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Library: Policy

OKDHS:2-11-38. Returned purchases, credits, backorders, and vendor disputes

Issued 8-1-06


(a) Returned purchases.  Boxes, containers, special packaging, and packing slips, are retained until it is determined the purchase will not be returned to the vendor.  Some items, such as software or fragile items, cannot be returned without the original packaging materials.

  • (1) The cardholder reads all enclosed instructions.  The phone number or instruction for returning the materials is obtained from the packing slip or itemized receipt.
  • (2) When products purchased with the purchase card (p/card) are returned, the cardholder works directly with the vendor.
    • (A) When a vendor requires a return authorization number to accept a return, the number is obtained from the shipper.  When a package requiring a return authorization number is returned without the number, the package is refused and no credit is issued to the cardholder account.
    • (B) The cardholder requests an itemized credit receipt for returned items.
    • (C) When returning an item due to vendor error, payment of the restocking fee is not allowed on the p/card.  The p/card may be used to pay the restocking fee when OKDHS returns an item, provided the restocking fee does not exceed limits included in DHS:2-11-35 or violate the Oklahoma Central Purchasing Act.

(b) Credits.  Documentation pertaining to returns and credits are retained and the monthly statement is checked to ensure the charge is credited properly.

(c) Backorders.  No charges are incurred for backorders.  Charges are only applied for an item that has been received or shipped from the vendor's dock.  When backorder charges are on the monthly statement, the cardholder works directly with the vendor to have the charges removed.

(d) Vendor disputes.

  • (1) When the cardholder and the vendor cannot resolve a disputed transaction, the cardholder:
    • (A) contacts the issuing bank's customer service within 60 calendar days at the phone number listed on the back of the p/card.  The issuing bank investigates the dispute on the cardholder's behalf and assists in resolution;
    • (B) completes and mails Form 10CL006E, Dispute, to the issuing bank for complete processing; and
    • (C) marks the transaction as disputed on the monthly statement and Form 10CL009E, Purchase Card Log.  Regardless of the status of the dispute, payment is made to the issuing bank.
  • (2) Resolved disputes are reflected on the monthly statement from the issuing bank as a credit.  When reconciling the issuing bank's statement and Form 10CL009E, the cardholder documents information in detail on Form 10CL009E to explain the purchase for which the credit is received.
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