Overview
When you receive an order with missing or damaged items, you can request credit directly from your supplier through Edify. This process notifies the supplier and tracks the issue until it's resolved.
Use credit requests when:
Items are missing from your delivery
Items arrive damaged or defective
You were charged for items you didn't receive
You need to process a Return To Vendor (RTV)
⚠️ Critical: 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 outside of Edify.
Requesting Credit
Step 1: Navigate to Your Order
Go to Orders > Deliveries
Select the relevant order
Locate the products you need credit for
Step 2: Select Products and Quantities
Tick the checkbox next to each product 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
Add details in the note box explaining the issue (e.g. "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 where you can search for it using the PO number
→ Products show with 'Requested' status in a 'Credit Note' section of the order. The supplier will contact you directly to resolve the issue.
💡 Reminder: If you don't hear back from your supplier, you can send them a reminder. Find the PO in Credit Notes, click the arrow, and select Send Reminder.
Managing Credit Requests
Cancelling a Credit Request
Cancel when your supplier confirms they'll send the missing items as a replacement rather than providing a credit.
Go to Orders > Credit Notes
Find your order and click the arrow →
Click Cancel Credit Request
→ Products automatically move back to 'Pending' status. When the replacement stock arrives, you can accept it normally.
Resolving a Credit Request
Resolve when 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.
Getting an Invoice for Resolved Credits
If the supplier sends you missing items and you need an invoice for your records, the supplier should provide this directly. You can upload it to the PO for documentation.
Handling the Rest of Your Order
Accepting remaining items
When you raise a credit request, Edify assumes other items in the order are still pending delivery. If you actually received the rest of your order:
Click Accept in the top right corner
This accepts all remaining items in the delivery
Making changes while credit is pending
While a credit request is pending, you can:
Accept other items in the order (see the Accepting Partial Deliveries guide)
Make adjustments to non-disputed items such as quantity and price
Processing Returns to Vendor (RTV)
You can use the credit request process to handle RTVs. However, if you want to make adjustments before receiving the order, contact the supplier directly to arrange this (see further info on Changing/Cancelling an order).
If an RTV is needed after the order arrives:
Follow the credit request process to raise it with the supplier
Liaise directly with the supplier to arrange returning the stock
Credit Request Email Settings
Where credit 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 in the supplier settings. These suppliers may not monitor order emails regularly.
Receiving copies of credit requests
To get cc'd on all credit requests your company raises:
Navigate to Suppliers > Edit
Add your email address in the Accounts Email section
You'll receive copies of all future credit requests for that supplier
User Permissions
All users (Employee, Manager, and Admin) can raise credit requests.
CPU Credit Requests
Internal sites and external customers can raise credit requests with a CPU (Central Production Unit) using this same process. Refer to the CPU help centre guide for more details.