Finding the receipt
Sales and returns: choose the date, or type the receipt no. printed on the receipt (for example T-000123, or just 123). Tap the sale to open it. You can reprint it (DUPLICATE).
Making a return
- In the receipt, tap Return.
- Enter the quantity returned for each item concerned.
- Choose the reason: Faulty product, Wrong item, Customer changed their mind, Expired product, or Other (details required).
- Save.
The refund is calculated to the cent on what the customer actually paid (discounts and promotions deducted). You cannot refund more than what is still returnable on the receipt.
Sale paid on credit: the refund goes first to the customer's credit book (their debt goes down), the rest in cash. The message shown tells you exactly how much cash to give back.
Sale paid partly with points: the part paid with points goes back as points, never as cash, in proportion to what is returned (after the credit book, if there is one); a full return gives back exactly all the points. The credit note shows Refunded as loyalty points and the number of points credited back. This return is done on the till that made the sale.
Manager approval
A cashier prepares the return, then taps Ask for approval. The manager chooses their name and enters their PIN and their authenticator code on the same till; the cashier stays signed in. The approval lasts 5 minutes, for this exact return: if the return is changed, it must be requested again. The return is recorded under the manager's name, with the cashier as the requester.
The credit note
Every return produces a numbered credit note (for example A-000045), which can be printed and reprinted from the receipt.
Exchanging
Exchange: choose the items returned and the reason, then add the new items. The till works it out exactly: the customer pays the difference (cash or card) or gets the difference back in cash. The return and the new sale are recorded together.
Tips and returns
A return never refunds the tip (it pays for a service already given); the credit note does not mention it. A tip entered by mistake is cancelled in the receipt with Cancel tip (manager, or manager's code on the spot), the same day and on the till that took it: in cash, give the amount back from the drawer (the expected amount at close goes down by the same amount); by card, refund it on the terminal.