Point of Sale App Return (or Refund/Credit)
August 16, 2024
Description
How to process a return/refund/credit in the Point of Sale app
IMPORTANT!
Do not provide cash back to a cardholder for a credit card return.
A return (or refund/credit) may be performed either by using the original ticket or starting a new ticket and marking the items as returns. A void is not an option in Essentials. All voids will be processed as refunds. Refunds can be returned to the original payment card or to an alternative tender type, such as a store credit.
Return an item using the original ticket
Process a return using the original ticket when possible. This will refund the total sale amount including tax, if applicable. This method will not refund a tip added by the customer. When you return items on a ticket, the Categories & Items option is disabled. You can't mix a sale of new items with a return of items.
- To refund using the original ticket
- In the Point of Sale app ticket screen, tap Start Return at the bottom of the left panel.
- Search for and tap the desired ticket:
- To view a list of tickets, tap Search for a Ticket and look through the list of completed tickets on the Recall/Reprint screen.
- To search for a ticket by number or customer name, tap inside the Search field and enter the search information.
- To search for a ticket using the barcode scanner, scan the barcode on the customer's ticket to recall the original ticket.
- Tap Return.
- Select items to return individually or tap Select All to return all of the ticket items.
- Once you've selected all the items being returned, tap Done. The selected items to return and the return amount will display in the ticket area on the left screen panel.
- Tap Refund.
- Do one of the following:
- If the customer used a credit card for the original purchase, you will be prompted to return the amount to the original card. Tap Yes, and wait for the system to process the transaction.
- If the customer paid with another payment type, select the Tender Type. Select an appropriate tender type. For example, for a store credit, you might choose "Gift Certificate".
- Confirm the refund amount and print the receipt.
- Best practice is to print the receipt for a refund and mark the original receipt as refunded if available.
Return or exchange an item using a new ticket
To do a return on the same transaction as a sale, add an item to a ticket and then change the item to a return. This is also the method to use to refund a tipped transaction.
- To return or exchange an item using a new ticket
- In the Point of Sale app, add the item being returned to a new ticket.
- Tap the item to open additional tabs and options.
- Tap Change to Return. You can continue adding new items to the sale (as in an exchange or new sale) or refund the item(s) being returned.
- To return a tipped item
- Confirm that your user role permits a price override.
- Add the item to refund to the the ticket, as described above.
- Click any item in the ticket and select the Price Override tab.
- Add the tip amount to the item. For example, if refunding a breakfast sandwich that was $5 plus a $2 tip, add the breakfast sandwich to the ticket, then override the price to $7 (sandwich $5 + tip $2 = $7).
- Tap Change to Return.