Currently, for NetSuite only, Shogo provides multiple methods for handling refunds on itemized invoices. Since NetSuite Invoices do not permit negative values for inventory items, Shogo has specific handling to avoid creating invoices that will fail to sync to NetSuite.  Refunds (negative sales) must be mapped to a non-inventory NS item.  The recommended item type is "Non Inventory Item For Sale".

Refund Settings

There are two settings that control how Shogo handles Refunds: "Refund Handling" and "Itemized Refunds" which are both found on the General Settings > Accounting Options tab. 

Itemized Refunds

Since refunds are mapped to a non-inventory item and not to the NS inventory item that was sold, there is only one mapping row in Shogo for all returns which can be found under the "Discounts, Returns, Offsets" mapping section:

If the "Itemized Refunds" option is left disabled, then all refunds will be collapsed into one line on the Shogo Invoice.  I.e. even if 10 different items were refunded on a given day, Shogo would show one row for "All Refunds".  

In this example, 5 bottles of water have been sold at $2 each and 1 has been refunded.  One large fry has been sold at $5 each and one has been refunded.  The Shogo Refunds line below has a quantity of 2 which is the total number of items refunded.

If "Itemized Refunds" is enabled, all refunds will use the same NS item, but they will all be broken out on the invoice:

Gross vs Net Refunds

Gross vs Net Refunds controls whether the refunds are netted with sales, or broken out onto their own line.  If refunds are netted then some of the inventory impact from the returns will be captured by Shogo.  For example, 5 bottles of water have been sold and 1 has been refunded.  One large fry has been sold and one has been refunded.  This is the resulting entry when "Gross Refunds" is selected, where Shogo still shows all the sales and refunds broken out onto their own lines:

Gross Refunds

Under the same scenario, if "Net Refunds" is selected, Shogo net the 5 water bottle sales with the 1 refund, and net the 1 large fry sale with the 1 refund.  The Bottled Water Sales would be reduced by one and the Large Fry sales net to zero and are not shown on the invoice:

Net Refunds : Example 1

Lastly, another similar example of Net Refunds, say that two large fry orders were refunded instead of one. In that case, no Large Fry sales would be shown and one Large Fry Refund would be present in the All Refunds line:

Net Refunds : Example 2