Order Refund, Return and Exchange on POS

1. Introduction

Customer journey doesn't always end at the initial purchase. Returns, refunds, and exchanges are an inevitable part of retail, and how effectively your POS system handles these processes can significantly impact customer satisfaction. This guide will show the best practices and functionalities that ensure a seamless experience for both your customers and your business.

📌 Useful note:

"Restock" means adding the item quantity back to inventory.
For notify customer about refund, you can find the message content at Settings > Notifications > Order Refund.
After refund, return or exchange, you can print updated receipt with added records of refund, refund or exchange.

2. Open the order

To perform order refund, return and exchange for walk-in customer, you need to open the order on POS first.

There are 2 methods you can open the order:

Search by order number

2.1 Log in to the location where the order is created.

2.2 Go to Orders.

2.3 Search for the order number > tap to open the order.

Scan order barcode

If it is an online order or you do not have access to the POS location where the order is created, you can scan order barcode to open the order.

2.4 Tap the scanner icon at POS home page > scan the order barcode.

Order barcode can be found in member app > Orders > tap to open the order > tap the tiny barcode icon:

3. Refund only

3.1 In the order page > tap Order refund.

3.2 Select refund type:

Amount – Manual refund to customer via the selected refund method
Credit – Refund as store credits and add to customer‘s account

💡 Tips: Learn more about store credits here.

Refund amount can be adjusted.

3.3 If customer earned points from this order, you can make Clawback earned points option:

If turned on, points earned will be deducted from customer's account.
If turned off, points earned will not be deducted from customer's account.

Tap Next button.

3.4 Review the refund details, tap Refund order button.

3.5 You can continue Restock items to selected location, if applicable. Else, Skip.

3.6 Order refund is completed.

4. Return / exchange at lower price (optional refund)

4.1 In the order page > tap Order return / Order exchange.

4.2 All bought items in the order are listed. For items that customer want to return, set the return quantity.

💡 Tips: If customer return the entire order, you can tap "Return all items" button to auto set the bought quantity for all items.

4.3 For Restock at current location option:

If enabled, returned items will be added to the currently logged-in POS location.
If disabled, returned items will not be added to the currently logged-in POS location (like write off).

Tap Next button.

4.4 If this is an exchange, tap Add product button to select the exchange item.

4.5 Set the exchange quantity > tap Next button.

📌 Note: Exchange items will be deducted from the currently logged-in POS location.

4.6 In order return summary, system auto calculate the Expected refund amount.

4.7 To make changes to refund, tap Amount to refund section.

4.8 You can:

Follow step 2.2 - 2.3 above to fill in refund details > tap Confirm button, or
Tap Proceed without refund button

4.9 Tap the final button to complete the return / exchange.

4.10 Order return / exchange is completed.

5. Exchange at higher price (top up)

5.1 In the order page > tap Order exchange.

5.2 Follow step 3.2 - 3.5 above to select return and exchange items.

5.3 In order return summary, system auto calculate the Amount to collect. Tap Return & Make payment button to proceed with the top up payment.