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Contents

    Sending payments to customers

    Your task/initial situation

    Your customer has sent you a payment and you want to return the whole payment or part of the payment to the customer. The reasons may be that your customer has returned goods, you have to cancel the sales order, or your customer has transferred too much money.

    Requirements/Restrictions

    • You have activated a licence for the payment module in the JTL-Customer Centre and booked an edition/package configuration in which the payment module is included. For more information on this topic, click here: JTL editions at a glance. You can find out how to activate the licence for the payment module here: Activating the licence for the payment module.
    • Your customer has already paid for the sales order, for example via PayPal or bank transfer. The payment has been imported into JTL-Wawi via the payment reconciliation and assigned to the sales order or invoice. See, for example, Reconciling bank accounts with JTL-Wawi.
    Please note: The payment made by your customer must have been imported into JTL-Wawi via a connected payment provider such as PayPal or your bank. You cannot return payments imported into JTL-Wawi via a CSV or XML file.

    Detailed description of initial situations

    In JTL-Wawi, you can send payments back to your customers fully or partially. Depending on the processing status of the sales order, there are different ways to do this; all of which will be explained in these instructions.

    • Invoice already exists: If you have already created an invoice for the sales order, you must first create an invoice correction. After that, generate and send the outgoing payment. Please see Sending payments for existing invoices
    • Invoice not yet created: If you have not yet created an invoice for the sales order, you can cancel the sales order and create an outgoing payment at the same time. See Sending payments when cancelling sales orders
    • Return remaining amount: If your customer has sent you too much money, you can return the overpaid amount. See Returning the remaining amount
    • Return payment of a cancelled order: If you have already cancelled a sales order and have not generated an outgoing payment yet, you can generate and send the outgoing payment afterwards. See Returning the payment of a cancelled order

    Sending a payment for an existing invoice

    If there is already an invoice for the sales order, you must first create an invoice correction before you can create an outgoing payment and then send the outgoing payment.

    Creating invoice corrections

    To create an invoice correction, do the following:

    1. Click on the Sales icon to go to the Sales area.
    2. Open the Invoices > Paid folder.
    3. Select the desired invoice from the table.
    4. Click on the Invoice correction… button.
    1. In the new Invoice correction dialogue box in the Line items area, check the ordered items on the invoice.
    Please note: If you want to return the payment for all ordered items, leave all items in the Line items area. If you want to return the payment for only some of the ordered items, remove the items that you do not want to be refunded. To do this, select the items that are not to be refunded and click the Deletebutton.
    1. Click on the Save and formalise button.
    1. Note the contents of the Invoice correctionwarning message. Click on the OK button.
    2. Note the content of the warning message Formalising an invoice correction. Click on the OK button.

    You have successfully created an invoice correction. In the next step, generate the outgoing payment.

    Generating an outgoing payment

    You have successfully created an invoice correction. To generate the outgoing payment for the invoice correction, do the following:

    1. Open the Invoice corrections folder.
    2. Select the invoice correction from the table.
    3. Click on the button Generate outgoing payment (arrow key) and select the option Payment reconciliation.
    Please note: If you use JTL-Vouchers, you can send your customer a voucher instead of a refund. In this case, select the Voucher option. See Refunding returns as vouchers in JTL-Wawi

    You have successfully generated the outgoing payment for an invoice correction. In the next step, send the outgoing payment to the customer.

    Sending the final outgoing payment

    You have successfully generated the outgoing payment. In the next step, send the outgoing payment to the customer.

    1. In the Payments area, open the Refunds > Not sent folder.
    2. Select the payment in the table and click on the Send button.
    1. In the new login window, you will be prompted to enter your login details for the respective payment provider that you will use to send the outgoing payment to the customer. Enter your login details and click the OK button.
    2. You will see a notification message that shows you the transmission progress. Once your outgoing payment has been successfully sent, you will see the outgoing payment in the Refunds > Sent folder.

    You have successfully sent an outgoing payment to your customer.

    Sending payments when cancelling sales orders

    You can cancel a sales order and refund the payment if you have not yet created an invoice for the sales order. The first step is to cancel the sales order and generate the outgoing payment. After that, you must send the final payment to the customer.

    Please note: If you have already cancelled the sales order without generating an outgoing payment, you can return the payment via the payment details. See Returning the payment of a cancelled order

    Cancelling sales orders and generating outgoing payments

    To cancel a sales order and generate an outgoing payment, do the following:

    1. Click on the Sales icon to go to the Sales area.
    2. Open the Sales orders folder.
    3. Select the desired sales order from the table.
    Please note: In order to generate an outgoing payment, the sales order must have been paid and assigned to an incoming payment via the payment module.
    1. Click on the Cancellation button (arrow key) and select the option Cancel with outgoing payment.
    1. In the new dialogue box Cancellation reason, select the Reason for cancellation from the drop-down menu and click the Apply button.

    You have successfully cancelled a sales order and generated the outgoing payment. Next, you need to send the final outgoing payment to the customer. To do this, follow the instructions in the chapter Sending the final outgoing payment.

    Returning payments via the payment details

    In the Payment details dialogue box in the Payments area, you can also send payments back to your customers. You can return the unassigned remaining amount of a payment or return the payment of a cancelled sales order if you have not yet generated the outgoing payment during the cancellation.

    Returning the remaining amount

    To return the overpaid amount of a partially assigned payment to the customer, proceed as follows. The payment must be partially assigned to a sales order and/or a different chargeback.

    1. Open the Payments area using the Payments button.
    2. Open the Account activities folder.
    3. Double-click on the incoming payment for which you want to return the unassigned amount.
    4. In the new Payment details dialogue box, you will see the unassigned amount of the payment in the Amountsection. Click on the Carry out chargeback button (arrow key) and select the option Remaining amount.
    Please note: Alternatively, you can also initiate the refund of the remaining amount in the Payments section of the Account activities folder. To do this, select the payment and click on the Chargeback Remaining amount… button.

    You have successfully created the outgoing payment for a remaining amount. You must then send the final outgoing payment to the customer. To do this, follow the instructions in the chapter Sending the final outgoing payment.

    Returning a payment for a cancelled sales order

    To return the payment for a cancelled sales order, proceed as follows. The payment must have been assigned to a sales order that you have already cancelled without creating an outgoing payment.

    Please note: If you have not yet cancelled the sales order, you can cancel the sales order and generate an outgoing payment directly. See Sending payments when cancelling sales orders
    1. Open the Payments area using the Payments button.
    2. Open the Account activities folder.
    3. Double-click on the incoming payment of the cancelled sales order.
    4. In the new Payment details dialogue box, click on the Carry out chargeback button (arrow button) and select the option Cancelled order.

    You have successfully created the outgoing payment for a cancelled sales order. You must then send the final outgoing payment to the customer. To do this, follow the instructions in the chapter Sending the final outgoing payment.