Take back an item and refund the customer

Open the original sale, tap Return, pick the devices, set the refund, method and reason. The refund is recorded and the device comes back for inspection.

Who can do this:

Owner, Store Admin, Manager, Supervisor-Approver (role defaults; the owner can change them)

When a customer brings back something they bought, record a return from the original sale document. The system creates a separate return document, records the money refunded, takes that amount off the device's revenue and brings the device back into stock awaiting inspection. The original sale document stays intact.

Before you start

• You need the Accept returns and refunds permission. By default it is held by: Owner, Store Admin, Manager, Supervisor-Approver.

• Returns are made from a completed sale or trade-in, while the device is still sold.

• If you made that sale yourself, or the refund is above the limit, a second person must approve. See When a void or refund needs a second person.

1. Open the original sale from Transactions, searching by its receipt number.

2. Tap Return.

3. Tick the devices the customer is returning. If the bill has several, choose only the returned ones.

4. Check each Refund amount. The device's net revenue is filled in; you can lower it but not raise it.

5. Choose Refund by and write the Return reason.

6. If an approver is needed, have them enter their code at the counter, or tap Ask for approval later.

7. Tap Confirm return, then print the return receipt for the customer.

After the return

• The return document is numbered from RTN, prints as Return/refund receipt, and links to the original sale under Related documents.

• The device comes back into stock as Awaiting inspection. Inspect it before selling it again. See Inspect with the checklist and set a grade.

• The device's revenue drops by the amount refunded. With a partial refund, the rest stays as shop revenue.

• The card fee on the original bill stays as a cost; it isn't refunded with it.

Which refund methods are available

You can refund by cash, transfer, PromptPay, cheque or other. There's no option to refund to a card. If the customer paid by card, refund through a method your shop can really use, and choose that method.

If you recorded a return by mistake

Void the return document. The device goes back to sold and the refund is reversed. This works as long as the device hasn't been sold again. See Void a document: steps and reason.

Return or void the sale

Use a return when the sale really happened and the customer brings the item back. Use a void when the sale was recorded wrongly, for example the wrong device was chosen. If a sale has a return against it, void the return first before voiding the sale. See Why bills can't be deleted, and voids are used instead.