credit card will already have been selected from the options shown on the left-hand side.

Click Refund from the options shown on the left.

The Date will be auto-filled with today's date.

The Amount box will be empty by default and must be filled with the entire deposit amount.

Then select the “Apply Deposit/Payment” button.

The popup will close.

The Subtotal section will update to show the refund on the Credit Line tile.

At this point, it is important to return the payment back to the customer physically. Sometimes this will be completed outside Appliance.io.

The Order will now allow a Credit Line Return. Please read the section covering Credit Line Returns to learn more about the next steps. (link here)

This is the end of the Credit Line Refund process and example.

Quotes are sometimes paid off in pieces and this is called a deposit.

Start by opening the Quote containing the deposit that needs the refund.

Scroll down to the subtotal section.

The deposit will show in this section. This example is a 50% cash deposit.

Select the “+Add” button to begin the refund process. The payment popup will open.

Blockchyp & Credit card will already have been selected from the options shown on the left-hand side.

Click Refund from the options shown on the left.

The Date will be auto-filled with today's date.

The Amount will be empty and must be filled with the entire deposit amount.

Notes can be entered as well.

Select the “Apply Deposit/Payment” button. The popup will close.

The Quote will update to show the Refund in the subtotal section.

This Quote has returned to its original state and the full balance is now due again. The quote can be deleted if needed now.

This is the end of the Deposit Refund process.