Faulty Stock User Manual

CONTENTS 

Introduction

What is Faulty Stock?

Where can I find Faulty Stock?

How do I add items to my ‘Faulty Section’?

How do I process a faulty return at the till? 

How do I return stock to supplier from a Purchase Order?

How do I put damaged stock from my shop floor/ stockroom in the faulty section?

How do I remove stock from my faulty section?

Putting faulty stock back in to stock for resale

How do I remove items from my faulty section to the bin?

How do I send items from my faulty section back to my supplier for a credit note or replacement stock?

How to record a faulty stock result from a supplier

How do I report on faulty stock?

Introduction

This document has been designed to answer the questions that you may have about the system’s Faulty Stock options. 

It assumes that all readers have some experience of the Admin > Products & Categories, POS returns and Purchase Order Booking in screens, and have already created some Products on their system. 

What is Faulty Stock?

Every Item on your system has a Stock figure for each location. These Items also have a Faulty figure for each Location too. If any items that are refunded to you are marked as ‘faulty’ by your till operator, they will be added to the Faulty figure instead of the Stock one. 

Items can be moved from Stock to Faulty from the Stock Levels page too. (You should do this if you come across something faulty in your warehouse, for example.) 

You may also use Cybertill Purchase order processing functionality book in stock but then mark as faulty once the goods are unpacked. 

Consequently, you can use the system to track how much faulty stock is currently in your shop and needs dealing with. 

Also, you can use it to track what you do with that faulty stock – i.e. trash it or send back to the supplier. 

Where can I find Faulty Stock?

From within the Backoffice, select the P.O.P menu. 

At the bottom of this screen will be links to all the relevant parts of Cybertill for dealing with faulty items. 

How do I add items to my ‘Faulty Section’?

There are 3 ways of adding the items; 

1. Customer returns at the till.
2. Purchase Order returns.
3. Manual stock adjustment. 

How do I process a faulty return at the till?

Your till staff should do this when a customer brings back a faulty item that they have purchased from you. 

• Log into the till as standard. 
• Select the Returns buttons.

• Proceed to go through the returns functionality adding a Transaction Reference if required. 

When you reach the Return to* field, 

• select the dropdown list and choose ‘Return to Faulty’. 

• Select a relevant Reason Code* from the second dropdown. 

Note: depending on the Reason Code chosen, you may need to type in further information into the Text field. 

• Select OK and complete the transaction.  

The item in question will be added onto your Faulty figure instead of your Stock figure. 

How do I return stock to supplier from a Purchase Order?

Within the Backoffice,  

• select the P.O.P menu,
• Book in and complete your Purchase Order as standard. (i.e. as if they weren’t faulty). 

Next, 

• select the Create Returns to Supplier option located at the bottom right-hand side of your completed Purchase Order. 

The Purchase order screen will refresh with the following menu allowing you to specify which products and what quantities need to be returned as faulty. 

In the Return Qty field, 

• type in the quantity of each item that you’ve found to be faulty.
• Type in a reason for your return into the Reason field.  

Note: It would be wise to specify exactly what’s wrong with the item. 

Lastly,  

• click on Save.

How do I put damaged stock from my shop floor/ stockroom in the faulty section?

This option would be used when you find a damaged item on the shop floor or in your stockroom that you need to subtract from Stock and add to Faulty. 

From within the Admin menu, 

• Select Products and Categories.
• Locate to the item (via the Product Option) and select View Stock Levels. 

If you are creating a faulty stock record for another Location, then please remember to select the relevant Location first using the ‘Change location’ drop down menu located to the top of the screen. This is important as it will dictate where the actual faulty stock is located and how it will be returned. 

The Stock Levels screen will display:  

Type the number of faulty items you have into the Faulty field. 

Note: if your item doesn’t have any stock against it, then the system won’t allow you to mark any quantities as ‘faulty’. 

• Select a Reason Code for this adjustment using the dropdown menu, or manually type it into the Text box.
• Lastly, click the Save button. 

You should then see 2 added to Faulty, and a corresponding 2 will have been subtracted from Stock automatically. 

How do I remove stock from my faulty section?

There are three ways of removing things from your faulty section: 

• Put it back in to stock for resale.
• Trash the item (it it’s beyond repair or not worth repairing).
• Return it to the supplier. 

Putting faulty stock back in to stock for resale

• Access the POP menu.
• Scroll down to the Returns to supplier section of the page and select Pending faulty items to return: 

Here, the system lists all the faulty items in your current store. 

• Click the Remove link located to the right of the screen for the item you want to put back into stock. 

