A/R Refunds - Customer Refunds

This topic details the procedures to initiate and approve an A/R refund in CARRR.
Use this procedure to refund an amount from an account.

Initiate a Refund

1. You should initiate a refund from Adjustment►Initiate New Adjustment►A/R Refund.
   

2. On the A/R Refunds - Customer Refunds screen, enter the Customer Number and Adjustment Amount.

   • If the refund refers to a specific customer/major, select the correct customer number.

   • If there is no customer directly associated with the refund, then select any customer.
     

3. Select the Add New link to enter a comment describing the reason for the refund.
   Select Submit.
   

4. On the A/R Refunds - Customer Refunds payee form:

   1. Fill out all necessary payee information (e.g., payee name, address).

   2. Fill in the Check Comments field with specific details related to the refund (e.g., customer, term, major account).
      Also, include: Send an email to XXXXmgr@follett.com for more information.
      Note: This is important to help the payee identify the reason for the refund.

   3. Select Save, then Approve.
      

Approve a Refund*

*Note: Store managers must complete this process ONLY if an ASM or another team member initiated a refund in CARRR.

1. Select A/R Refund and Approve Refunds to display the list of A/R adjustments pending approval.
   Note: Select the Detail link to review the refund details.
   
   

2. Review the refund for comments and other information to assess if it should be approved.

3. Select Approve.
   Selecting Approve opens the refund for the next reviewer to approve.

4. Select Reject if the refund should not be paid.
   Note: Enter comments under Reviewer Comment explaining why the refund is being rejected. (One main reason to reject the refund is if it is missing payee details or it is not appropriate.)
   

Complete the Process

Complete the process by either applying the refund or completing billing maintenance.

1. Go back into Review and Approve Refunds to see if the refund is waiting for approval, approved or declined.
   Once approved and processed, a check number will be entered.
   Checks are processed for Follett by a third-party vendor and sent via USPS. This can take 2-3 weeks to be delivered.
   

2. Once a refund has been approved, a refund adjustment will be show in CARRR:
   

3. Make sure that the refund is in the same Major account as the payment/credit associated with the refund.
   If there is a payment, match the payment to the refund adjustment:
   

4. If the refund was initiated as a result of a credit in the account, then this will be matched through billing maintenance.
   Review Billing Maintenance: Close out Zero Balance Accounts for more details.