As a distributor, giving your customers the ability to process credit requests in-app helps reduce manual work and delays. By scanning barcodes or entering product numbers, operators can flag damaged, missing, or incorrect items instantly, right from their mobile device. This workflow ensures accurate and traceable credit submissions, faster response times for issue resolution, and fewer disputes with reduced lost revenue.
Distributor Setup
The Pepper credit request tool can support more flexible, configurable workflows to match your credit processes.
Here are a few of the configuration options distributors can set up:
Variables | Description | Possible Options/Examples |
Who can submit credits | Controls who has access to create and submit credit requests |
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Item eligibility | Defines which products can be credited based on your policies |
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Invoice requirement | Determines whether a credit request must be linked to an invoice |
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Reason codes | Lists and manages available credit reasons and who can see them |
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Time Window | Sets how long after fulfillment a credit can be submitted |
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How to Create a Credit Request
There are different ways to initiate a credit request:
With a barcode scanner/device camera
On an individual item
From an invoice
With a Barcode Scanner or Device Camera
Step 1: On the Order Guide tap the barcode icon in the search bar and select “Credit Request Scan.”
Step 2: Scan the item’s barcode, or search by product name or number.
Items are automatically divided between:
Eligible for Credit (within your policy’s window)
Not Eligible for Credit (expired timeframe or excluded reason code).
If an item isn’t eligible, reps will see a policy explanation, such as: “Credits require an invoice within 72 hours for fresh items and 14 days for shelf-stable items.”
Step 3: Complete Credit Details
Once the item is selected:
Select a Reason (e.g., Damaged Product, Refused Product, etc.)
Attach the Invoice to tie the request to the original order.
Select the Item Quantity
Add Notes to clarify the reason
After details are complete, tap Done. Then, continue to scan or search for additional items to request credit for.
In this example, a guaranteed credit request reason was selected. Selecting a guaranteed reason reveals the option to not link the credit request to an invoice.
Step 4: Submit for Review
After reviewing the completed credit requests and adjusting quantities, tap Send credit request.
In this example, since Apple, Braeburn isn't connected to an invoice, it's marked as 'Never fulfilled'. The ability to request credit on a non-invoice item can be configured per distributor.
On an Individual Item
Step 1: Find an item
Depending on the distributor's settings surrounding item eligibility for credit requests, certain items will have the option when you tap the 3-dot button on an item card. For example, if only items tied to an invoice are eligible, non-invoice items won't show the option to request a credit when they are opened.
Step 2: Tap 'Credit request'
Step 3: Enter credit request details
From the drop-downs, select a reason and invoice. Add the number of units to request credit for (the max will depend on the invoice selected) and add any additional notes or photos of the item.
Step 4: Tap Submit
From an Invoice
Step 1: Navigate to the Payments tab, then, select an invoice.
Step 2: Tap the 3-dot button in the top right corner of the screen. Tap 'Credit request'.
Step 3: From the items eligible for credit, tap one to enter a credit reason, additional notes, and a photo. Tap Done to confirm.
Step 4: After entering credit request details for the desired items, tap 'Continue with # items'.
Step 5: Review and send credit request.
From here, the items can be reviewed and quantities changed. Tap 'Send credit request'.
Credit Request Review and Confirmation
After a credit request is submitted, an email confirmation is sent to anyone who has access to the account and has Enable credit request emails turned on. This setting can be changed under the user's profile in User Config.
The credit request will automatically route to your distributor’s back-office system for validation and processing.
Example - Credit request confirmation email:
Credit requests can be reviewed through the Orders tab in the credit request section:
Credit requests - web app
In the mobile app, credit requests can be found under the credit request section of the 'Past' Orders tab.