Heartland Retail - Returns of Open Orders vs Closed Orders

Accumula downloads Returns from source systems to Heartland to help create accurate financials and inventory. There is one setting that governs returns. Depending on this setting and the status of the Order in Heartland, the results will vary.

Refunds of Closed Orders

Heartland Orders do not currently support negative inventory quantities, so cannot support Returns/Refunds for Closed Orders. Instead, Accumula supports returns of Closed Orders via Heartland  Tickets.

Assignment of financial and inventory impact is limited in Tickets, so unlike with Heartland Orders that can have financial impact assigned to a Source location and inventory impact assigned to a Ship From location, refunds assign both financial and inventory impact to the same location.

Generally, best practice is to use the Return Refunds to Order Source setting so that Returns impact net sales reporting for Ecommerce channel.

Refunds of Open Orders

If a refund is created in the source system and the Heartland Order is still Open, the refunded line items will be removed and order total and payments will be adjusted. In this case, the removed line items will be returned to available inventory.

NOTE: Accumula does not currently support use of the Refund button found on Heartland Orders.

Worth Noting

Shopify no longer allows download of Orders and Refunds older than 60 days from the current date so if the Refund is related to an order more than 60 days old, Shopify will return a "not found" message and the order will not be integrated.

>> Learn more about Returns and Refunds 
Heartland - Return Refunds to Order Source setting