# KeyCRM: returns of goods and funds URL: https://bimpsoft.com/en/help/integrations/keycrm-returns/ Updated: 2026-11-06 > The KeyCRM integration creates a customer return and a customer refund document in Bimp when an order moves to the configured status. This works only for full returns. A return of goods requires a posted sales document, a refund requires a recorded customer payment, and both require a status configured on the "Returns" tab. ## Which returns the KeyCRM integration creates The integration automatically creates two kinds of documents in Bimp: a customer return of goods and a customer refund of funds. The document is created when the order in KeyCRM moves to the status you specified in the settings. Automatic return works only for **full** returns of an order. Process partial returns manually: [Customer return](https://bimpsoft.com/en/help/sales/customer-return/) and [Customer refund](https://bimpsoft.com/en/help/sales/customer-refund/). ## How to set up returns The settings are on the "Returns" tab in the integration window (**Sales → Orders → Integration connections**, then the "Returns" tab). 1. In the "Customer return of goods" block, turn on **"Allow loading the document from KeyCRM into Bimp"**. 2. In the "Status for creating a return" field, choose the KeyCRM status at which a return of goods to the [warehouse](https://bimpsoft.com/en/help/inventory/warehouses/) is created in Bimp (for example, "Return of goods" or canceled). 3. In the "Customer refund of funds" block, turn on "Allow loading the document from KeyCRM into Bimp" in the same way. 4. In its "Status for creating a return" field, choose the status at which the refund document is created (for example, "Refund"). 5. If needed, turn on "Reload documents" in each block. 6. Save the integration. ![The "Returns" tab of the KeyCRM integration window: the "Customer return of goods" block with the "Allow loading the document from KeyCRM into Bimp" and "Reload documents" switches on and the status canceled; the "Customer refund of funds" block is off, the status field is empty](https://bimpsoft.com/help/_img/d2d35d70-9a1f-4c64-8be5-6d56e961c347.webp) Bimp does not guess when you returned money or goods: the only signal is a change of the [order status](https://bimpsoft.com/en/help/sales/order-statuses/) to the value linked to the operation. For the general integration setup: [Setting up the KeyCRM integration](https://bimpsoft.com/en/help/integrations/keycrm-setup/). ## Why the return of goods document from KeyCRM was not created The return of goods document is not created when the order has no posted Sales of goods and services document. Bimp works sequentially: order, then shipment (sale), then return. It is impossible to return to the warehouse what was not sold on paper. **How to fix.** 1. Open the [customer order](https://bimpsoft.com/en/help/sales/customer-order/) in Bimp. 2. Check whether a posted Sales of goods and services document has been created based on it. 3. If there is no sale, first post the shipment: [Shipment](https://bimpsoft.com/en/help/sales/shipment/). After that, the return will synchronize correctly. A sale from KeyCRM can be created automatically if "Allow loading sales" is on on the "Sales" tab and the status for creation is set. ## Why the refund from KeyCRM was not created A refund is not created when the order has no recorded payment. Technically it is impossible to return money to a customer if Bimp does not see that they paid for this order. **How to fix.** Before processing the return, make sure that: 1. A posted Customer payment document has been created for the order: see [Customer payment](https://bimpsoft.com/en/help/sales/customer-payment/). 2. The payment status in KeyCRM matches the actual receipt of funds. Payments from KeyCRM are loaded if "Allow loading payments" is on on the "Payment" tab and the payment types are mapped to Bimp accounts or cash desks. ## Why the payment refund is not created after changing the status to "Return" If you changed the order status in KeyCRM to "Return" but the financial document was not created in Bimp, the cause is that the link between the status and the operation is not configured. **How to fix.** 1. Open the KeyCRM integration settings and the "Returns" tab. 2. In the "Customer refund of funds" block, turn on "Allow loading the document from KeyCRM into Bimp". 3. In the "Status for creating a return" field, choose the status you use for refunds (for example, "Return", "Refusal" or "Canceled"). 4. Save the settings. > [!WARNING] The setting applies only to future changes. The return document is created automatically only when a manager moves the order to this status after the settings are saved. For orders whose status was changed earlier, create the return document manually. ## A return is not created because the customer name was changed If the integration uses customer lookup by name alone, and the customer's name in KeyCRM was changed after the order was placed, Bimp will not find the order by the new name. Automatic creation of a payment, sale or return for it will not happen. Use customer lookup by ID, phone or e-mail: see Setting up the KeyCRM integration. ## FAQ **Are partial returns supported through the KeyCRM integration?** No. Automatic return works only for full returns of an order. Process partial returns manually in Bimp. **Why was the return of goods document from KeyCRM not created?** The order has no posted Sales of goods and services document. Only what was shipped can be returned. Post the shipment first. **Why was the refund from KeyCRM not created?** The order has no posted Customer payment, or the status for creating a refund is not configured on the "Returns" tab. **Will a return be created for orders whose status was changed before the setup?** No. The setting applies only to future status changes. Create the return document manually for old orders.