CSM Channel Orders - Processing Returns and Refunds

Before You Start

Refund processing is switched on and configured per sales channel (Enable Refund Processing, Return Location / Returnless Location, Refund Discrepancy Behavior, Credit Memo No. Series, Send Refund Cr. Memo / Send Refund Cr. Memo When, and the BigCommerce refund payment selection methods) – see CSM Sales Channels - Order Management.

This article covers how refunds appear and are processed on the CSM Order and the Business Central return order.

Restock Handling by Platform

CSM reads the platform's restock instruction into Return Inventory Action on the refund document line and picks the location accordingly:

• Shopify and WooCommerce:
  • The restock flag from the platform decides between Return Location and Returnless Location.
• BigCommerce:
  • Automatic restocking on refund is not supported by BigCommerce; CSM always uses Returnless Location.
    • Payment Behavior must be Channel, and the payment method in Payment Method Code must not have a balancing account in Business Central; CSM payment methods assigned to orders or refunds must have one.
    • External refunds issued in BigCommerce directly against the payment provider are still retrieved and turned into a credit memo, but no refund entry is created in the customer ledger – the credit memo stays open for manual application.
• Magento:
  • The API does not expose restock information; CSM always treats refunds as restocked and uses Return Location.

Retrieving Refunds from the Platform

This applies to Shopify, BigCommerce, WooCommerce and Magento:

With Enable Refund Processing on, the channel's refund-retrieval automation (Shopify GET_ORDER_REFUNDS, BigCommerce GETREFUNDS, WooCommerce GETORDERREFUNDS, Magento GETCREDITMEMO) retrieves refunds entered on the platform and adds Refund and SalesReturn lines to the CSM order's CSM Order Documents FastTab.

The credit memo automation (CREATESALESCREDITMEMO; Magento BUILD_SALES_CREDIT_MEMO) then builds a Business Central sales credit memo from those lines and, if configured, posts it. The refund and credit memo entries are created in the customer ledger and applied to each other.

If the automation is not set to create documents automatically, select the SalesReturn line on CSM Order Documents and choose Create Sales Cr. Memo.

Useful fields on the document lines: Reference Document No. (the SalesReturn the Refund belongs to), Parent Document No. and Unposted Document No. (links the CreditMemo to its SalesReturn). To inspect a document, choose Manage > Document Lines on the FastTab, or use the FactBox links.

This applies to Shopify POS:

Returns processed at the register (scan receipt, add items, choose refund method, Done) arrive through the same automation and create the CreditMemo, SalesReturn and one Refund line per payment method used.

Creating a Return Order in Business Central

This applies to Shopify, BigCommerce and WooCommerce:

• Prerequisites: the CSM order is fully or partially shipped, and no shipment or credit memo document on it has External Requires Update enabled. Set up Business Central Return Reason Codes (with return locations) to categorize returns.

• • Open the CSM order and choose Create Sales Return Order. The standard Copy Sales Document page opens pre-filled; choose OK.
    • CSM creates the return order and sets the CSM order's sales return status to Open. Open it from the Outstanding Return Order Amount link in the Sales Channel Order Statistics FactBox.
    • On the return order's Channel Sales Manager FastTab, enter a CSM Return/Refund Reason.
    • Adjust the return lines and set a Return Reason Code on each. Note: For a partial return, reduce Quantity – not Quantity to Receive – or the refund amount will be wrong.
    • Choose Release. CSM validates the return against the CSM order (not already returned, quantities correct). On success the CSM order's refund status becomes Pending and its sales return status Released; a SalesReturn line is added to CSM Order Documents. On failure, the error is shown in Last External Update Result on that line.

This applies to Shopify and BigCommerce:

• Suggest CSM Refund on the return order asks the platform to calculate the refund amount and records it on the SalesReturn document line.

Selecting Refund Payment Methods

This applies to BigCommerce:

• The Guest Customer field on the CSM order's Channel Data FastTab decides whether the channel's customer or guest selection method applies. With Manual Selection you must choose the payment methods before posting; with any other method CSM selects them automatically at posting (you can still override).

• • On the return order choose Actions > Functions > Select Refund Payment Methods.
  • In the Refund Payment Method Selection Worksheet, tick Selected for the methods to use. The last line is always a custom (offline) option for the full amount. Selected lines must total the order balance.
    • Gift certificates: customer orders can refund to store credit or custom/offline; guest orders can only use custom/offline.
  • Choose Close. Total Selected Payment on the SalesReturn document line shows red when it does not match the return total and green when it does.

Posting

Choose Post on the return order. Standard Business Central posting occurs (posted return receipt and credit memo created, inventory adjusted to the return location, credit memo entry in the customer ledger; the CSM Return/Refund Reason is copied to the posted documents).

On the CSM order: CreditMemo and ReturnReceipt document lines are added, refund status becomes Complete, sales return status becomes Posted, and the statistics FactBox is updated.

Sending the Credit Memo and Receiving the Refund

CSM sends the credit memo to the platform per Send Refund Cr. Memo When. The platform then issues the refund (not always instantly).

On the next order automation run CSM retrieves it: a refund entry is created in the customer ledger and applied to the credit memo, the CSM order's channel status becomes Refunded, a Refund document line is added, and Refund Reference is populated from the platform.

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