Using POS you can process Refunds, Returns and Exchanges of sales easily by using:
If you're unable to find the original transaction or the sale was processed in a system other than Retail Express, you can process a "Blank Refund" (a refund processed without a prior sale).
Processing a Refund
To process a refund:
- Log into POS
- Click Returns
- Log in with your User ID
- Enter the Invoice Number by entering the Invoice Number into the Sales Invoice # field
Tip: You can also scan the receipt barcode directly into the Sales Invoice # field, or use any of the other filters to locate the sale
- If the sale isn't displayed, the user may be restricted from viewing sales for that Outlet.
- Click the Select button for the appropriate Invoice row to select the Invoice/Order for Return
- Click Next
- The Available to Return column will display the number of products on the original sale
- Select from the Saleable Stock or Faulty Stock columns to enter the quantities against the products to be returned into the Inventory
Tip: Faulty Stock will be returned into Inventory but will not update the Available value (as they're not available for resale)
- Select the Return to Outlet - the Outlet/store location where the items are being returned to
- Click Next
- Review and update the Refund Amount
📋 Note: By default the Refund Amount will be the total paid for each product; this value can be edited if required by manually typing in a figure e.g. if the stock was damaged and you're refunding only a partial value. This value can only be edited if the product was Fulfilled i.e. the customer received the stock
- Refund the Freight if appropriate
- The Totals will be displayed at the bottom of the page
- Press Next
- Review the details of the refund
- Select a Refund Reason either for individual lines or using the drop-down at the bottom to bulk update all products
Tip: You can create your own custom reasons as required in Back Office - refer to the
Settings - Return Reasons article for more information
- Click Create Refund
- The Refund/Exchange transaction will be created
Tip: Products will be updated to display a Refund icon, and will have a negative quantity
- Provide a refund to the customer using any of the three options below
Tip: You can use one or more of these options together in the sale e.g. you could exchange the product for a new one and provide a cash refund for the remaining balance owing to the customer.
- Click Finalise to finish the sale
Refund options
If the Balance Due shows as a negative you will be able to give money back to the customer.
- Click the Payment tab
- Click the arrow corresponding to your tender type e.g. Cash
- Click Pay
Note: If using an integrated payment method it will prompt the integration; if your system has not been configured for this you will need to contact your software vendor e.g. Tyro, PC-EFTPOS
- The return will be recorded in the section on the right
- Click Finalise to complete the sale
Update as of February 2020 - PC-EFTPOS has been renamed to Linkly but is still currently referred to as PC-EFTPOS within the Retail Express application.
You can exchange the products for the customer by adding them to the newly-created refund sale.
- Click the Products tab
- Add the products to the sale by scanning the barcode or using the Search functionality
- Review the Order Total - if the amount is positive the customer will need to pay for the remaining balance; if it's negative you will need to either continue to add products or use one of the remaining refund options to bring the balance back to zero.
You can choose to issue the customer with a store credit/gift voucher to be redeemed in a future sale.
Tip: Using the
Shopify Gift Voucher integration you can synchronise vouchers with your web store so your customers can redeem the voucher either in-store or online (note that the Credit Note voucher type is not supported - you would need to use any of the remaining three options).
- Click the Products tab
- Click Create Voucher
- Select a Voucher Type
Important: (*Credit Terms are based on the status of the customer at the time of the refund)
- For a regular customer without Credit Terms* - select a Gift Voucher
- For account customers with Credit Terms* - select Credit Note (the refund will be displayed on the Account Payments report)
- The total amount to be refunded will be automatically inserted as the Voucher Value
Note: This can be edited to adjust the value if required
- Click Create Voucher
- If the Order Total is now zero, click Finalise to finish the sale
