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Service Credit Memo

This chapter contains all relevant information on creating and processing service credit memos in our ERP solution. It is divided into the following sections:

Creating Service Credit Memos

You can create service credit memos in our ERP solution to refund posted service invoices as well as warranty claims in part or in full. The following sections describe how to create a credit memo from a service invoice or import invoice data into a newly created service credit memo. All important information about service credit memos from warranty claims can be found under Creating a Credit Memo from a Warranty Claim.

Creating Service Credit Memos from Service Invoices

You can create a service credit memo directly from a posted service invoice. To do so, proceed as follows:

Note

Items can also be canceled when a service credit memo is created. If no return or default bin is specified for these items, a bin must be selected.

  • Use the quick search (ALT+Q) to find the Posted Service Invoices page.
  • Open the service invoice for which you want to create a credit memo.
  • Click Correct > Create Corrective Credit Memo in the menu bar.
  • Confirm the dialog window with Yes.

Tip

If you want to refund a service invoice in full and post it directly, click Correct > Cancel. More information on this can be found under Canceling Posted Service Invoices.

  • Navigate to the Lines FastTab.
  • Select Order > Service Lines from the menu bar in the FastTab.
  • Click the selection field in the service line that you want to remove from the credit memo.
  • Select the Delete Line option.
  • Repeat this process for all service lines that should not be refunded.

You have successfully created a service credit memo and selected the service lines to be refunded. The General, Lines, Invoicing and Shipping FastTabs will be filled in automatically by the system based on the information in the corresponding service invoice, but can be edited as needed.

Importing Service Invoices into Service Credit Memos

You can import data from a posted service invoice into a newly created service credit memo. To do so, proceed as follows:

  • Use the quick search (ALT+Q) to find the Service Credit Memos page.
  • Click New in the menu bar to create a new service credit memo.
  • Click Prepare > Copy Document... in the menu bar of the newly created service credit memo.
  • Select Posted Invoice from the dropdown menu in the Document Type field.
  • Select the posted service invoice for which a credit memo should be created in the Document No. field. The Customer No. and Sell-to Customer Name fields are filled automatically by the system.
  • Activate the Include Header toggle switch.
  • Activate the Include Comments toggle switch to import the ToDo, Fault Comments, Resolution Comments, and Internal Comments FactBox entries.
  • Optional Make further settings as needed.
  • Click OK to confirm your entries.

You have successfully imported the data from a service invoice into a service credit memo. The General, Lines, Invoicing, Shipping, and Application FastTabs are automatically filled in by the system based on the information in the corresponding service invoice. They can be edited as needed, in the same way as described in the Creating Service Credit Memos from Service Invoices section.

Posting Service Credit Memos

To refund the costs of a service invoice, you have to post the created service credit memo. To do so, proceed as follows:

  • Use the quick search (ALT+Q) to find the Service Credit Memos page.
  • Open the service credit memo that you want to post.
  • Click Home > Post > Post in the menu bar.

Tip

Before posting, you can click Home > Post > Preview Posting in the menu bar to show a preview of the document entries.

  • In the following window, enter the Starting Date and Finishing Date of the related service order in the corresponding fields.
  • Confirm your entries with OK.
  • Confirm the dialog window with Yes.
  • Optional Confirm the following dialog window with Yes if you want to open the posted service credit memo.

Tip

You can also post a service credit memo directly and print or send it with the default printer settings. To do so, click one of the following options in the menu bar of the respective credit memo:

  • Actions > Posting > Other > Post and Print
  • Actions > Posting > Other > Post and Send...

You have successfully posted a created service credit memo. It will be archived automatically on the Posted Service Credit Memos page.

Batch Posting Multiple Service Credit Memos

You can process multiple service credit memos at once using a batch posting. To do so, proceed as follows:

Note

Note that all pending service credit memos will be posted using this function if you do not select or filter documents before batch posting.

  • Use the quick search (ALT+Q) to find the Service Credit Memos page.
  • Use the multiple selection (CTRL+LEFT CLICK) to select the service credit memos that you want to post.
  • Click Home > Post > Post Batch... in the menu bar.
  • In the Posting Date field in the Options FastTab, select a posting date for the documents to be posted.
  • Navigate to the Filter: Service Header FastTab.
  • Click + Filter....
  • Select the criterion by which documents should be filtered, e.g., Customer No. or Order Date.
  • Optional Make further settings or apply filters as needed.
  • Click OK to confirm your selection.

You have successfully batch posted multiple service credit memos. All documents that match the selected filter criteria are automatically posted and then archived on the Posted Service Credit Memos page.

Printing Service Credit Memos

You can print a service credit memo to send it to a customer as a printed or electronic document or to file it. To print a service credit memo, proceed as follows:

  • Use the quick search (ALT+Q) to find the Service Credit Memos page.
  • Open the service credit memo you want to print.
  • Click Home > Preview Document in the menu bar.
  • In the following window, enter the Starting Date and Finishing Date of the related service order in the corresponding fields.
  • Confirm your entries with OK.
  • In the Printer field, enter the printer on which the service credit memo should be printed.
  • Optional Make the following printer settings as needed:
Option Description
Hide Header/Footer Activate this toggle switch if the header and footer should be hidden in print.
Hide Return Address Activate this toggle switch if the return address should be hidden in print.
Print as E-Post Activate this toggle switch if the document should be printed as e-post.
Hide Salesperson Activate this toggle switch if the salesperson details should be hidden in print.
Print Communication Details Activate this toggle switch if the communication details should be printed.
Show Vendor Item No. Activate this toggle switch if the vendor item number should be printed instead of the item number.
Print Fault Description Activate this toggle switch if the fault description should be printed.
Print Resolution Description Activate this toggle switch if the resolution description should be printed.
Print Customer's Registration No. Activate this toggle switch if the registration number of the customer should be printed.
No. of Copies Enter the desired number of printed copies.
  • Click Print to print the document with the desired settings.

Tip

Click Send to..., select the desired file format and confirm with OK to export the service credit memo as an electronic document and then send it via email.

You have successfully printed a service credit memo or saved it as an electronic document.

Archiving Service Credit Memos

Once a service credit memo has been posted, the document will be archived automatically. To view archived or posted service credit memos, proceed as follows:

  • Use the quick search (ALT+Q) to find the Posted Service Credit Memos page.
  • Open the desired posted service credit memo.

You have successfully viewed an archived service credit memo.