Credit Memo - Determine Origin

Take the steps listed below to determine where the credit memo on a customer’s account originated from:

Step 1:

• Go to A/R Task #27 (Customer Account Inquiry), and go to the screen which lists the invoices, payments and credit memos.
  • Bring cursor down to the credit memo in question, type in a Y or 1. 
    • If the credit memo appears on the next screen with the option at the bottom of the screen: “CR or Left Arrow to continue, F2=Print invoice, TAB for line items” the credit memo came from Order Entry.
    • If the following message appears: “Not from O/E (no order # reference), drill down not possible CR TO CONTINUE”.  This could mean a couple of things:
      • ​the credit memo was erased out of the order/item histories in the Order Processing module.  If the document is many years old this could be the issue. 
      • it could also mean this document came directly from A/R, Task #1  (Sales Entry & Editing)  It didn’t get entered and posted through Order Entry.  For example, if an invoice was written off because of a bad debt, the credit memo to write it off may be entered directly into Task #1.  

    • ​If the above message was received, “Not from O/E (no order # reference), drill down not possible CR TO CONTINUE”

      • Go into A/R Task #28 (Sales History Inquiry) and type in the document number.  

      • If the document comes up on the screen, it was posted directly from A/R Task #1 (Sales Entry & Editing).  The batch # will be on the screen, you may use it to track down the original Sales Posting if needed.  A sales history report may be printed for that batch out of "Task 19 - Sales History", or a Distribution History report may be printed for that batch out of Task #21.

    • If the credit memo doesn’t appear on the Sales History Inquiry (Task #28) screen it can’t be found in the sales history.  Therefore, it is a computer generated credit memo.  This document came from applying a credit memo/payment in Task 02 - Cash Receipts Entry & Editing.  The original credit memo or payment wasn’t completely applied.  This computer generated credit memo still on the customer’s account was left over.    See document titled “Apply Credit Memo or Unapplied Payment”.  In this case you may go into Task 24 - Cleared A/R History to backtrack where the credit memo came from.  See document titled “Backtracking Computer Generated CM”.