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Help centre · Point of sale

Returns and refunds

Take goods back against the original receipt, choose what goes back on the shelf, and refund by cash, card, wallet, voucher or store credit.

Who can do this: Store managers and owners (Returns and refunds permission)

Before you start

A return is always made against the original receipt: you need the paper receipt (its QR code finds the sale) or its number, for example R01-0002-0003. You can return some of the items or all of them, and part of a quantity.

Returns need the Returns and refunds permission. Out of the box, the TenantAdmin and StoreManager roles have it and the Cashier role does not. If a cashier's return is refused, it shows as rejected in the sync status; a manager should do the return instead.

Make a return

The till confirms Return … completed with the amount and method. The return gets its own receipt number, the original number with an R at the end.

The refund is what the customer paid: if the sale had an order discount, each item's share of it comes off. Two items at 450 with 100 off the order cost 800, so one of them back refunds 400.

Store credit goes to the sale's customer. For a sale without a customer, tap Choose customer and pick who gets it; the return is refused until you do.

  1. Open the till menu (the menu button at the right of the top bar) and tap Return / refund. Or, for a sale from today, open Orders and tap Refund on its row.
  2. Scan the QR code on the receipt with the barcode scanner, or type the Receipt number, and tap Find (a scanner presses Enter for you). On a tablet or phone (Android, iPhone or iPad) you can also tap the camera button and hold the receipt's QR code in front of the camera.
  3. Check the sale summary: date, total and status.
  4. If the whole receipt comes back, tap Return everything. Otherwise tap + and − on each line (or type in How many back). Can return shows how many can still be returned. If you tap Refund before choosing a quantity, the till tells you what is missing.
  5. Leave back on the shelf ticked for items you can sell again. Untick it for damaged or expired goods.
  6. Choose the Reason: Customer changed mind, Damaged / defective, Wrong item, Expired or Other.
  7. Check the Refund method. It starts at the way the sale was paid (for a split payment, the largest part). Change it if your shop refunds another way: Cash, Card, Wallet / QR, Voucher, Back to their account (only for a sale to a named customer: it lowers what they owe) or Store credit.
  8. Tap Refund LKR … and hand the refund to the customer.

What happens next

Items marked back to stock return to the stock of the till's store. The original sale shows as partially returned or returned, and the back-office sale shows the returned quantity on each line. Refunds are listed on the shift's cash-up.

Returns while offline

Offline, the till can find only receipts issued by this device. Returns made on other devices are not reflected until the connection returns. The return itself is saved and sent later, like a sale.

A voided sale cannot be returned; the till says That sale was voided.

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