You can issue refunds or process exchanges either by finding the original sales transaction and refunding it (refund by reference), or by creating a new sale and converting it to a refund (an ad hoc refund). However, issuing ad hoc refunds is only possible in the Manager tab. For more accurate and thorough record-keeping, we recommend refunding from the original transaction whenever possible.
A refund or exchange in the Retail POS app involves:
Refunding the original sale is not only helpful for your record-keeping but can also help you eliminate fraud. It will also prevent you from refunding discounted items at full price. From the Sales screen, you can find the original sale by:
The fastest way to find a sale is to simply scan your customer's receipt with a barcode scanner. This will filter the list to the specific sale.
If your customer has their receipt but you don't have a barcode scanner:
If your customer doesn't have their receipt, use the search bar and filters to find a sale based on its details. Other viewable details in the Sales panel and Details panel (e.g. date, total and items) can also provide more context and help you find a specific sale.
As your customer doesn't have their receipt and you don't know the sale number, the third detail you can search for in the search bar is your customer's name.
You can use the filters to group your sales by the following details:
Now that you've found and selected the sale, select the items to refund:
If during the refund your customer wants to purchase items as well, you can create an exchange by adding items to the sale. The register will calculate the difference and clearly display whether you owe your customer a refund (sale total is a negative value) or your customer has a balance to pay (sale total is a positive value).
To begin an exchange:
The total will show the balance due or owing after factoring all the items in the exchange. In the case where an item is being exchanged for another item of the same price (but different size, for example), the balance will be $0.00. Complete the sale to adjust your stock quantities for all items involved in the exchange.
Along with adding items to an exchange, you can also sell or recharge gift cards.
If your exchange's total has a positive value, you can simply process the payment as you would when making a sale and skip ahead to section 6. Printing or emailing the receipt (optional).
If your refund or exchange's total has a negative value, the refunded amount may be subject to certain restrictions based on:
For example, if $100 of a $200 sale was paid for using the Credit Account payment type and that payment type can only be refunded as Credit Account according to its settings, you will have to refund your customer at least $100 of the total $200 refund in the form of store credit.
If you are refunding from the original transaction (refund by reference) and it was paid for by credit card, you can select that card as the payment type to automatically send the funds back to the card.