Refund and exchange items on the POS app

To return/exchange an item (if you have permissions), select the relevant order from the sales history or scan the receipt barcode straight from the main Sell view.

If the customer does not have a receipt, from the Sell view, add the item to the order, tap the order tile and select Sales History from the modal. The Sales History view will be displayed, filtered to only include sales including that particular product in the past 90 days. This will make it easier to find the correct order. Use the Store and Date range filter to reduce the number of results.

Tap the order number to view the order then Refund/Exchange order to navigate to order loaded on the sell screen.

To return an item, tap the arrow displayed within each item tile to display the return modal.

Enter the quantity to return (defaulted to 1) and select a reason for return. Return reasons are predefined from back office Settings > POS configurations. The tile will update to indicate that the item is being returned, tap the arrow again to undo your action.

The payments section will update to show the total to refund:

Tap the Refund or exchange button to proceed to the total to refund view, then select the method in which the refund is being given. Only payment methods that allow refunds will be displayed, this is configured from back office Settings > Payment methods.

If a customer returns an item that was included in a promotion, the promotion will no longer be valid. For example, if the promotion was buy one get one free and the customer returns one of the items the total refund would be zero as the promotion is no longer valid.

If a customer wishes to exchange an item, mark the item that is being returned and add a new item to the order in the same way as a regular order.

If a discount was applied to the original order and you wish to discount the exchanged item, tap % and add a discount to the new item(s). Tap the Refund or exchange button to proceed to the total to pay view then select the payment method.

If an item is returned and added to the return bin based on reason types created from back office Settings > POS configuration, the item will need to be processed.

Items in the return bin can either be written off if it's damaged or faulty for example, or returned to stock if a change of mind return. Please refer to the return bin article on how to action items from the back office.

When a refund is processed, if you are using the following integrated payment providers:

The sum will be refunded automatically to the card details provided by the customer via the payment provider

If you are using non-integrated payments or other online payment providers, you'll need to process the return in Saledock to ensure financial reports are updated correctly, but also manually refund money from the payment provider account or card machine.