Process returns and exchanges
Find the original sale, review refundable quantities, and record the outcome.
Before you start
Sign in with access to Returns or Sales and have the original transaction ID or item barcode. Confirm the return location, the condition of the goods, and the applicable store return policy. A return beyond the allowed period may require a Manager or higher role.
Return items
Open Returns, choose the location receiving the goods, enter the transaction ID, and select Load.
Review the sale and each item's refundable quantity. Set the actual return quantities; do not exceed what remains refundable.
Check the calculated refund. If an authorized override is needed, review the new amount before selecting a refund tender.
Record the return and verify the resulting receipt or return record. Recheck stock and the original transaction if the outcome is unclear.
Exchange items
In Sales, use the exchange or return-items flow to add the original items, then add the replacement products to the cart.
Check available stock, prices, return amounts, and the net total before completing the transaction.
Confirm the transaction and verify both returned and outgoing items in the resulting record.
Troubleshooting
An invalid transaction ID, missing sale, or expired return window blocks ordinary processing. A previously returned item may have no refundable quantity left. If recording fails, reload the transaction and check whether a return was already saved before trying again. Do not promise an emailed receipt or return invoice from controls marked coming soon.