Retail Express allows you to process refunds, returns and exchanges against completed sales, laybys, awaiting-payment transactions and account-customer orders. During the process, you can calculate the refund value and specify whether returned products should be placed into Available or Faulty inventory.
The customer can receive money back, exchange the returned products for other items or receive Store Credit for later use. When the original transaction cannot be located, you can create a blank refund instead.
Chapters
Timestamp | Chapter |
|---|
00:07 | Overview |
00:21 | Refunding a Completed Transaction |
00:26 | Finding the Original Sale |
01:02 | Calculating the Refund Amount |
01:35 | Returning Products to Inventory |
02:42 | Confirming the Return |
03:02 | Reviewing the Refund Transaction |
03:22 | Providing a Cash Refund |
04:04 | Exchanging Products |
04:38 | Issuing Store Credit |
05:12 | Combining Refund Options |
05:30 | Reviewing and Finalising the Refund |
06:02 | Refunding a Layby or Awaiting-Payment Transaction |
07:18 | Refunding an Account-Customer Transaction |
08:52 | Creating a Blank Refund |
Transcript
Retail Express provides different refund workflows depending on the status of the original transaction. You can refund a processed sale, cancel products from a layby, credit an account customer or create a blank refund when the original transaction cannot be found.
Refunding a Completed Transaction
From the POS landing page, select Returns and enter your user ID.
You can enter the original sales-order number directly or use the other filters on the screen to locate the original transaction.
For example, you can search for transactions completed within a particular date range.
Select the required transaction using its checkbox, then select Next.
Calculating the Refund Amount
The first step is to specify how much money is being refunded or exchanged.
You can select Click Calculate at the top of the screen to include every product from the original order.
Alternatively, select Calculate against the individual products being refunded.
You can also enter the required refund values manually into the amount fields.
The total refund value is displayed at the bottom of the screen.
Select Next to continue.
Returning Products to Inventory
The next screen determines whether physical products are being returned to inventory as part of the refund or exchange.
The Available to Return quantity shows the number of units from the original transaction that were fulfilled to the customer.
Enter the quantity that should be returned to Available inventory for resale.
You can use the upper arrow to return all eligible products or select a quantity against an individual product line.
When returned products are damaged or cannot be resold, enter the quantity in the Faulty section instead. Retail Express places these units into Faulty inventory rather than making them available for sale.
Select the Outlet where the products are physically being returned.
When no physical products are being returned, select None, Skip.
Confirming the Return
The confirmation screen summarises the information entered during the previous steps.
Select the reason for the return. Available refund reasons can be customised through the POS settings.
The Refunds Report in Back Office can be used to review refunds processed through POS.
After checking the details, select Next.
Reviewing the Refund Transaction
Retail Express creates a new refund or exchange transaction.
The products, refund value and inventory movements are recorded as part of this new transaction.
Each returned product displays a refund icon. The product quantities and order total are shown as negative values.
You can now provide a cash refund, exchange the returned products or issue Store Credit.
Providing a Cash Refund
To return money directly to the customer, open the Payments tab.
The balance due is displayed as a negative amount, indicating that money must be paid back to the customer.
Select the tender type being used for the refund.
For example, to provide a cash refund, select the arrow beside Cash, then select Pay.
Retail Express records the complete cash refund amount. Remove the corresponding cash from the register and provide it to the customer.
Exchanging Products
To exchange the returned products for other items, return to the Products tab.
Scan or search for the replacement products and add them to the transaction.
As products are added, the negative refund total is reduced. When the replacement products are worth more than the returned products, the order total becomes positive and the customer must pay the difference.
When the replacement products are worth less than the returned products, the remaining amount can be refunded or issued as Store Credit.
Issuing Store Credit
To provide the refund value as Store Credit, select Create Voucher.
Retail Express automatically enters the total refund amount as the voucher value and selects Store Credit as the voucher type.
You can change the voucher value or type where required.
Select Create Voucher.
The voucher is added to the transaction and reduces the outstanding refund balance.
Combining Refund Options
You can combine multiple refund methods within the same transaction.
For example, the customer could:
- Exchange some returned products for replacements.
- Receive part of the refund as Store Credit.
- Receive the remaining amount as a cash refund.
Continue adding products, vouchers and refund payments until the order balance is correct.
Reviewing and Finalising the Refund
The Invoice tab displays a red R symbol to identify the transaction as a refund.
Open the Refunds/Cancellation subtab to review the original sales order associated with the refund.
After reviewing the transaction, select Finalise and close the sale.
Retail Express records the refund, exchange, payment and inventory movements.
Refunding a Layby or Awaiting-Payment Transaction
To refund or cancel products from a layby or awaiting-payment transaction, return to the POS landing page and select Returns.
Locate the original transaction. For example, you can search using the customer’s name.
Select the required layby or awaiting-payment transaction and select Next.
Enter the quantity of each product being cancelled from the original sale.
You can cancel only part of the order and leave the remaining products active on the original layby. Alternatively, you can cancel and refund all products.
After entering the cancellation quantities, select Next.
Complete the remaining refund, inventory and payment steps in the same way as a refund against a processed transaction.
Refunding an Account-Customer Transaction
An account customer may return products from an order that has been fulfilled but not yet paid.
From the POS landing page, select Returns and locate the account customer’s original transaction.
Select the order and complete the normal refund steps:
- Calculate the refund amount.
- Enter the quantities being returned to inventory.
- Select the return reason.
- Create the refund transaction.
Because the original order was charged to the customer’s account rather than paid using a tender, you do not need to enter a cash or card refund.
Select Finalise while the balance due is still negative.
Retail Express recognises that the transaction belongs to an account customer and creates Store Credit against the customer’s account.
The Store Credit can be reviewed from the Invoice or Products tab.
Close the transaction after confirming that the credit has been created.
Creating a Blank Refund
Create a blank refund when the customer’s original sales transaction cannot be located.
From the POS landing page, select Returns.
Instead of searching for an original order, select Create Blank Refund in the lower-right corner of the screen.
Scan or search for the products being refunded.
Confirm the refund amount displayed on the right side of the screen, then select Next.
Complete the remaining return, inventory, reason and refund-payment steps using the same process demonstrated for the other refund types.