Refund customer for products ordered through another rep

[JennyM]

Hi Everyone,

One of my new customers returned some product that she'd ordered under another rep. - how do I correctly enter the returned products for that customer and credit her account ?

Also, I have entered payments for a few customers, but these payments don't show on the customer payments report - how do I get this to show ?  Perhaps I am doing something wrong when entering the payments ?

[Kerryn]

HI Jenny and welcome to AvonCRM,

This is a little tricky because it is not usual to return something that another representative ordered.   I think you would need to put this through your DSM first, and work out the correct process.  Then let us know and we can work out the best way for you to do this.

All payments entered should show up in the payments report.  Maybe check everything has been added correctly.  Payments have been entered for the correct campaign.  The report has been refreshed after a payment has been made.  If this is still not working, just walk me through the process that you are using so that I can work out where we are going wrong.  The more information you can give me, the better idea I can get of what is happening.

Cheers,

Kerryn   

[JennyM]

Hi Kerryn,

Thanks very much for the welcome.

Yes, I will contact DSM.

About the payments.  I am going into the order and clicking the green dollar icon on payments and then saving the order.  Then I am going to the top tool bar and clicking on payments, selecting the customer and then clicking the icon to stamp the order and delivered and complete is this right ?  I am putting in payments and the order says that it is complete, but when I do the report, the payments do not show.

[Kerryn]

HI Jenny,

A more efficient way to mark your orders off may be to go into the 'Campaign Quickview' (Window, then Campaign Quickview).  You select the campaign and tick the checkbox only show customers with an order.  Then it is easy, especially when marking off several or more orders at one time, to hit payment, then delivered/complete.  alternatively, you can go into Campaign List, highlight the campaign and then mark off several or more orders in the same way.  You will work out a way that suits you best. 

Your payments report should reflect the payments made.  Let me know how this goes.

Cheers,

Kerryn   

[JennyM]

Hi,

Perhaps I've misunderstood what the customer payments report was for.

I had thought it was for totalling the amount of payments received, but I think it is actually to say who needs to pay.  I looked at the report and found a customer on it, then entered the customers payment and then generated the report again and the customer was not listed on it for that campaign.

Is that what the customer payments report is supposed to do ? 

If so, could you tell me how I can quickly find out how much money I should have collected in total.  I've just done most of my deliveries but two and was just counting all the money to make sure I had the correct amount.  I wanted to find out quickly how much money I should have. 

[Kerryn]

HI Jenny,

Yes, the payments report is for who is left to pay and how much individually.

For your purpose, you could try:

1.  Goto Campaign List, select campaign, the click Campaign Financials.  This provides you with the total value, non income, income (the total from your customers) etc.

or

2.  Goto Reports, Campaign Income (down the very bottom), enter the campaign no.  This report gives you all the figures as well.

Let me know if this is what you are after.

Cheers,

Kerryn   

[JennyM]

o.k. that's great.

About the other problem of crediting a customer for products that was bought on another account - have spoken with DSM and she is organising the credit onto my account - can you tell me how I should go about entering this in AvonCRM ?

[Kerryn]

HI Jenny,

You could simply do this manually through the Avon website i.e.  just add the return information that your DSM gives you through the Avon website.  Then give the customer a cash refund.

Alternatively, you would have to create an order previous to your current campaign and enter that product in.  You use the Phone/Mail Order to 'upload' this order, then reconcile.  You will then be able to go back in and do a normal return on this product.

It really depends on which way you want to do it....Let me know if you need any further help with this return.

Cheers,

Kerryn   

[JennyM]

Thanks very much it worked like a charm.

I appreciate your help, Kerryn.

[Kerryn]

Glad you have it all sorted.....

Have a great week/weekend

Cheers,

Kerryn