Refunds and Exchanges

From MerchantOS Manual

It is always preferable to perform a refund of a prior transaction versus simply creating a refund. Not only will this allow for perfect record keeping but may help eliminate cases of fraud. This section will show you how to refund a transaction by looking up the original transaction or the less preferred refund without an original transaction. Before you read this section be sure to look over the section on Making a Sale.

[edit] Finding The Original Transaction For Refund

There are three ways to lookup an original transaction and bring it to the register for refund or exchange.

Receipt 

This is the simplest way to locate a transaction for refund or exchange. Every MerchantOS sales receipt is given a barcode. If the customer has the receipt, scan the barcode into the Add Item field on the register. The original transaction will be brought to the register in refund mode.

Name 

If you recorded the name of the customer during the sale of the item being refunded you can easily lookup the transaction with the customer's name.

1. In a new sale, attach the customer to the register.
2. Click on the pencil icon next to the name of the customer on the register.
3. You will now be in the customer details view. On the left there will be a tab labeled Sales which displays every item sold to the customer. Select this tab.
4. You may search for the item by description or browse the list to find the item for return or exchange.
5. Once you've found the item, press the details icon in the ID column beside the desired item.
6. You will now be on the sale details page. Press the Refund / Re-open button to bring the transaction to the register in refund mode.

Date in Sales Lines Report 

This involves finding the sale in your sales lines report.

1. From the menu select Reports->Sales->Lines.
2. In the search parameters, enter the dates you believe the original transaction occurred within.
3. Browse the listing to find the item/sale. You may have sold this item multiple times in the same day so be careful to select the correct transaction.
4. Once you've found the item press, the details icon in the ID column beside the desired item.
5. You will now be on the sale details page. Press the Refund / Re-open button to bring the transaction to the register in refund mode.

[edit] Refunding Items

1. Use one of the methods above to bring the original transaction on the register in refund mode.
2. The register will present the original transaction below the normal register with all the items and payments that were originally on the sale. To refund an item from the sale press the Return Items button beside the item being returned. Repeat this for each item that should be refunded from the sale.
3. The items will be moved to the top section of the register with a negative quantity. A refund amount of the original payment type will also be added to the transaction. Verify or edit the payment type you will be refunding to the customer. For instance if the customer paid with a check, you may wish to refund the transaction with cash. In this case you would need to select cash as the refund payment type. Please read the Admin section for instructions on restricting payment types for refunds.
   Image:Register refund sale.gif

   Move items on to the refund by pressing the Return Items button beside the item.
4. When the transaction has the correct items returned and the correct payment type set, press Finish.
5. Collect the items from the customer and provide the customer with their refund and receipt.

[edit] Exchanging Items

1. Use one of the methods from the top section to bring the original transaction on the register in refund mode.
2. The register will present the original transaction below the normal register with all the items and payments that were originally on the sale. To refund an item from the sale press the Return Items button beside the item being returned. Repeat this for each item that should be refunded from the sale.
3. To add an item to the sale for exchange, add an item as you would for a normal sale.
4. If the returned item's value match the value of the items given in exchange you may finish the sale. If the items given in exchange have a greater value than the returned items, you will need to add a payment. If the items given in exchange have a lesser value than the returned items, you will need to select the payment type to return the remaining balance of the transaction to the customer. Please read the Admin section for instructions on restricting payment types for refunds.
5. To complete the exchange press the finish button. There may be change due to the customer depending on the situation. Provide the customer with their receipt and items. Take in the returned items.

[edit] Creating A Refund Without An Original Transaction

1. From the menu select Register->Refund Mode.
2. The color of the register will turn green. Add the returned items to the register as you would an ordinary sale. You will notice the total due is negative indicating it is due to the customer.
3. Once the items are all added, you may select the payment type you will be returning to the customer. You may add multiple refund payment types. Press Add Payment to add the payment to the refund.
4. When the remaining balance is zero dollars, you can complete the refund by pressing finish.
5. Accept the items from the customer and provide the customer with their refund payment and receipt.

[edit] Refunding To A Customer's Account

Before reading this section, please read the section on creating and using customer accounts.

1. Create a refund using any of the methods above. Add all the items except do not add a payment.
2. If there is not already a customer associated with the sale you will need to attach them. If this customer does not already have an account you will need to create it.
3. Select the correct account from the Account section on the register if it is not already selected.
4. Note the amount due and press the Deposit or Pay button beside the account balance.
5. A prompt will appear. Enter the balance due to the customer.
6. The transaction will now be balanced to zero dollars and you can now press the finish button.
7. Accept the items from the customer and provide them with a receipt. The cash value of the refund has been added to the customer's account.