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Use Credit Notes to Correct Errors on Posted Refunds
Salesforce Billing must retain a copy of all refunds for legal and accounting purposes. If you're using a non-payment source to offset an erroneous refund, create a credit note in Salesforce Billing to offset the refund's impact on your invoice lines. (Salesforce Billing Managed Package)
Required Editions
| Available in: All Salesforce Billing editions |
Salesforce Billing follows Generally Accepted Accounting Principles. The principles require that users must always be able to track the posting of credits, debits, payments, and refunds through a series of allocations back to a business’s general ledger. To ensure that these records are always available for legal and accounting purposes, Salesforce Billing doesn’t allow you to delete credit notes, debit notes, payments, or refunds. If you make an error, offset the erroneous record by reducing its balance to zero, and then creating a record with the correct values.
This topic explains how to offset only a posted refund. If your refund is pending settlement, you can void it instead.
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Create a credit note with one line for each invoice line affected by the erroneous
refund.
- From the affected account’s Credit Notes related list, click New Credit Note.
- Set your credit note date to the current date, then save your changes.
- Go to the credit note’s Credit Note Lines related list and click New Credit Note Line.
- Set the credit note line’s Product field to the same product as the invoice line affected by the erroneous refund.
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Set the credit note line’s subtotal to the same value as the invoice line’s balance, and
then save your changes.
For example, you allocated an original payment of $500 against a Mobile Device invoice line and a Workstation invoice line on the invoice INV-006. You then created the erroneous refund for $300 and allocated $200 against the Mobile Device line and $100 against the workstation line. In this case, you would create a credit note line with a balance of $200 and set its product to your Mobile Device invoice line. You would then create another credit note line with a balance of $100 and set its product to your Workstation invoice line.We recommend adding a note explaining that you created this credit note line to offset a refund created in error.
- Repeat Steps A through E for each invoice line affected by the erroneous refund.
- Change your credit note's status to Posted.
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Allocate each of your credit note lines to the affected invoice lines.
- Click Allocate.
- Select a credit note line, and then select the invoice line that you want to offset.
- On the credit note line, enter an amount equal to the invoice line’s balance, and then click Allocate. Confirm that the credit note line now has a balance of 0.
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Repeat steps B and C for each affected invoice line.
When you finish offsetting all the credit note lines, the credit note has a balance of 0.
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To return to your credit note detail page, click Cancel.
Clicking Cancel doesn’t cancel any of the allocations that you made.Your credit note has completely offset the value of your erroneous refund. The refund didn't change, but its allocations to your invoice lines have been offset by the credit note. Your invoice balance now equals the balance before the refund was applied. You can now issue a new refund with the correct values.
