OTC Refunds
Hi,
Not sure if anyone else has had this problem.
We have had an OTC purchase on the weekend. The purchaser has returned the product and we have given a cash refund. Normally we would create an invoice to credit the item and return it to stock then a refund payment. On the OTC account we can generate the credit but not the refund payment. I cannot select OTC under the payments workspace.
We discourage the staff from using the OTC account as much as possible so this has not happened to us before. I searched the forum and found a similar topic posted by Matt in 2008. The response was to create a client and patient file to generate the refund. In this case, the client has left the building so we would need to create a fictional client and animal but was wondering if there is a better way to manage this situation and balance the cashbox.
Thanks,
Stephen
Re: OTC Refunds
It is possible to do OTC refunds without using the above method.
Go to the CUSTOMER ACCOUNT SCREEN and then click SELECT and type OTC
this will show you the OTC Customers Account history
From here find the sale that needs to be reversed and reverse it.
Also find the associated payment and reverse it...NOTE you should then process the refund using the same payment method that it was originally made using.
Ie if they paid cash refund them cash...credit card refund on SAME credit card
So if you REVERSE a payment it generates a REFUND automatically...
Re: OTC Refunds
I have added an item to the online help How To section - see http://www.openvpms.org/documentation/csh/1.8/how-to/over-counter-refund and ditto for the 1.9 help
Regards, Tim G
Re: OTC Refunds
Hi Tim & Ben,
Thanks for your reply. I have done that reversal process in the past when the refund is of the same type as the initial payment. In this case the OTC was by a pet minder for a flea product paid by EFTPOS. When the pet owner returned from their holiday they already had flea treatment at home and did not require the product that the pet minder had purchased. The pet owner came in with the receipt and product for a refund. We do not have the pet minder's debit card so we cannot refund money directly on to the card. We are not the pet owner's regular vet and we do not have them on our system so they did not want a credit. Although we are not obliged to accept the returned product we did as a goodwill gesture. A cash refund was seen as the best way to refund the amount to the client but I could not find a way to do this through the OTC account. I ended up raising a credit on my account and refunding it to cash so that the bank deposit for the cash and EFTPOS for the month will balance. Was wondering if there was an alternate way to handle this infrequent occurrence (apart from not accepting the refund in the first place !!)
Thanks,
Stephen