Process Refunds on the POS

Refund Options

If the total for the transaction is negative (e.g., the customer is only returning items), you’ll need to select a refund method to complete the order. The available options are:

• Card – Return funds to the original payment card.

• Cash – Issue cash directly from the drawer.

• Gift card – Issue "store credit" via a digital gift card.
  
  

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 In-Cart Refund Workflows

Inline Refunds (Item Return + New Purchase)

The inline refund method is for when a shopper is returning an item and buying something else in the same transaction. This makes it easy to process an exchange without creating a separate transaction.

1. Add the new item(s) to the cart.

2. Add the item(s) being returned to the cart.

3. Tap the item being returned, then select the Refund Item hot key.
   
   
   
   

4. Alternatively, select the item, then select More, and choose Refund Item.
   
   

5. The amount will be applied as a negative value.

6. The final cart total will reflect the new items minus the returned ones.

7. Complete the payment as usual.

Refund Mode (Stand-alone Refund Without a Receipt)

Refund Mode is for refunding an entire transaction without a receipt. This allows you to process a stand-alone refund transaction, separate from any new purchases.

1. On the POS home screen, navigate to the menu.

2. Select Refund Mode.

3. Add the item(s) being returned to the cart. The system will automatically mark them as a negative value.

    

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Refunding from the Orders Page 

To refund a previous transaction to the original payment method, go to the Orders Page.

1. On the POS, select Orders from the bottom menu.

2. Find the order you wish to refund. You can search by order ID or the last 4 digits of the shopper's card.  

3. Once you've found the order, tap the items that should be refunded. You can choose all or just a few.

4. Select Issue Refund.

   1. If the original transaction was paid with Cash, you can select the desired refund method (Card, Cash, or Gift Card). 
      
      

5. The total refund amount will be calculated automatically.

6. Confirm the refund to process the return to the original payment method.

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Receipt-Based/Order Lookup Workflows

Processing Returns with a Receipt (Scanning of the Receipt)

When a customer returns an item with a receipt, the standard process is to use the receipt as proof of purchase, which may allow you to look up the original order. Simply scan the receipt at the POS to bring up the order. 

Multi-Store Returns (Within the Same Banner)

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Transaction History and Reprinting Receipts

Once an order is selected, the detailed view now includes Transaction History and the option to Print Receipts....

Transaction History

The Transaction History section provides a chronological log of all related events, including:

• The original transaction.

• Partial or full refunds with the refund amount and method (e.g., "Refunded $123.45 to Cash").
  
  

Reprinting Receipts

You can print the original order receipt or any associated refund receipt from the order's detail page.

1. On the Order Detail page, select Print Receipts...
   
   
   

2. A window will open listing all available receipts, including the Order receipt and any subsequent Refund Order receipts 
   
   

3. Select the receipt(s) you wish to print.

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Limitations and Exceptions

Order Lookup Limitations

The POS system can typically look up or sync order data for transactions up to approximately 45 days old.

• If the receipt is less than 45 days old: You can use Scan the Receipt or Refunding from the Orders Page workflow to find the transaction and issue the refund directly back to the original payment method.

• If the receipt is more than 45 days old: The system will not be able to pull up the original order data on the POS.

Refunding an Old Order (Over 45 Days)

If a customer has a valid receipt for a return but the order is older than 45 days, follow the store's policy for returns without a locatable order:

1. Do not attempt to look up the order on the POS. The receipt serves as sufficient proof of purchase.

2. Use the Refund Mode workflow, or the Inline Refund workflow (if they are also purchasing new items).

3. Add the item being returned to the cart. The system will automatically mark it as a negative value.

4. Process the refund using the customer's desired refund method (Cash or Gift Card/Store Credit).

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