# Returns and gift cards – return policy, store credit

> Set your return policy (refund, store credit, gift card, exchange), return reasons and fees, sell and accept gift cards, and track returns.

Source: https://docs.smartposhub.com/modules/returns-and-gift-cards/  
Last updated: 2026-10-30  
Product: SmartPOS Hub (https://smartposhub.com)

The **Returns & gift cards** module decides what a customer gets back when they return something: a **Refund**, **Store credit**, a **Gift card** or an **Exchange**. It adds return reasons, a return window and restocking fee, gift cards you can sell and accept as payment, and a **Returned items** report. Clothing and shoe stores, electronics shops, marts and gift shops use it most.

> **How to turn it on**
> 1. **Plan:** Return settings, reasons and the Returned items report: every plan. Gift cards: your plan must include them.
> 2. **Switch:** Gift cards: Settings › Business Settings › Modules › Gift cards, then Update Settings. Return outcomes: Sell › Return settings › Use return outcomes.
> 3. **Permission:** Manage the return policy and reasons; Override the return policy; View the Returned items report; View gift cards; Sell / issue gift cards; Take gift cards as payment; Void and adjust gift cards, free cards. Returns themselves also need Access all sell return or Access own sell return.
> - **Mobile app:** Yes. The SmartPOS Business app has Gift cards and accepts gift cards and store credit as payment.

## First-time setup

1. Open **Sell › Return settings**.
2. Tick **Use return outcomes**, then choose the **Allowed outcomes**: **Refund**, **Store credit**, **Gift card**, **Exchange**.
3. Pick the **Default outcome** and what happens **When new items cost less than the return** in an exchange.
4. Optional: limit **Refund methods** (empty = every payment method of the location).
5. Under **Window, fee and expiry**, set the **Return window (days after the sale)** (0 = no limit), **Restocking fee (%)**, **Gift card expiry (days)** and **Store credit expiry (days)**. Tick **Charge the fee only on refunds**, **Reason required** or **Receipt required** if you want them.
6. Choose **Categories that cannot be returned** and **Products that cannot be returned** (for example underwear or opened software).
7. Add your own **Return reasons** or keep the defaults (Wrong size, Damaged or faulty, Changed mind, Not as described, Wrong item). Click **Save**.
8. To use gift cards, switch on **Gift cards** in **Settings › Business Settings › Modules** and click **Update Settings**.
9. Give the permissions to the right roles in **User Management › Roles** (Returns section).

![Return settings page with Use return outcomes, Refund, Store credit, Gift card and Exchange options, default outcome, refund methods, return window, restocking fee and expiry fields](https://docs.smartposhub.com/_astro/returns-settings.B05Aqqqi.png) (web app page: `/returns/settings`)
*Return settings apply to returns from Sell › Sell return, the POS, the mobile app and the API.*

## Everyday use: take a return

1. Find the sale and choose **Sell return** (from Sell › All sales or the POS recent sales).
2. Enter the quantity returned for each item and pick a **Reason**.
3. Under **How does the customer get the value back?** choose the outcome:
   - **Refund**: give the money back now with an allowed refund method.
   - **Store credit**: add the value to the customer's balance (needs a named customer, not walk-in).
   - **Gift card**: issue a new gift card for the value, optionally e-mailed to the customer.
   - **Exchange**: the value becomes store credit; pick the new items in the POS and pay with **Store credit**.
   - **Credit note only**: keep the credit note open and refund later.
4. Check **What happens** and save. Stock goes back and the books are updated.

Full walkthrough: [Returns and refunds](https://docs.smartposhub.com/selling/returns-and-refunds/).

## Everyday use: gift cards

1. Open **Sell › Gift cards** and click **Sell gift card**.
2. Enter the **Amount**, **Business Location** and **Payment** method. Optionally pick a **Customer**, an e-mail under **Send the gift card to (e-mail)**, an expiry date and a note. Tick **Free card (promotion)** for a promotional card with no payment.
3. Click **Sell gift card**. Print the card or e-mail it from the card's page.
4. To redeem: at the POS payment, choose the gift card payment, enter or scan the **Gift card code**, click **Check** to see the balance and use part or all of it.
5. To check a balance, use **Check balance** on the Gift cards page. Managers can **Adjust balance** or **Void** a card.

![Sell gift card form with Amount, Business Location, Payment, Customer, Send the gift card to e-mail, Gift card expires on, Note and Free card (promotion)](https://docs.smartposhub.com/_astro/gift-cards-sell-form.5-VldA7z.png) (web app page: `/gift-cards/create`)
*Selling a gift card records the payment and creates a card with its own code.*

Gift card statuses: **Active**, **Used**, **Expired**, **Void**. Sources: **Sold**, **Return**, **Exchange**, **Manual**, **Promotion**. A gift card cannot be paid for with another gift card or store credit.

More on balances and customer credit: [Gift cards and store credit](https://docs.smartposhub.com/selling/gift-cards-and-store-credit/).

## The Returned items report

**Reports › Returned items** shows what was returned, by whom and how it was settled. Group it by **Product**, **Processed by**, **Reason** or **Outcome**, filter by date and location, and export to CSV, Excel or PDF.

![Returned items report with totals for quantity, value, returns, refund, store credit, gift card and exchange, and a table per product](https://docs.smartposhub.com/_astro/returns-returned-items-report.BCycqBxs.png) (web app page: `/reports/returned-items`)
*Totals per outcome show how much value went back as cash, credit or gift cards.*

The customer page also gets a **Store credit & gift cards** tab with the customer's store credit history and cards.

## Permissions

| Permission (Roles page, Returns section) | What it allows |
|---|---|
| Manage the return policy and reasons | Edit **Return settings** and return reasons |
| Override the return policy (window, exclusions, fee) | Accept a return outside the window, for an excluded item, or without the fee |
| View the Returned items report | Open **Reports › Returned items** |
| View gift cards | Open **Sell › Gift cards** and check balances |
| Sell / issue gift cards | Sell gift cards and issue them for returns |
| Take gift cards as payment | Accept a gift card at the POS or on a sale |
| Void and adjust gift cards, free cards | Void a card, adjust its balance, issue free promotional cards |

## In the SmartPOS Business app

The app lists gift cards with their status and balance, can scan a card code, and accepts **Gift card** and **Store credit** in **Take payment**, together with cash or card for the rest.

![Business app Gift cards list with Active, Used up, Expired and Void filters and card balances](https://docs.smartposhub.com/_astro/app-gift-cards.5wOSzZZc.png)
![Business app Take payment sheet using a gift card and store credit with the remaining amount paid in cash](https://docs.smartposhub.com/_astro/app-gift-card-payment.D0BVj8E6.png)
*Gift cards and split payments in the SmartPOS Business app.*

## Related pages

  - [Returns and refunds (how-to)](https://docs.smartposhub.com/selling/returns-and-refunds/)
  - [Gift cards and store credit](https://docs.smartposhub.com/selling/gift-cards-and-store-credit/)
  - [Customer credit limits and advances](https://docs.smartposhub.com/selling/customer-credit-limits-and-advances/)
  - [Website orders and returns](https://docs.smartposhub.com/online/website-orders/)
  - [All modules](https://docs.smartposhub.com/modules/)

## Frequently asked questions

### Are return outcomes and gift cards switched on the same way?

No. Return settings, reasons and the Returned items report are part of every plan and only need permissions. Gift cards also need a plan that includes them and the Gift cards switch in Settings › Business Settings › Modules.

### What is the difference between store credit and a gift card?

Store credit is kept on the customer's account and pays their next sale, so it needs a named customer. A gift card has its own code, can be given to anyone and is used by entering or scanning the code.

### Can a customer pay part of a sale with a gift card?

Yes. Enter the gift card code as a payment, use part or all of its balance, and pay the rest with cash, card or any other method.

### Can I stop some products from being returned?

Yes. In Return settings choose Categories that cannot be returned and Products that cannot be returned. Staff with the Override the return policy permission can still make an exception.

### What happens if Use return outcomes is off?

A return only creates a credit note. You refund the customer later with Add payment on that return.

### Do gift cards expire?

Only if you want them to. Set Gift card expiry (days) in Return settings; 0 means they never expire. You can also set a date on each card when you sell it.

### Can gift cards be used offline?

No. A gift-card balance cannot be checked safely without internet, so gift cards are not offered in Offline POS.

### Where are online store returns handled?

Customer return requests from your website are handled in Website › Returns & refunds, which has its own policy. Refunds there can also go to store credit or a gift card.