Refund
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 dialogue.
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.
Once the relevant order is in view, tap the return or exchange button to process a return or exchange. A list of all items in the order are displayed.
To return an item, tap the 
icon displayed within each item tile, this will generate a pop up for you to enter the reason for return, as well as quantity - if multiple were purchased.
The tile will update to indicate that the item is being returned, tap the 
icon to undo your action.
The payments section will update to show the total to refund:
Sub-total - Total order value including VAT of items not being returned
VAT - Total VAT of items not being returned
Original Discount - Total discount of items not being returned if any
Discount - Total discount of new items being exchanged if any
Payments received - Total payment received on the original order
Total to refund - Total value of the item(s) being returned including VAT and any discounts
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.
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was buy one get one free and the customer returns one of the items the total refund would be zero as the promotion is no longer valid.
Exchange
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 the 
icon 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.
Returns Bin
Returned items are not automatically returned to stock, they are sent to the Returns Bin, where they can either be written off (if damaged or faulty) or returned to stock. This cannot be accessed via the POS app, only the Back Office. The full step by step can be found here.
Refund/exchange (integrated payments)
Please refer to the integrated payments help guide for processing refunds/exchanges with SumUp, Paymentsense and Dojo.
Refund/exchange (Stripe online payments)
To process a refund in-store for a purchase made on your online store, select the items to be refunded, tap the Refund or exchange button and select Card as the payment type.
The card refund view will display the total to refund and the last four digits of the card being refunded. Tap the Next button to confirm the refund or Cancel to cancel the refund.
You can only refund the amount to the original card used to purchase the items online.
Your stripe account will be updated with any refunds made via your POS. If the card used to purchase the original items cannot be found you will be asked to manually process the refund using your Stripe account.
To process an exchange where money is owed, the payment transaction process is the same as a regular in-store purchase.