Customers can change their minds about a product or may have seen something else they want more. If they do change their mind, the products they purchase can be exchanged or refunded easily and quickly.

You can return a sale from any outlet within your Retail POS store, meaning if the sale was originally purchased from your online store or another outlet, it can be returned to the customer's closest physical store.

Use the following drop-down guides to process a return as either an exchange or refund. The process is the same on both Retail POS for Mac or PC and Retail POS on iPad.

Returning as an exchange

Sometimes customers aren’t always completely satisfied with a purchase and may want to exchange their purchase for other product(s) within your store.

To process an exchange, follow the steps below:

1. Navigate to Sell > Sales history and find the sale you would like to return. Click on the Process return tab and search for the receipt number of the sale to find it faster.
2. Once the sale is located, click the reverse arrow icon to begin the return.

   

   If a cashier user is unable to process returns in your store this reverse arrow will be greyed out and unclickable. To check your account permissions, navigate to Setup > Users > Roles.

3. If a customer is not attached to the original sale, you will be asked to add a customer to the return here. You can skip this if you do not wish to add a customer to this return, however, a customer is required in order to issue store credit on any value owing later.

   

4. The return will now be in the Sell screen and the item(s) in this sale are listed as a negative quantity and value, indicating that they will be returned. Return items cannot have their price adjusted.

   

5. Remove any products that the customer is not returning. To do this, click on the Trash icon next to any items you wish to remove.

   

6. Add the item(s) your customer wants to exchange with, to the sale. These will be represented with a positive quantity and value.

   

7. You will see the red Refund button turn into an Exchange button if the value of the new item(s) is higher and you can charge the customer the difference. The Exchange button will remain red if you owe the customer the difference in value.

   

8. Click on the Exchange button and process the exchange as you would a regular sale in the Sell screen. If red, click the Exchange button and choose the payment type you wish to process the refund with.
9. Click Complete sale to finish the exchange and issue the customer with an updated receipt.

Returning as a refund

Sometimes customers aren’t always completely satisfied with a purchase and may wish to return it. If a suitable exchange cannot be found, the next option is to refund the payment.

To process a refund, follow the steps below:

1. Navigate to Sell > Sales history and find the sale you would like to return. Click on the Process return tab and search for the receipt number of the sale to find it faster.
2. Once the sale is located, click the reverse arrow to begin the return.

   

   If a cashier user is unable to process returns in your store this reverse arrow will be greyed out and unclickable. To check your account permissions, navigate to Setup > Users > Roles.

3. If a customer is not attached to the original sale, you will be asked to add a customer to the return here. You can click Skip if you do not wish to add a customer to this return, however, a customer is required in order to issue store credit on any value owing later.

   

4. The return will now be in the Sell screen and the item(s) in this sale are listed as a negative quantity and value, indicating that they will be returned. Return items cannot have their price adjusted.

   

5. Remove any products that the customer is not returning. To do this click on the Trash icon next to any items you wish to remove.

   

6. Click the red Refund button and choose the payment type you wish to process the refund with.

   

7. Click Complete sale to finish the refund and issue the customer with an updated receipt.

It is important to note that you may only complete a return on fully paid sales, including fully paid On account and Layby sales. You cannot process a return on an open On account or Layby sale, or existing return transactions.

If you are returning a Worldpay, Tyro, or Zettle sale, please make sure you choose the right payment type and follow the instructions on Retail POS and your payment terminal screen.