Accepting Product Returns

Problem

A patient presents a product for return.

Background

The approach to recording a product return in OfficePro varies based on the circumstances of the return:

1. Scenario A: The product is acceptable for resale, and you are giving a refund or credit for future services.
2. Scenario B: The product is acceptable for resale, and the patient is being seen today; the total of services and products sold today will exceed the value of the returned product.
3. Scenario C: The product is not in acceptable condition for return, but you are applying a credit or providing a refund to their account.

The primary difference between these scenarios is the status of the returned product regarding inventory and how the return impacts current transactions.

Solutions

Scenario A: Return for Refund or Credit

1. Navigate to Patient Detail Page: Go to the patient's detail page in OfficePro.
2. Click on Return a Product:
   • Locate the Patient Related Tasks box.
   • Click on the Return a Product link.
3. Select Product:
   • Choose the product(s) the patient wishes to return from their purchase history.
4. Specify Details:
   • Enter the quantity returned.
   • Indicate if the amount is intended for a refund or as a credit for future services.
5. Create Return Visit:
   • This process will generate a separate visit designated for tracking the return (noted as RTRN).
   • A receipt document reflecting the transaction details will also be created.

Scenario B: Return with Current Visit

1. Add Product to Encounter:
   • While documenting the current visit, add the product being returned to the encounter.
2. Edit Quantity:
   • Change the quantity of the product to -1.
   • This action will:
     • Return the product to OfficePro's virtual inventory.
     • Provide a credit on the encounter to offset other charges.
3. Check Credit Amount:
   • If the credit exceeds the total due from the appointment, this method cannot be used, as the credited value will not be handled appropriately.

Scenario C: Non-acceptable Return

1. Credit to Patient’s Account:
   • Apply a credit to the patient’s account as a discount equivalent to the value of the returned product.
2. Option for Thorough Accounting:
   • Alternatively, process the return using either of the methods from Scenarios A or B, and then apply an additional adjustment to the inventory to account for the product not returning to shelves (considered as disposal).

Important Alerts

• Do Not Edit Original Encounter: Always avoid editing the original encounter to maintain accurate historical records. Making adjustments to the history can negatively impact bookkeeping, especially after a period has been closed.