Printed from https://zeropos.shop/help/fix-a-sale
Fix a sale: edit, cancel or refund?
Choose the right fix for a finished sale: edit it if it was rung up wrong, cancel it if it should never have happened, refund it if goods or money go back.
Owners can change what each role may do.
Three tools change a finished sale, and each leaves a different trail in stock, money, points and commission. Choose by what really happened, not by which button is nearest.
When to use it
Use it for a sale already in the invoice list. When the customer is at the counter with something to bring back, go straight to Refund a sale.
Before you start
- By default owners, administrators and managers can edit, cancel and refund. Sellers ask one of them.
- An open layaway is not fixed here: collect, hand over or Cancel layaway from its own page (Layaway: hold items while a customer pays over time).
- A sale that sold a gift card or was paid with one can't be edited. Cancelling or refunding it stops a card it sold; once any of that card has been spent, both are refused.
- A sale paid even partly with store credit or a gift card is final: it can't be edited, cancelled, refunded or exchanged.
Steps
Edit: the sale was rung up wrong
- Step 1
Open the sale from BACKOFFICE › Invoices.
- Step 2
In the Edit invoice card, tap Edit invoice.
- Step 3
Correct the shop, lines, sellers, payments or customer, then tap Save changes.
- Every field and rule is in Edit an invoice.
Cancel: the sale should never have happened
- Step 4
Open the sale from BACKOFFICE › Invoices.
- Step 5
Under Danger zone, tap Cancel invoice.
- Step 6
Read Cancel invoice? and tap Cancel invoice again to confirm.
- The list's ⋮ menu has the same Cancel invoice for a sale you haven't opened, except on an open layaway or a sale already refunded.
Refund: goods or money go back
- Step 7
Open the sale and tap Refund this sale, or start from Quick actions › Refund.
- Step 8
Choose the lines and quantities, and whether the stock goes back on the shelf.
- Step 9
Set how the money goes back and tap Process full refund or Process partial refund.
- Every step is in Refund a sale.
What happens next
- Stock: an edit moves stock to match the corrected lines and shop; a cancel puts every item back; a refund puts items back only when Put stock back on the shelf is ticked.
- Money and the day close: an edit rewrites the sale's payments; a cancel takes the whole sale out of the takings; a refund counts as money out on the day you make it.
- Points: an edit recalculates them; a cancel removes the points the sale earned; a refund removes those earned on what came back. Store credit and gift cards spent on a sale are never given back.
- Commission: an edit pays the corrected sellers; a cancelled sale earns no commission; a refund takes the seller's share back on the day of the refund.
- Receipt: an edited or cancelled sale keeps its number, so a printed receipt may no longer match; reprint it with Print receipt. A refund has its own credit note to print or email.
Which one to use
Edit when the sale happened but was recorded wrong: wrong product, price, seller, payment method, shop or customer. The invoice keeps its number and is rewritten.
Cancel when the sale should not exist at all, for example rung up twice or by mistake with nothing leaving the shop. The invoice stays in the list as Canceled, and it can't be edited or refunded afterwards.
Refund when the customer returns goods or you give money back. A credit note is created and linked to the sale, for all of it or only some lines.
Exchanges: refund the item that comes back, then ring the new one up at the till as a new sale.
When one fix blocks another
A sale with a live refund can't be edited or cancelled. Open the credit note from Related invoices, cancel it with Cancel invoice, then fix the sale.
Cancelling a credit note undoes the refund in full: the stock comes back off the shelf, and the money and points go back to how they were. The sale is open again for whatever hasn't come back.
A cancelled sale can't come back. If it was cancelled by mistake, ring it up again at the till.
Questions
Can a seller cancel or refund a sale?
I cancelled the wrong invoice. Can I bring it back?
The sale had no customer on it. Does that change anything?
If you see this…
On screen
This sale has a refund, so it can't be cancelled. If the refund was a mistake, cancel the refund first.
What to do
Open the credit note from Related invoices and cancel it with Cancel invoice; then the sale can be cancelled.
On screen
All or part of this sale was paid with store credit or a gift card, so it can't be refunded, exchanged or cancelled.
What to do
Nothing to do: a sale that took store credit or a gift card is final.
On screen
This sale sold a gift card that has already been partly spent, so the sale can't be cancelled. Stop the card and settle the difference by hand.
What to do
Stop the card from Gift cards and settle the difference by hand.
On screen
This is an open layaway, so it can't be cancelled here. Open it and use Cancel layaway: that gives back only what was paid by card, cash or transfer.
What to do
Open it from BACKOFFICE › Layaway and tap Cancel layaway (Layaway: hold items while a customer pays over time).
Good to know
- Before cancelling a sale from an earlier day, tell the owner: the takings reported for that day change.
- Write the reason in the note or comment each time; the next person to open the invoice will need it.