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How to Credit a Customer

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Credits in Eniteo are required in several scenarios, including customer returns, pricing corrections, and partial refunds. Regardless of the scenario, every credit requires both a debit and a credit entry so that your books balance.

Use this article to:

  • Understand the different credit scenarios and which process applies to each
  • Complete a general credit for a return, pricing correction, or overpayment
  • Process a same-day credit for a credit card purchase
  • Issue a partial payment or partial credit with Enmark Pay
  • Apply a credit to a different invoice when the original has already been paid and cleared
  • Handle a Will Call scenario where a customer wants to pay only the difference after a credit is applied

Credit scenarios

The following scenarios describe the most common situations that require a credit:

  • General credit — The customer returned a product, paid the wrong amount, or the invoice contained a pricing error.
  • Same-day credit — The customer paid by credit card via Enmark Pay and returns the items within the same day, requesting a refund to their card.
  • Partial payment or partial credit — The customer returns part of an order, or has an existing credit on the books that they want applied to a current order. This can occur on the same day or a different day.
  • Credit to another invoice — The original invoice has already been paid and cleared. The credit must be applied to a different outstanding invoice.
  • Will Call desk credit — The customer has a credit on the books but Enmark Pay requires full payment at the Will Call desk. The credit must be applied in Eniteo before the customer pays the remaining difference.

General process

Completing any type of credit follows the same multi-step process, whether the payment was made by ACH or by credit card. Credit card payments require one additional step in CardPointe.

  1. If the payment was made by credit card, log into CardPointe and void or refund the transaction.
  2. In Eniteo, go to Accounts Receivable > Reverse Cash Receipts to cancel the transaction.
  3. If the customer has already paid for the order, go to Billing > Credit Memos and create a credit memo.
  4. If applicable, go to Accounts Receivable > Cash Receipts and apply the credit memo to an outstanding invoice.

Step 1: CardPointe (credit card payments only)

If the customer paid by credit card — whether for a Will Call order, a prepayment order, or an invoiced order — you must log into CardPointe and either void or refund the transaction before making any changes in Eniteo.

  • Void — Use this option if the transaction has not yet been processed and batched. This applies when you are issuing the credit on the same day the customer paid.
  • Refund — Use this option if the transaction has already been processed and batched. This applies when you are issuing the credit on a different day from the day the customer paid.
  1. Log into CardPointe and locate the transaction.

  2. Drill into the transaction by selecting the Transaction Number.

  3. Once inside the transaction, CardPointe displays either a Void or a Refund button at the top of the screen. CardPointe determines which option is appropriate based on the transaction status.
  4. Select the appropriate button and complete the process.
  5. Log out of CardPointe.

Step 2: Reverse cash receipts in Eniteo

After completing any required steps in CardPointe, you must cancel the transaction in Eniteo. Use this step when the payment was made on the same day and no invoice has been sent to the customer.

  1. Go to Accounts Receivable > Reverse Cash Receipts.
  2. Enter the customer name and scroll to locate the transaction.
  3. Check the boxes on the left for the transaction you want to reverse.
  4. Select Update. The transaction is now cancelled.

Step 3: Create a credit memo in Eniteo

If the credit is being issued on a different day from when the order was paid, or if an invoice has already been sent to the customer, you must create a credit memo and apply it to the invoice.

  1. Go to Billing > Credit Memos.
  2. Select the customer and enter the invoice number the credit is associated with.
  3. Select the lines on the left that you are crediting back to the customer.
  4. A freight charge line can pull in automatically. Check this line if you are refunding freight, or leave it unchecked if you are not.
  5. Select Create Credit Memo. A credit memo (CM) number is generated automatically.

Step 4: Apply the credit memo to the invoice

After creating the credit memo, apply it to the corresponding invoice so that the two entries cancel each other out.

  1. Go to Accounts Receivable > Cash Receipts.
  2. Enter the customer name.
  3. Connect the invoice to the credit memo.
  4. Select Update. This zeros out the invoice.

Partial payment or partial credit with Enmark Pay

Use this process when a customer wants to return part of an order, or when an existing credit on the books should be applied to the current order.

Same-day partial credit

If the return occurs on the same day the order was created and paid by credit card, the entire order must be voided in CardPointe.

  1. Void the transaction in CardPointe following the steps in Step 1 above.
  2. If the order has not shipped, go to Accounts Receivable > Reverse Cash Receipts to cancel the payment.

  3. Go to Command Center and cancel the entire order.

  4. Create a new order for the customer.

Different-day partial credit

If the customer is requesting a partial credit on a different day from the purchase, you can issue a partial refund in CardPointe and then create a partial credit memo in Eniteo.

  1. In CardPointe, locate the transaction and select Refund.
  2. Enter the refund amount and the reason for the refund, then complete the process.
  3. Close CardPointe and return to Eniteo.
  4. Go to Billing > Credit Memos and create a credit memo for the partial refund amount. Link the credit memo to the original invoice. This offsets the refund from the original order amount.
  5. To send the revised invoice to the customer, go to Accounts Receivable > Cash Receipts and select Resend.
  6. The customer receives a link to pay the revised invoice by credit card or by ACH.

Note: If the original invoice was paid by ACH and has not yet been paid, follow the same process as above. You do not need to complete any steps in CardPointe for ACH payments.

Credit to another invoice

Use this process when the original invoice has already been paid and cleared, and the credit must be applied to a different outstanding invoice. This also applies when a customer making a return wants to use an existing credit toward a new order and pay only the remaining difference.

The process is the same as the general credit process described above. Issue a refund in CardPointe for the corresponding transaction, then apply the credit memo to a different outstanding invoice in Eniteo. Send the revised invoice to the customer so they can pay by credit card or by ACH.

If the customer wants to pay in person by credit card and your organization is not using surcharging, the customer can pay an invoice using the terminal option on the Cash Receipts screen by selecting Pay on Terminal.

Will Call desk: customer wants to pay the difference after a credit is applied

Eniteo and Enmark Pay require full payment of an order at the Will Call desk terminal. Use the following process when a customer has an existing credit and wants to pay only the difference between the credit and the new purchase amount.

  1. Create the order in Command Center.
  2. Ship the order.
  3. Invoice the order.
  4. Create a credit memo for the amount the customer is owed. If a credit already exists on the books, do not create a new one — use the existing credit.
  5. Go to Accounts Receivable > Cash Receipts and apply the credit to the newly created invoice.
  6. The customer can now pay the remaining difference by credit card using the terminal option on the Cash Receipts page.