Error: Cannot return this Serial number. Sold to Invoice...

EPASS Support

28-Apr-2026

When trying to return a Serial to inventory you see the following message 

PASS

Cannot return this Serial number.
Sold to Invoice: ####, ####
[OK]

The values in the message reference the Sold to Invoice and Sold to Customer.
 

Sold To Invoice 

In the scenario, the Sold To Invoice is 17940. You must go to that invoice and make sure that the Invoice Status is Finished.

Sold To Customer 

You must return a serial to the same customer it was sold to. 

If we look at the return invoice for this model:

The Bill To was set as JO. But on the original Sold To Invoice it was 222999.

This is why you cannot return this serial; the Bill To address is different. For a return to be valid, the Sold to Customer and Sold to Invoice details on the original invoice must match the return invoice.

In our scenario, if you set the Bill To customer to 222999 on the return invoice, then the return of the serial will happen without issue.