Remember to check that you are in the correct location for the faulty stock movement you are about to do. Whenever you log onto Cybertill, your User default location will always appear first. The ‘change location’ dropdown menu is evident on this page and is located at the top of the screen.  

It is possible to edit the Remove qty* field if desired.  

• Select the Remove to* dropdown menu and select the ‘Put back into stock for sale’ option.
• Select a Reason Code from the dropdown menu, or manually type a reason into the Text field. 

Finally,  

• select the Remove button and the faulty stock should be put back into stock again. The screen should refresh at this stage back to the faulty stock items page. 

How do I remove items from my faulty section to the bin?

The removing of Faulty items to Trash is almost the same procedure as when you are returning faulty back into stock for sale. The only difference is that you need to select the ‘Send to trash’ option from the Remove to* dropdown menu as indicated in the screenshot below. 

How do I send items from my faulty section back to my supplier for a credit note or replacement stock?

Follow the below procedure if you want to tell the system that some of your faulty stock has been sent back to the supplier. 

• Access the POP menu.
• Scroll down and select Pending faulty items to return: 
• Fill in the page as indicated below:

1. Reason – check the reason entered and amend if necessary.
2. RAN - This is the returns authorisation number your supplier will have given you to allow the return. 

Note: If your supplier doesn’t give you one, leave it blank. 

3. Qty - Type the relevant quantities and tick the box on the far left-hand side of the item that you wish to send back.
4. Consignment ref: Enter the parcel tracking number (if you have one) for your delivery.  

Note: If you don’t have one, we’d suggest entering your name and the date.  

5. Note - This cell is optional and can be left blank. However, whatever you type in here will appear on the ‘returns note’ the system will produce shortly. Should you wish to give your supplier any additional info about the items being returned, enter it here.
6. Return to* - Choose Suppliers from this dropdown box if it’s not already selected by default.
7. Carriage service - Choose a delivery service from the list. If you don’t see any, you’ll need to create some before you can do this; please read the relevant manual.
8. Consignment ref: Leave this blank. You would only need to fill this in if you were sending your faulty items to another of your branches. 

When you have completed the relevant fields, 

• select Return selected faulty items. 

After you’ve done all the above, you should be presented with a ‘returns delivery note’ that you can print out. This will supply a branch copy and a supplier copy, along with address labels. The screen will refresh with a menu something like this: 

• Click on the link for dispatch note. You will now see a separate menu appear which can be printed. 

Note: If the page reloads instead of showing you a delivery note, this indicates you must have missed something essential. Therefore, go back and try again. 

As soon as you get this delivery note up on screen, as far as the system’s concerned, the items have left your store and are in the post. The relevant quantities will have been subtracted from your ‘Faulty’ figures accordingly. You’re not quite finished yet, though. At some point, you’ll need to record on the system what your supplier’s going to do with those ‘returned’ items. 

How to record a faulty stock result from a supplier

Once you’ve found out what your supplier is going to do about any faulty items you return to them (e.g. replace it, give you a credit note etc), you should record it on Cybertill. 

Within the POP menu,  

• click on Faulty items in transit to supplier: at the bottom of the screen. 

The Faulty Sent List will open: 

All the faulty items that you’ve sent back to your suppliers but not yet recorded an ‘outcome’ for will be listed here. 

There will be a tick box at the left-hand side of each item to select it. 

• Ensure that you select the item(s). 

In the Date* field,  

• select a date for your status change. 

In the Result dropdown, 

• choose the status of this return from the following:
  • In transit to supplier
  • Received by supplier
  • Credit
  • Refund
  • Replaced – return to stock  

Note: choose this, and the relevant quantity will be added to Stock. 

• Sale or return goods
• Non-arrival 

Note: choose this, and the system will assume you never actually sent the item out in the first place; it will put it back into the “Faulty items to return” screen. 

• Cancelled
•  Trash

Finally,

• select the Change status of selected items button. 

You can also select to print out the outcome of your Faulty stock returned to supplier. You will notice a Print section of menu with a Report link located to the top left-hand side of the Faulty stock menu once the screen has refreshed.  

• Select this link. 

You can now print the Faulty return results. 

How do I report on faulty stock?

From the Stock menu, 

▪ navigate to the Audit section and select Stock Level Audit report. 

This report will let you look back on everything that’s happened to your faulty items (i.e. whether they were trashed or sent back to supplier).  

You can filter the report by clicking on the following column headers: 

• Date/Time
• Ref
• Epos Category
• Product Option
• Location
• Type
• Old qty
• New qty
• App
• Module
• Reason text
• User
• Retail Value 

Also, retailers who have purchased the User Defined Data Export module from us will be able to find exports about faulty stock activity in there.