Summary
If an order arrives with items missing or damaged, you can request credit from the supplier through Edify. This notifies the supplier and tracks the issue until it's resolved. All users (Employee, Manager, and Admin) can raise credit request.
Use a credit request when:
You were charged for items you didn't receive
Items arrive damaged or defective
You need to process a Return to Vendor (RTV)
⚠️ Raise credit requests before accepting the delivery. Once an order is fully accepted, you'll need to sort any credit with the supplier outside Edify.
Raising a credit request
Go to Deliveries and open the order (click the arrow).
Tick the items you need credit for.
Select Request credit.
In the pop-up, enter the Missing quantity for each item - it can't be more than the quantity delivered. (Ordered 4, received 1 → request 3.)
Add a reason (e.g. "arrived damaged" or "never received").
Select Request credit to submit.
Edify emails the supplier automatically. If this supplier does not have an account email set you will be prompted to input the email the request should be sent to.
The request appears under the Credit notes tab (search by PO number), and the items show as Credit requested in a Credit requests section on the order. The supplier will contact you to resolve it.
💡 No reply? Open the credit note from the Credit notes tab and select Remind supplier.
Managing a credit request
Open the credit note from the Credit notes tab within Deliveries, then choose:
Resolve - when the supplier agrees to credit or refund you. Your items will show as Credit resolved within the order. If nothing else is pending, the order moves to your order history (the Delivered tab).
Cancel credit - when the supplier will send replacements instead. The items will be cancelled within the PO. When you receive the items from the supplier add it as a delivery manually using the original PO number.
If the supplier sends replacement items and you need an invoice for your records, ask them for it - you can then upload it to the PO.
Settling a credit request against a credit note
If you are using our Invoice Matching feature, when your supplier sends a credit note, it arrives in Invoices on the Review tab. Mark it as a credit note and link it to the credit requests it settles. Edify then posts it to Xero as a supplier credit against the original bill.
When you review the supplier's invoice for that delivery, each line also shows any credit requests raised against it, so you can see what's still due before you approve.
See Invoice Matching for the steps.
Handling the rest of the order
When you raise a credit request, Edify treats the other items as still pending. If you actually received the rest, select Accept (top right) to accept all remaining items.
While a credit request is pending you can still accept other items in the order (see Accepting Deliveries).
Returns to vendor (RTV)
Use the credit request process to handle an RTV once the order has arrived: raise the request, then liaise with the supplier to arrange the return. To make changes before the order arrives, contact the supplier directly (see Changing or cancelling an order).
Credit request emails
Credit requests are sent to the supplier's Order Email and Account Email addresses.
⚠️ For WhatsApp or web-portal suppliers, make sure the Accounts Email is filled in under the supplier's settings.
To be cc'd on every credit request your company raises for a supplier, go to Suppliers > Edit and add your address in the Accounts Email section.