Goods Return Process

Purpose

To define a standardized process for handling, documenting, and processing returned goods to ensure accuracy, accountability, and timely resolution.

Initiation

1. A return is typically initiated by a Customer, whether they call in to request collection or they bring or send the goods back to the company.
2. In some cases, a Salesperson initiates the return as a courtesy to the Customer. While the salesperson must follow the returns process, any communication with the Customer shall still happen as set out in this process, and the salesperson would be copied in.
3. A return initiated by the customer or salesperson requiring collection should be directed to the Returns Clerk. The Returns Clerk will assess the products per the criteria in Point 5 below, before a collection is scheduled. Therefore, under this policy, drivers would not collect goods unless scheduled to.

Verification & Placement

4. All returns must be accompanied by the purchase invoice, original or copy — no exceptions.
5. The following must be verified before goods are processed for return:
   1. Invoice date — must be within 30 days of return date.
   2. Item expiry date — must not have passed.
   3. Condition — original packaging and in resaleable condition, safety seals unbroken, etc.
   4. Quantity — must be in full units (case, box, pack, etc.) per the purchase invoice.
   5. Cold storage items — not eligible for return.
6. All returned goods will be placed on the designated Returns Pallet by the dispatch office. The Returns Clerk is ultimately responsible for all returns and goods on the returned goods pallet.
7. If there are damaged items, they must be classified by the Returns Clerk using the Damage Scale (see below).

Documentation / Credit Note

8. A driver collecting goods for return, or bringing back goods declined by a customer, will complete a Goods Return Note (GRN) and leave the original with the customer. This would replace the notations that customers write on the Company copy of the invoice.
9. Once the goods reach the company and are verified accurate, the Returns Clerk must countersign the duplicate GRN. Any discrepancies must be addressed by whoever initiated the return before the process moves forward.
10. The duplicate of the GRN and the purchase invoice are together sent to Accounts.
11. Where a manager or salesperson arranges a value credit, i.e. goods are not coming back, all relevant details including any senior approval will be written onto a GRN and given to Accounts, who will create the credit and attach the GRN to the PSCI copy as authorization.
12. Accounts will create the credit note whether goods return, goods write-off or value credit, and:
    1. Enter the GRN number in the designated field.
    2. Print a Company copy of the credit and attach the GRN.
    3. Email the credit document to the Returns Clerk, the salesperson and Inventory (Sam), and release the credit in Acumatica.
13. Customer docs: If the purchase invoice that was returned with the goods is the original, it must be returned to the customer (mailed or in an envelope via delivery driver) along with a printed copy of the credit. If the invoice was not the original, then email the credit note to the customer.
14. Once the credit is circulated, as quickly as possible (2 days max) goods will be disposed of or put back into stock, under the direction of the Returns Clerk only, so that stock available on the shelf matches what Acumatica calls for, and the returns pallet remains as clear and current as possible.

Returns at Retail Counter

15. If goods are brought for return by a customer at the retail counter:
    1. Customer Service will follow the same checks in Points 4 and 5, and assess any damages per the Damage Scale. Any queries refer to the Returns Clerk.
    2. CS will write a GRN and sign it themselves; if a salesperson, sales manager or the Returns Clerk had any input into the matter this would be noted on the GRN.
    3. CS will typically write the credit for the customer, attaching the duplicate GRN to the PSCI invoice copy. (Occasionally credits may be referred to Accounts.)
    4. CS will place the goods on the returns pallet and the original GRN on the Returns Clerk’s desk.
    5. If an emailed invoice is needed for the customer, CS will also copy the Returns Clerk, sales support or salesperson, and Sam.
    6. The Returns Clerk will complete the goods verification and putback or disposal activities as necessary.

Damage Scale

This classification applies to all goods returned with visible or reported damage, regardless of origin or reason for return.