Credit Note and Refund Request Procedure

Introduction

This article outlines the standardized procedure for requesting a credit note or refund.

Prerequisites

Before submitting a credit note or refund request, ensure the following:

• Obtain proof of purchase relevant to the transaction (e.g., invoice, delivery confirmation).
• Identify and document the exact reason for the refund or credit request (e.g., damaged goods, pricing errors, excess ordering).

Step-by-step Procedure 

1. SAP/CRM: Look up the customer account and shipment details.
2. Generate RMA: Create a Return Material Authorization (RMA) number and detailed return instructions for the excess product.
3. Inform Customer: Immediately reply to the clinic, providing the RMA. 
4. Create Task for EPC: Advise them the credit note process has started and will be issued ASAP once the return is logged.