---
title: "Resolve Customer Returns"
description: "Receiving and inspecting goods does not decide what the customer is owed. Use the Return Request's **Resolution** information and linked ERPNext documents to co"
space: "Vuna Transport"
url: "https://docs.navari.co.ke/vuna-transport/returns/commercial-resolution"
updated: "2026-11-09"
---

Receiving and inspecting goods does not decide what the customer is owed. Use the Return Request's **Resolution** information and linked ERPNext documents to complete the agreed commercial outcome.

## Check the physical return first

Confirm the submitted Sales Return or stock-updating credit document, actual returned quantity and any required inspection/stock transfer. Return Request status is derived from these linked records; do not manually rename a stage to hide an unfinished transaction.

Common stages in the current customer inspection path mean:

| Stage | What to do next |
| --- | --- |
| Awaiting Sales Return | Create/review the return stock document |
| Awaiting Return Submission | Review and submit the draft Sales Return |
| Awaiting Inspection | Complete the linked Return Inspection |
| Awaiting Disposition | Review and submit the inspection's Stock Entry; this status name means stock redistribution remains, not automatic scrapping |
| Awaiting Commercial Resolution | Complete the agreed customer outcome in the linked documents |
| Resolved / Closed | Required linked outcomes have been recognised; close through the available action after review |

## Choose the customer's outcome

- **Credit Customer:** prepare and submit the appropriate ERPNext return Sales Invoice / Credit Note against the original invoicing. A return Delivery Note alone does not settle the customer's receivable.
- **Replacement:** use the replacement Sales Order action where offered and complete the normal selling/delivery process. A draft replacement is not a completed replacement delivery.
- **Refund:** complete the applicable credit and Payment Entry process with accounts staff. A request for a refund is not a posted bank/cash movement.
- **No Further Action:** use the explicit resolution action and explain why no further commercial action is needed.

The request validates linked documents against the company and customer. A document that exists but is still draft, cancelled or belongs to someone else is not a valid completed outcome.

The system recognises the linked evidence it supports; it does not prove that every external refund, replacement promise or customer agreement has been fulfilled. Review the actual ERPNext documents before closing the case.

## Invoice-based returns

For a non-stock-updating Sales Invoice, return against the linked Delivery Note. If the invoice covers several deliveries, select the delivery being returned. For an Update Stock invoice, the return credit document can reverse stock and value together. Do not create both an invoice stock return and a Delivery Note stock return for the same goods.

The Sales Return-based Return Inspection action requires a submitted return Delivery Note. Refer an invoice-only quality-inspection requirement to your administrator/quality lead rather than assuming the same action is available.

## Depot returns are different

A depot is another company warehouse, not a customer to credit. Depot returns remain in the stock-transfer and inspection process. Do not attach customer Credit Notes merely to force a depot case into a resolved state.

> [Screenshot: Return Request Resolution tab showing the chosen commercial outcome and linked Sales Return, Credit Note or replacement document]

For a mistake in a submitted document, use [the dependency-aware recovery process](/vuna-transport/help/recovery). Do not clear its link and create another credit for the same quantity.