Process a return or an exchange

How do returns and exchanges work?

You find the original sale, mark the items and quantities coming back, and save the return. Stock goes back to the location and the amount is refunded or kept as credit. An exchange is a return followed by a new sale for the replacement, with the credit used to pay for it.

Holiday returns and “wrong size” exchanges after Eid gifts are where this pays off: every movement is traceable.

Before you start

• Your role must have permission to process returns (invite staff and set roles).
• The customer’s receipt, or their name or phone number to find the sale.
• Your return policy: time limit, tags attached, sale items excluded.
• The register open, if you will hand back cash.

Step by step: a return

1. Go to Sell → List sales (or Recent transactions on the register screen) and find the sale by receipt number, customer or date.
2. Open the actions menu on the sale and choose Sell return.
3. The sale’s lines are listed. Enter the return quantity for each item coming back. Leave the rest at zero.
4. Check the return amount. Any discount from the original sale is applied proportionally.
5. Save the return. A return note is created and stock is added back at the location.
6. Pay out the refund:
   • Cash: add a payment on the return and record it as cash. It comes out of the open register.
   • Card: refund on your card processor’s terminal first, then record the payment as card.
   • Store credit: do not add a payment. The amount stays as credit owed to the customer.
7. Print the return receipt and give it to the customer.

Check the item first

Before you save, check the tags are on and the piece is unworn. If it is damaged, process the return, then record a stock adjustment for that piece so it is not counted as sellable.

Step by step: an exchange for a different size

1. Process the return for the original size as above, choosing store credit (no payout).
2. On the register, start a new sale for the same customer.
3. Scan the replacement size or color.
4. At checkout, pay using the customer’s credit or advance balance. If the new item costs more, take the difference in cash or card. If it costs less, the remainder stays as credit or is refunded.
5. Finalize and print the receipt.

The original size is back in stock, the new size is out, and both movements are recorded against the customer. More on policies and stock is on the returns and exchanges page.

What about returns to my supplier?

Faulty stock you send back to a supplier is a purchase return, not a sell return. Go to Purchases, find the delivery, and choose Purchase return. The supplier’s balance is reduced and stock is taken out.

Common problems

I cannot find the Sell return option

Your role does not include return permission. Ask the owner or a manager to add it, or have them process the return.

The refund is less than the price paid

The original sale had a discount or the customer used loyalty points. The return refunds what was actually paid for that line.

The customer has no receipt

Search sales by their phone number or name. If the sale was to a walk-in customer, search by date and item. If you still cannot find it, follow your policy; many boutiques offer an exchange only.

Cash count is short after a refund

The refund was paid from the drawer but recorded as card, or not recorded at all. Check the return’s payment line and correct it before you close the register.