Refunding through Syncro

Written By Stephen Lancaster

Updated at December 19th, 2023

Please do not use There will always need to be returns/credits for customers, however Syncro does not handle this very well.  Previous methods of handling this have been inadequate and caused many issues with stock control. Spark customers, which are fast becoming our main customer base, need to be made aware that the refund will not be on the same billing cycle - It will often show on the next Spark Report for them, if not the report after depending on Spark.


Please do not use a ‘Manual’ item, it is best practice to use the ACTUAL product line item.

  1. Create a new ticket with an appropriate subject - Credit/refund for ‘X’.
  2. In the notes field, put in further details regarding the refund/credit, such as reason, dates etc.
  3. Once the ticket is created, click on the ‘Add/View Charges’ button at the top of the ticket screen.
  4. Add products/charges as a NEGATIVE Quantity. This may not work for maintained stock or serialized stock.
    1. In the instances where Syncro won't allow a negative quantity, simply add it as a positive quantity and then edit it once it's added to the ticket to be negative.
  5. Ensure the price for each refunding line matches what the customer has been billed.
  6. Ensure checklist is finalized, then resolve the ticket.

After the ticket is resolved, that's it. The recurring template will pull the refund onto the Spark bill/report on the next run.

Regarding stock control after the refund process, we need to ensure that the stock matches what we physically have. For non-serialized items, this should be just a matter of checking that the SOH (Stock-On-Hand) on Syncro matches the stock quantity on the shelves.

For serialized stock items, the refunded items will likely have no serial number. For these, scroll to the bottom of the product page until you see ‘Product Instances’. You can edit the serial number here directly by clicking on the serial number text field and typing in the serial number. Please note, as the serial number is already considered sold, we will need to add to the end of the ‘New’ serial number to differentiate. Historically, I have added ‘-1’ to the end to denote that the item has been previously sold.