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Returning Shipped Merchandise

Returns

For returned goods, the original invoice for the returned goods must be paid.

To return merchandise that was delivered to your office or department, complete the following steps:

  • Contact the company the merchandise was purchased from and request a pickup
  • Provide the following information:
    • Northwestern University
    • Department name
    • Contact name
    • Contact's phone number
  • For UPS packages:
    • Obtain a sticker from Authorized Return Services (ARS) or a call tag from the vendor
    • UPS will pickup the return merchandise
  • For all other delivered packages:
    • Obtain a Return Goods Authorization (RGA) number
    • Shipping and Receiving will contact you when the truck arrives to pickup the merchandise (arrangements will be made, if necessary, to assist you in transporting the return merchandise to the loading area)

Exchanges

If goods are exchanged, the Requester creates and submits a new requisition for the replacement goods. The original invoice for the returned goods and any invoices for replacement goods must be paid in full.

Credit Memo

The vendor needs to provide a credit memo for the returned goods. The department/school should forward valid credit memos to Accounts Payable (AP). The credit memo amount cannot be deducted from the original or any other invoice from the vendor. All invoices must be paid in full before the credit memo is processed. This helps to prevent later disputes over unpaid invoices.

Accounts Payable Credit Processing

Accounts Payable will call the vendor to confirm that the credit memo is still open. Occasionally, vendors will use a credit internally, sometimes even against a different order. If that is the case, AP will inform you that the credit cannot be used. Accounts Payable will make sure the credit for the returned goods is applied to the appropriate chart string. The credit to the vendor will be used on a future check to that vendor.

Non-Tuition Refunds to Individuals

Non-tuition refunds may be made to individuals by submitting a memo with original evidence of payment to Accounts Payable (AP). For a refund to a non-employee, the department/school may need to complete the process to add the individual as a vendor to NUFinancials through the NUPortal under the Purchasing & Payments tab before submitting the request to AP.

Incorrect or Damaged Shipments

If a shipment is received with incorrect or damaged goods, the packing material, packing slip, and/or shipping ticket should be saved. These may be needed if the items have to be returned or exchanged with the Vendor. Adhere to the following to ensure incorrect shipments are handled appropriately:

  • The Vendor's process should be followed to obtain proper authorization and shipping/return instructions.
  • The department/school shall notify the Vendor immediately in writing so that appropriate action may be taken such as issuing credit or providing a replacement.
  • PPS may be contacted to help settle any disputes or to negotiate a settlement.