OVERVIEW: Occasionally an order sent to one of your customers will either be rejected outright, have one or more packages rejected while others are accepted, or have part of a package rejected (a tag representing 20 units is sent but the customer only chooses to accept 10). Depending on the scenario the process to follow in Distru will vary.
Table of Contents:
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A. WHOLE TRANSFER REJECTION
⚙️ A Whole Transfer Rejection is when the entire transfer and every package on it is rejected outright and your customer decides to not keep any of the product.
When the receiver rejects at least one package, BioTrack automatically creates an outgoing transfer from the receiving license to the sending license with the rejected packages.
This transfer needs to be marked as "arrived" by whoever did the original delivery, and then marked as "received" by the original sender to re-accept the rejected packages back into the sender's license.
✅ When your customer does this it will cause a few things to happen in Distru:
The sales order page will show that there is a BioTrack return transfer being sent to you
The sales order page will show the tags of the fully rejected packages so you can stick the right tag to them once they arrive back to your facility
Once you "receive" the return transfer in the sales order page, you'll be able to import the fully rejected packages via Direct Package Import.
When a Whole Transfer Rejection takes place we recommend that the Invoice associated to the Rejection is deleted.
If you or your customer do want a record of the transaction regardless, we recommend changing the line item pricing of your products to $0 on the Sales Order, updating the Invoice to show this, and then adding a note to the Invoice stating that the order was rejected outright and all packages were sent back.
Then download a newly updated Invoice as a .pdf to keep for your records and to also send to your customer.
If your Distru account is integrated with Quickbooks Online and you've chosen to "Sync Returns" in Distru, the QBO invoice will zero out and show as a Credit Memo (only if the invoice has been paid). You can keep this Invoice in QBO as a means of recording that your customer does in fact have credit coming to them (if they've paid already), or you can choose to delete the invoice from QBO entirely.
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B. FULL PACKAGE REJECTION
⚙️ A Full Package Rejection is when one or more (but not all) packages on a transfer are rejected by your customer.
When the receiver rejects at least one package, BioTrack automatically creates an outgoing transfer from the receiving license to the sending license with the rejected packages.
This transfer needs to be marked as "arrived" by whoever did the original delivery, and then marked as "received" by the original sender to re-accept the rejected packages back into the sender's license.
✅ When your customer does this it will cause a few things to happen in Distru:
The sales order page will show that there is a BioTrack return transfer being sent to you
The sales order page will show the tags of the fully rejected packages so you can stick the right tag to them once they arrive back to your facility
Once you "receive" the return transfer in the sales order page, you'll be able to import the fully rejected packages via Direct Package Import.
When a package is properly rejected off a manifest by your customer, Distru will visually mark that package with a "Returned" marker. It is then up to you to manually remove it from the invoice, should you choose to. You can do so by:
Editing the invoice
Finding the rejected package/line item (it'll be clearly marked with a "Returned" tag)
Clicking the trashcan icon to the far right of the rejected package/line item to remove it from the Invoice.
Save the Invoice.
Download a new .pdf of the Invoice and email to your customer.
If your Distru account is integrated with Quickbooks Online, removing rejected packages from your Distru invoice will update the QBO invoice $ amount. If your customer has already paid, rejected packages and their $ amounts will show as a Credit Memo on the QBO invoice.
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C. PARTIAL PACKAGE REJECTION
⚙️ Below is an example of a workflow where a partial rejection took place:
Sender transfers package P1 with 10ea to recipient
Recipient accepts 9ea and rejects 1ea
This splits 1ea from the original 10ea package
The original package with 9ea is kept by the recipient
BioTrack assigns the 1ea package a tag from the sender's license
The new 1ea package is driven back to the sender
BioTrack automatically creates a "return transfer" with the 1ea package from the recipient license to the sender license.
In pickup manifests, it is the recipient who drives the 1ea package back to the sender.
In regular manifests, it is the sender who drives the 1ea package back.
The licensee driving the 1ea package back must mark the return transfer as arrived
The sender must mark the return transfer as received.
At this point, the 1ea package is active in the sender's license.
The sender must apply a tag to this 1ea package
✅ How to process the partial rejection in Distru
When receiving a transfer in Distru, you will not be able to partially accept a package, only fully accept or fully reject.
When sending a transfer through Distru, if the receiver partially accepts a package, it will show in Distru as if it was fully accepted.
The sales order will persist in displaying the initial full quantity, instead of the quantity that was accepted
The sales order page will show that there is a BioTrack return transfer being sent to you
The sales order page will show the tags of the partially accepted packages so you can stick the right tag to them once they arrive back to your facility
Once you "receive" the return transfer in the sales order page, you'll be able to import the partially accepted packages via Direct Package Import.
note:
These packages will have no cost
Users will not see that these packages come from a return transfer associated to a specific sales order
Adjust the line item pricing of the partially rejected item to represent what the customer actually kept. (EX. 20 units at $1/unit were sent to your customer, making the total amount for the line item to be $20. The customer rejected 10 units. Therefore, you would adjust the total line item price from $20 to $10 to represent the 10 units they chose to keep.)
After making the $ adjustments on the Sales Order, make sure to Save and Update Invoice. This will ensure the new price is accurately reflected on the Invoice
Although not entirely necessary, we recommend that you then edit the Invoice to add a note for your customer stating what happened and why the price is different. (EX. "10/20 units were rejected for tag # 12345, the price for this line item and tag # represent the 10 units that were accepted.)
The Invoice will still show the original number of units that were sent, but the price will now reflect only the units that were accepted/kept by your customer.
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D. INVOICES: HOW ARE THEY AFFECTED?
Quickbooks Online: The general rule is: we sync an invoice to QBO whenever it changes. When the transfer recipient rejects one or more packages, Distru creates a Return but the invoice is left unaltered; it still has the same total and the same invoice items. Therefore, nothing will sync to QBO until the invoice is updated as outlined above (for example, by deleting the invoice items flagged as returned). Only then will Distru push the updated invoice to QBO.
Reporting: Invoice reporting is done on the current values of invoice items and invoice total values. Since Distru doesn't update invoices automatically when packages get rejected, no invoice reports will be affected by rejections. Once any updates are made an invoice, any related reports will reflect those changes.
Taxes: Taxes are calculated based on invoice items. Since Distru is not auto-updating invoice items whenever packages get rejected, invoice taxes are not updated by rejections. Once you remove /add / edit an invoice item, the taxes on that invoice will be re-calculated.
PDF: Since Distru is not auto-updating invoice items or invoice total whenever packages get rejected, the PDF print will remain as it was before the rejections. As soon as you update the invoice, the PDF print will reflect that new version of the invoice.
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