The items are not shipped but the payment has been accepted. Is it essential to create a sales return if my customer cancels the entire order before shipping?

It is essential to raise a sales return when the items that were shipped have been returned. To only provide a refund for the cancelled order, you need to create a credit note for the customer. To handle this in Zoho Inventory:

Prerequisite: Create a sales order and an invoice with payment recorded. Do not create a package.

• Open the invoice.
• Click on More and select Create Credit Note.
• Configure the items. Note: The items retained in the credit note will be indicated as ‘Canceled Item’
• Click Save to create a credit note.

To apply credits to invoices

• Open the credit note.
• Click on the Apply to Invoice button.
• You can apply all the credits to a single invoice or distribute it among the pending invoices.
• Click Save to apply the credits.

To record a refund

• Open the credit note.
• Click on More and select Refund.
• Enter the refund amount and select the expense account.
• Click Save.