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Refunds & Credit-Rebills

Same-day refunds work fully in OverDrive. The gap is closed repair orders: OverDrive has no credit-rebill or correction process for an RO that's already closed. In VAST you'd post a negative RO plus a corrected replacement RO — OverDrive can't do that yet. This is a high-priority workstream that is deliberately kept highly visible, and no clean-up method has been agreed — the candidate methods and their accounting impact are still being worked through. It resolves once OverDrive supports credit-rebill / RO correction for closed orders.

Known gap — closed-RO corrections

There is no way in OverDrive today to credit and rebill a closed RO (wrong customer or vehicle, or a bad invoice/billing fix). This is a high-priority workstream. Until it's resolved, escalate these — do not try to force a correction, because it leaves the original revenue and COGS on the books and creates duplicate entries.

When this applies

A refund is needed, or a closed repair order has to be corrected — wrong customer or vehicle, incorrect invoice or billing — or credited and rebilled.

The workaround

  1. Same-day refund: process it directly in OverDrive — this is fully functional. (Store Associate)
  2. Next-day / customer-satisfaction refund: use the existing Customer Service refund process (SharePoint form plus the vendor with quick turnaround). That process is believed to cover next-day refund situations. (Customer Service)
  3. Closed-RO correction (wrong customer/vehicle, invoice/billing fix, credit/rebill): escalate per the interim process. OverDrive has no credit-rebill yet — do not attempt to force the correction. (Operations)

Clean-up methods & accounting impact

Internal — corporate & finance readers

What follows is the working same-day vs next-day analysis behind this gap: for each use case, the candidate clean-up method and what it leaves behind in OverDrive, GP, and Power BI. None of it is approved procedure — it is recorded so Finance and Operations can see which impacts still need a correction and which questions are still open. Store and counter staff follow The workaround above and escalate; they should not work from this section.

The matrix is split into three tables so nothing has to be dropped: the candidate methods and their follow-up remedies, then the system-by-system impact for same-day, then the same for next-day. Every use case has three system rows — OverDrive, GP, Power BI — in both impact tables.

Candidate clean-up methods by use case

Use case Same-day clean-up method Next-day clean-up method Follow-up remedies
Missed a discount on a paid invoice (refund customer $$) Refund the original payment (reopens the RO), apply a discount, recharge the customer the new total Customer SAT refund (outside OverDrive, or as a Paid Out) — same outcome as when Customer Service refunds today 1. Issue them a future coupon. 2. Submit a customer service reimbursement request.
Wrong employee, customer or vehicle on a paid invoice Submit a helpdesk ticket — IT performs a manual SQL update on the existing RO, directly in the database Submit a helpdesk ticket — IT performs a manual SQL update on the existing RO, directly in the database If it's an AR account, credit / rebill in VAST, then IT makes the matching change in OverDrive as a manual database change — there is no tooling or self-service process behind it.
Retail customer (full credit / rebill) Store fully refunds the first order, then creates a new order Customer Service refunds the first order; the store creates a new order in OverDrive and submits a helpdesk ticket —
GDYR national account (full credit / rebill) Operations fully refunds the first order, then creates a new order Operations creates a new order in OverDrive and submits a helpdesk ticket —

Where a method above relies on a helpdesk ticket and a SQL update, that is IT editing the OverDrive database by hand for that one record. There is no screen, tool, or self-service correction feature — it is a manual database change every time, which is why these are ticketed rather than done at the store. (IT)

Same-day impact

Use case System Fix cash Fix revenue Fix COGS Inventory
Missed a discount on a paid invoice OverDrive All good All good All good Inventory double decremented (correction req'd)
Missed a discount on a paid invoice GP All good All good All good All good
Missed a discount on a paid invoice Power BI N/A All good All good All good
Wrong employee, customer or vehicle OverDrive All good All good All good All good
Wrong employee, customer or vehicle GP All good All good All good All good
Wrong employee, customer or vehicle Power BI N/A All good All good All good
Retail customer (full credit / rebill) OverDrive All good — payments net All good — first RO left open All good — first RO left open Inventory double decremented (correction req'd)
Retail customer (full credit / rebill) GP All good All good All good All good
Retail customer (full credit / rebill) Power BI N/A All good All good All good
GDYR national account (full credit / rebill) OverDrive All good — payments net All good — first RO left open All good — first RO left open Inventory double decremented (correction req'd)
GDYR national account (full credit / rebill) GP All good All good All good All good
GDYR national account (full credit / rebill) Power BI N/A All good All good All good

Next-day impact

Use case System Fix cash Fix revenue Fix COGS Inventory
Missed a discount on a paid invoice OverDrive All good — Cust Sat paid out nets out cash Remains overstated All good All good
Missed a discount on a paid invoice GP All good — Cust Sat nets out cash All good — Cust Sat or Bad Debt nets out revenue All good All good
Missed a discount on a paid invoice Power BI N/A Remains overstated All good All good
Wrong employee, customer or vehicle OverDrive All good All good All good All good
Wrong employee, customer or vehicle GP All good All good All good All good
Wrong employee, customer or vehicle Power BI N/A Does truncate and reload fix KPIs? All good All good
Retail customer (full credit / rebill) OverDrive Overstated (IT refunds/reopens RO) Overstated (IT refunds/reopens RO) Overstated (IT refunds/reopens RO) Inventory double decremented (correction req'd)
Retail customer (full credit / rebill) GP All good — Cust Sat nets out cash All good — Cust Sat or Bad Debt nets out revenue Overstated (ACCT correction entry req'd) Overstated (ACCT correction entry req'd)
Retail customer (full credit / rebill) Power BI N/A Does truncate and reload fix KPIs? Does truncate and reload fix KPIs? Fixed with OD correction entry
GDYR national account (full credit / rebill) OverDrive Overstated (IT refunds/reopens RO) Overstated (IT refunds/reopens RO) Overstated (IT refunds/reopens RO) Inventory double decremented (correction req'd)
GDYR national account (full credit / rebill) GP All good — ROA nets out cash All good — ROA nets out revenue Overstated (ACCT correction entry req'd) Overstated (ACCT correction entry req'd)
GDYR national account (full credit / rebill) Power BI N/A Does truncate and reload fix KPIs? Does truncate and reload fix KPIs? Fixed with OD correction entry

Open — the Power BI question is a question

Wherever the next-day table reads "Does truncate and reload fix KPIs?", that is an unanswered question, not a remedy. Whether a truncate and reload of Power BI clears the overstated revenue and COGS after a correction has not been established. Do not treat it as the fix.

Go-live & cutover notes

  • Treat the impact table above as the standing list of what a clean-up leaves behind: an Inventory double decremented (correction req'd) result needs an inventory correction, and an Overstated (ACCT correction entry req'd) result needs an accounting correction entry. Neither is automatic. (Finance / GP)
  • The workstream stays open and highly visible until OverDrive supports credit-rebill / RO correction for closed orders. At that point the workaround and this page retire. (Operations)

Open — nothing here has been agreed

These are unresolved. Do not treat any of them as decided procedure:

  • How a closed RO is corrected without OverDrive credit-rebill — VAST posts a negative RO plus a corrected replacement RO; OverDrive cannot. (Operations)
  • The accounting correction, so the original revenue and COGS aren't left on the books and duplicate / phantom entries are avoided. This was called out as a financial requirement, not a theoretical one. (Finance / GP)
  • The owner and approval path for credit/rebill and correction transactions. (Operations)