Refund policies can vary from one organisation to another. Some of our customers have a policy that refunds can only be given if the customer supplies a receipt. Others do not refund in cash, but may issue a Credit Note – see Credit Note section if that is what you are looking to do. We will look at Refunds firstly with a receipt and then without.
Refund with Receipt
- Customer brings item and receipt back to the shop
- If refund is agreed, Scan the receipt – scan the bar code at the foot of the the receipt as you would when selling a product – this brings the sale up on the screen, looking as it did when the goods were sold
- If there was more than one item sold, use the scroll bar (1 in the image below) to locate the correct line, click or press that line until it goes green, reduce the quantity using the down arrow (2) by the number you are refunding, in this case one of the product was bought, we have reduced the quantity to zero. The amount of refund shows at (3) as a negative amount, (4) shows how the item was originally paid for, in this case Cash therefore the refund will be in cash. Press Cash (5), followed by Exact to produce a new receipt. If in your organisation you do not give cash refunds, instead of pressing Cash press Voucher. As part of the printed receipt, a Credit Note will print for the amount refunded. You can also use the ‘Remove Line’ button which will remove the selected (green) line, setting it to zero, and if the customer is returning all items on the transaction, the ‘Remove All’ button will remove everything.
The receipt produced will have the same bar code reference as the original purchase. The system knows that the product has been returned, and the product is “Returned to Stock” as it says on the green bar above. If your organisation keeps accurate records on the system of stock quantities, remember that unless the item is sale-able to another customer (in which case you put it back on the shelf) it will have to be Wasted using the Wastage function on the till. You may be asked for a refund reason if your organisation stipulates this – the list of reasons is maintained by an Administrator typing \\LRFR and pressing enter.
Refund without Receipt
Sometimes a refund is appropriate where the customer has no receipt, often at management discretion only.
If your organisation allows these refunds, you may have a button on the till labelled “Refund no Receipt” or similar.
If not, typing \\SRNR and pressing enter in the white box at the top of the screen has the same effect, but the ability to do this may be restricted to high level users, e.g. Administrators.
Whichever method is used, the till is in refund mode when the background is pink as below. Now, any product Sold appears with a negative quantity and amount.
In this case we are refunding the £2 toy again by selecting the product using the button Toys on the right, and inputting the amount manually as £2.
You can locate a product using a bar code or the search function, see article Sales – Identifying Products.
When you are happy with the product and amount, press Cash then exact, and the till drawer will open so you can give the refund.
As in the example above with a receipt, you are effectively adding the product back to your stock, so use the Wastage function if appropriate. Also, if you do not give cash refunds you can issue a Credit Note by pressing Voucher instead of Cash.