How to process a return / refund

If a customer returns some goods, the sales staff are prompted to select a reason for the return.  If the customer has the original docket, the barcode on the docket can be scanned to recall the original sale.  If a return must be processed on the original docket, this can be searched for.  See How to search for a transaction.

1. Position the cursor in the entry field
2. Scan the barcode printed on the docket of the original sale.

This will retrieve the sale and display the details on the screen.  If the barcode can’t be scanned, the barcode number can be manually entered.

3. Use the mouse or arrow keys to select the items which are returned, click on the line to highlight the item.
4. <F7> to process return and user is prompted to select a Return Reason.
5. Choose a reason using the mouse or the Arrow <é>, <ê> .  Extra text can be entered in the field below if required.

6. Use the <enter> key or the mouse to click on the <OK> button to validate and go back to the sale screen. The quantity of the goods  will have been changed to negative.
7. If several items are returned, repeat steps 3-6
8. If not all items are returned, delete the lines using the procedure detailed above.
9. If gift vouchers are used to process refunds or returns, See How to process a return / refund using gift vouchers.
10. When all lines have been returned or deleted, use the <F9> function key to refund the customer, as per standard sale.

11. The "Refund" screen appears, press <Enter> or click <Complete> button to complete the refund.

• Depending on your settings, the Customer Entry screen may display. You will not be able to complete the refund until you attach an existing Person, or enter new Person details against the transaction.
• You can hit <F8> key to view the payment history of the original sale.
• The <F7 Set Refund> button is used if you want to specify the refund method other than the default tender for this particular refund. Applicable refund tenders are set at the back office.
• The <F4 Refund Override> button is only visible for a user who has security. It is used to specify the refund tender regardless of what have been set up at the back office.
• If a credit note is used to refund the customer, a credit note docket will print after the return docket.
• If the customer does not return the docket, simply scan the barcode of the items returned, and then follow the procedures beginning from step 3.  Normally only credit note will be available as the refund tender unless you have security to override. The Search <F12> function  can also be used to search for styles.