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Find a till sale by its receipt number, take items back and refund the customer the way they paid.
A return at the till is done in one step: the goods are on the counter, so there is no request to approve. It works for sales made at your tills only. Online orders are returned from the Returns page. See Returns.
The owner and Shop Managers can always take a return. Cashiers and Shop Sales Managers can only when Cashiers may take returns and give refunds is ticked in the till rules. The return period of your returns settings does not apply at the till.
Select Return in the bar at the top of the till.
Type the Receipt number from the customer's receipt and select Find.
The table lists each Product with the quantity still Returnable.
Why the items come back is required.
Card refund reference (when the sale was paid by card) is required when part of the refund goes back to a card.
Select Refund. The till answers Return completed with the amount.
The screen says: "The money goes back the way it was paid: cash from this drawer, card through the terminal, gift card and wallet automatically."
| Paid with | Refund |
|---|---|
| Cash | You hand it over from this register's drawer. The drawer must hold enough |
| Card | You refund it on your card terminal and type the terminal's refund reference. The platform does not refund the card |
| Gift card | Its share is put back on the gift card |
| Wallet | Its share is put back in the customer's wallet |
A sale paid in several ways is refunded to each in proportion. Items ticked Back to stock return to the stock of this register's location. The return is saved as refunded.
A sale made at another location can be taken back here only by the owner or a Shop Manager.
A gift card that has expired or was switched off cannot take its share back, and that share is never paid out in cash. The till explains this and names the amount.
The owner or a Shop Manager is then asked "Give the gift-card share to the customer's wallet as store credit instead?", followed by "Why store credit instead of the gift card?". With a reason, that share goes to the customer's wallet.
This needs a customer on the sale and the wallet switched on. Otherwise the owner can issue a new gift card for that share. See Gift cards.
| Message | Meaning |
|---|---|
| "Only the shop owner or a manager can take returns at the till." | The till rule for cashier refunds is off |
| "No sale of this shop's tills has this receipt number. Online orders are returned from the Returns page." | Wrong number, an online order, or a sale of a location you are not assigned to |
| "Every item of this order has already been returned or is not returnable." | Nothing is left to return |
| "At most … can be returned." | Lower the quantity |
| "Choose at least one item to return." | Type a quantity on a line |
| "Say why the items come back." | Fill in the reason |
| "Enter the card terminal's refund reference." | Fill in the card refund reference |
| "The drawer should hold only …: this much cash cannot come out of it." | The drawer does not hold enough cash for the cash share |