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Essentials Suite App Return (or Refund/Credit)

June 18, 2025

Description

How to process a return/refund/credit in the Essentials, Essentials Light, or Retail App

What's in this article?

Solution: Essentials Light | Essentials | Retail

 

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. 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. If a sales ticket is started, the return option will not show. Clear the ticket first and then follow the steps below.

To refund using the original ticket
  1. In the app ticket screen, tap Start a Return at the bottom of the left panel.
     Start a return from the the ticket screen
  2. 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.

      Search for a ticket highlighted

  3. Tap Return.
     Return highlighted from ticket actions
  4. Select items to return individually or tap Select All to return all of the ticket items.
     Select all toggle highlighted in ticket details
  5. 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.
     Done highlighted
  6. Tap Refund. 

    Refund button

  7. 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".Refund options including EBTish, cash, check, credit card, UberEats, and manual credit card entry

      NOTE: If you are using an E800 or E700 terminal and the customer-facing display prompts for an Operator Password, and your Operator Password is unknown or if you would like the prompt removed, call us for assistance. 

  8. 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.
       Refund confirmation pop up

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
  1. In the app, add the item being returned to a new ticket.
     Home page with items displayed
  2. Tap the item to open additional tabs and options.
  3. 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.
     Item added to ticket and change to return highlighted
To return a tipped item
  1. Add the item to refund to the the ticket, as described above.
    NOTE: Confirm that your user role permits a price override. 
    Item added to ticket
  2. Click any item in the ticket and select the Price Override tab.
     number pad to adjust price and price override highlighted
  3. 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).
  4. Tap Change to Return
     Change to return highlighted

Return a debit purchase

Debit card transactions are processed like credit card transactions; however, attempts to perform a refund on the payment terminal to a debit card will result in an "invalid request error" message. To return/refund a debit purchase on a closed ticket, perform a void immediately in Business Advantage 360 online banking


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