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When a Customer wants to return the items that have been purchased, you need to create a Sales Order Return.
To open this window select it from the Navigation pane by pressing the button  , then open the Documents Folder  and go to Sales Documents and select the appropriate icon  from Company menu.
To create a Sales Order Return make right click on the list of the Sales orders and select Add.
Select a Source Document window will appear. From the drop-down list of the Customers select the one you want to receive the items back from. From the list of all the sales orders that were made for a specified Customer select the SO the Customer wants to give back.
Bill To - The name of the Customer who is giving the items back.
Customer Address - The Customer's receiving address as a Shipping Record.
Ship To - The shipping record for the billing record.
Ship To Address - The address where the items are shipped.
Return SO number - The sales order number according to sales return.
Date - The date of the return.
Terms - The Customer's payment terms are set on the Customer's record.
Ship Via - The method of delivery is set on the Customer's record, however you can change it for this sales order only if the need arises.
From the grid with the items select those items that the Customer wants to return you, specify the Qty and add the return reason.
Gross Total - Shows the amount of the return plus Total tax amount.
Save and finalize the current document using Toolbar.
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