When you receive an order with missing or damaged items, you can request credit directly from your supplier through Edify.
Overview
Use the credit request feature when:
Items are missing from your delivery
Items arrive damaged or defective
You were charged for items you didn't receive
Important: Credit requests can only be raised before accepting a delivery. Once an order is accepted, you'll need to handle credit requests directly with the supplier.
How to Request Credit
Step 1: Navigate to Your Order
Go to Orders > Deliveries in the left menu
Select the relevant order
Locate the products you need credit for
Step 2: Select Products and Quantities
Tick the checkbox next to each product code you want credit for
Click Actions > Request Credit
In the 'Missing' column, specify how much credit you need
Example: Ordered 4 units, received 1 → Request credit for 3
Include details in the note box like "Item arrived damaged" or "Never received"
Step 3: Submit the Request
Click Request Credit
An email is automatically sent to your supplier
The request moves to your Credit Notes page, searchable via the PO number
What Happens Next
Products show with 'Requested' status in a 'Credit Note' section of the order
The supplier will contact you directly to resolve the issue
You can track all requests in the Credit Notes page
There may be instances you receive an order from a supplier where there is missing stock or items are damaged.
In these situations you can raise a credit request with the supplier directly via Edify.
Managing Credit Requests
Cancelling a Credit Request
When to cancel: Your supplier confirms they'll send the missing items as a replacement.
Go to Orders > Credit Notes
Find your order and click the arrow →
Click Cancel Credit Request
Products are automatically moved back to 'Pending' status and once the stock arrives can be accepted.
Resolving a Credit Request
When to resolve: Your supplier agrees to refund or credit your account.
Go to Orders > Credit Notes
Find your order and click the arrow →
Click Resolve Credit Request
Your actual received quantity is updated and accepted automatically. Credited items appear separately with 'Resolved' status within the order. If no other items are pending, the order moves to Order History.
Partial Deliveries and Credit Requests
Accepting the Rest of Your Order
When you raise a credit request, Edify assumes other items are still pending. If you actually received the rest:
Click Accept in the top right corner
This accepts all remaining items in the delivery
Making Changes During Pending Credit Requests
While a credit request is pending, you can:
Accept other items in the order (see Partial Delivery guide)
Make adjustments to non-disputed items such as quantity and price
Credit Request Email Settings
Where Requests Are Sent
Credit requests go to the supplier's:
Order Email address
Account Email address
Important for WhatsApp/Web Portal suppliers: Ensure the "Accounts Email" field is completed, as these suppliers may not monitor order emails regularly.
Getting Copies of Credit Requests
To receive copies of all credit requests your company raises:
Add your email address in the "Accounts Email" section of each supplier
You'll be cc'd on all future credit requests
Credit Request FAQs
How do I get an invoice for a credit request?
In instances where the supplier will send you the missing item and so an invoice is required the supplier should provide this directly. This can be uploaded to the PO for your records.
Can I use the credit request process to complete a Return To Vendor (RTV)?
Yes, you can use the credit request process to process an RTV, but if you would like to make an adjustment to your order prior to receiving it you should contact the supplier directly to arrange this. Further information can be found here.
If when the order arrives a RTV is required you can follow the credit request flow to raise this with the supplier. You will need to liaise directly with the supplier to arrange the returning of the stock.If I raise a credit request how do I confirm the rest of the delivery?
When you raise a credit request for a PO, Edify assumes the rest of the stock in the order is still pending delivery. If you received the rest, simply click "Accept" in the top right corner, which will accept all the rest of the items in the delivery in Full.
Can a site or external customer raise a credit request with a CPU?
Yes, internal sites and external customers can raise credit requests through this same process. To find out more please refer to our CPU helpcentre guide.
What should I do if I don't hear back from the supplier about my credit request?
If you do not hear back from a supplier after raising a credit request you can send the supplier a reminder. Find the PO in "Credit Notes" and click the arrow. Click "Send Reminder". This triggers a reminder email.
Can I make edits to other items within the PO while the credit request is pending?
While a credit request is pending, you can still accept the rest of the items in the order - See Partial Delivery.
What permission levels are required to raise a credit request?
Users with employee, manager and admin permission levels can all process credit requests.
Is it possible to raise a credit request once a delivery has been accepted/confirmed?
No, once an order or delivery has been accepted/confirmed in Edify it is not possible to raise a credit request. This will have to be managed outside of Edify directly with the supplier and the quantities updated within the confirmed delivery in 'Order History". Please note you only have seven days from confirming a delivery to change the quantity.