This guide covers how to process refunds in NetSuite if you are a legacy merchant. There are three refund scenarios: refunding a cash sale, refunding a paid invoice, and refunding a customer deposit.
Refunding a Cash Sale
Click the Refund button.
Edit the items you are refunding or returning.
Scroll down to the Billing tab.
Click OK to confirm.
A green confirmation box will appear at the top of the screen.
You can also verify the refund by clicking on the Billing tab.
Refunding an Invoice
Follow these steps to refund a paid invoice:
From the original invoice, go to the Related Records tab and open the Payment. Copy the P/N Ref number from the Payment Method tab, and note the payment method used.
Go back to the Apply tab. Right-click on the blue highlighted Invoice.
Click Credit.
Under the Items tab, change the quantity or dollar amount if you are not refunding the full order.
Click Save.
Click Refund. If the Refund button is not visible, go to Actions and select Refund.
You are now on the Customer Refund form.
Click on the Refund Method tab.
Paste the P/N Ref number in the P/N Ref box — this ties the refund back to the original order. Then choose the appropriate refund method. If the original payment method was e-inv, e-dep, or e-statement, select Credit Card Token (if a payment token is on file). If no payment token is available, select Visa.
Click Save.
Click OK to confirm.
A green confirmation box will appear at the top of the screen. To verify, click on the Refund Method tab — it should display 'Operation Was Successful'.
Refunding a Customer Deposit
Go to Transactions.
Select Customers.
Click Issue Customer Refund.
Enter the customer name in the Customer tab.
Click on the Apply tab, then click Deposits. Check the box next to the deposit you are refunding.
Click on the Refund Method tab. Enter the P/N Ref number or enter the card details manually.
Click Save.
Click OK to confirm.