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Customer Refunds in NAV or D365 are essentially comprised of two transactions. One is the initial Credit Memo or Payment which causes a credit balance in NAV and the second is the actual refund paid to the Customer. Your company might have a credit memo or payment already on file from a previous product return or over-payment. If the money is not for an existing credit balance in Accounts Receivable, you must create a Credit Memo first. For exact steps of how to process a Customer Refund in NAV, please follow the Video: