Sell returns, refunds and exchanges

A sell return takes items back from an earlier sale, puts them back in stock and decides how the customer gets their money’s worth: a refund, store credit, a gift card, an exchange, or a credit note to settle later. This page shows the whole flow and the return policy settings.

How to turn it on

1. 1Plan: Returns are included in every plan. Gift card outcomes need gift cards in your plan.
2. 2Switch: Sell › Return settings (Use return outcomes, allowed outcomes, window, fees).
3. 3Permission: User Management › Roles: sell return access; Manage the return policy and reasons; Override the return policy.

Mobile app: SmartPOS Business: Sales › open a sale › Return.

Make a return

1. Find the sale: Sell › All sales, then Actions › Sell Return on the sale. At the POS, use the return icon in the top bar and type the invoice number.

2. In Items returned, enter the Return Quantity for each item that came back (leave 0 for the rest). Add a Discount on the return if needed. The Return Total updates as you type.

   /sell-return/add/…

   

3. Under How does the customer get the value back?, choose the outcome:

   /sell-return/add/…

   

   Outcome	What happens
   Refund	Give the money back now — pick Refund method and Payment account
   Store credit	Value added to the customer’s balance; it can pay the next sale
   Gift card	A new gift card is issued for the value (e-mail and expiry optional)
   Exchange	Items come back, you pick new ones in the POS and the value pays for them
   Credit note only	Nothing paid now; refund later with Add payment

4. Pick a Reason (Wrong size, Damaged or faulty, Changed mind, Not as described, Wrong item) and add a Note.

5. Press Save. Stock goes back, the return gets its own number (for example CN2026/0010) and a credit note can be printed.

Tip

Store credit is kept on the customer’s account, so pick a named customer on the sale if you plan to give store credit.

See all returns

Sell › List Sell Return shows each return with the parent sale, customer, location, Outcome, who processed it and its payment status (Due until a refund is paid, Paid after).

/sell-return

To refund a Credit note only return later, open it and use Add payment. Reports › Returned items lists returned products, reasons and outcomes.

Set your return policy

Open Sell › Return settings:

/returns/settings

• Use return outcomes — off means a return only makes a credit note.
• Allowed outcomes and Default outcome; When new items cost less than the return (exchange remainder).
• Refund methods — empty means every payment method of the location.
• Return window (days after the sale) (0 = no limit), Restocking fee (%), Charge the fee only on refunds.
• Gift card expiry (days), Store credit expiry (days).
• Reason required, Receipt required, Categories that cannot be returned, Products that cannot be returned.

Online orders keep their own rules in Website › Returns & refunds — see Website orders.

In the SmartPOS Business app

Open the sale, tap Return, choose quantities and the outcome, then Refund. The return shows what was returned, the summary and To refund.

Gift cards and store credit

Returns & gift cards module