A customer has requested a replacement for a defective product. How do I handle this in Zoho ERP?

Let us assume the shipment has been delivered and the invoice has been paid by a customer. To handle an exchange for this order in Zoho ERP:

Step 1: Create a sales return

• Navigate to Sales on the left sidebar.
• Select Sales Orders from the top module bar.
• Open the partially or completely fulfilled sales order for which you want to create a sales return.
• Click Create and select Sales Return.
• Enter the sales return details and click Save.

Step 2: Create a credit note

• Navigate to Sales on the left sidebar.
• Select Sales Returns under Invoices from the top module bar.
• Open the sales return and click Create Credit Note.
• Fill in the required details.
• Click Save.

Step 3: Create a new sales order

• Navigate to Sales on the left sidebar.
• Select Sales Order from the top module bar.
• Click + New button.
• Add the exchange items to the list.
• Save the sales order.

Step 4: Create an invoice for the new order

• Go to Sales on the left sidebar.
• Click Sales Orders from the top module bar.
• Click the sales order you want to invoice.
• Click Create at the top and select Invoice. You’ll be redirected to the New Invoice page.
• Review the invoice details.
• Click Save.

Keep this invoice unpaid.

Step 5: Apply credits to the invoice

• Open the credit note.
• Click Apply to Invoice.
• Enter the credit amount to apply against the invoice.
• Click Save.

This will offset the invoice amount and completes the exchange process for that order.