Printed from https://zeropos.shop/help/refund-a-sale
Refund a sale
Give money back against a past sale, whole or in part. The refund is saved as a credit note linked to the sale, and the stock can go back on the shelf.
Owners can change what each role may do.
You refund from the invoice, not from the till. The app finds the sale for you, and the credit note it creates stays linked to the original, so the sale, the refund and the stock all agree.
When to use it
Use it when goods come back or you give money back. If the sale was rung up wrong or should never have happened, Fix a sale: edit, cancel or refund? helps you choose between editing and cancelling.
Before you start
- By default owners, administrators and managers can refund. Anyone else sees You don't have permission to issue refunds.
- An open layaway is refunded by cancelling it from its own page: see Layaway: hold items while a customer pays over time.
Steps
- Step 1
Open Quick actions › Refund. The Refund a sale screen starts on today's sales.
- For an older sale, search by number, name, email or phone, or tap Yesterday, This week, This month or All dates.
- Step 2
Tap the sale. Its refund screen lists every line that can still come back.
- Step 3
Set Refund qty on each line, or tap Refund all remaining for the whole ticket.
- Every remaining unit starts selected; Clear empties them all.
- Step 4
Leave Put stock back on the shelf ticked if the goods can be sold again; untick it when they are damaged or gone.
- Step 5
Under Payments refunded, set how the money goes back. The amounts must add up to the Refund total.
- The sale's own card, cash or transfer methods come filled in with what is left to give back. Tick another method to pay back a different way; store credit and gift cards are never offered.
- A sale paid even partly with store credit or a gift card can't be refunded at all: the screen says so as soon as it opens.
- Step 6
Add a reason in Internal note (optional) if it helps, for example “damaged on arrival”.
- Step 7
Tap Process full refund, or Process partial refund when you left something out.
- Step 8
On Refund processed, tap Print credit note or Email, or Open credit note to see it.
What happens next
- A credit note with its own number is created and linked to the sale. The sale shows Refunded once every line has come back; after a partial refund it stays Validated and can be refunded again.
- Stock: the items go back on the shelf of the shop that sold them, unless you unticked Put stock back on the shelf.
- Money: the refund counts on the day you make it, so that day's close expects less in the drawer for the method you paid back through.
- Points: the points earned on the money that goes back are taken off the customer's file. Store credit the sale used is not given back.
- Commission: the seller's share of the refunded amount is taken off their commission on the day of the refund.
- Gift cards: a card sold on this sale is stopped. What was paid with a gift card is never given back, onto the card or in cash.
- Email sends the credit note to the email on the customer's file and says where it went. It turns to Sent only once the email has gone; when it can't go, a message says why.
Questions
The customer wants a different product. How do I do an exchange?
Can I pay the money back a different way from how the customer paid?
The sale was paid partly with store credit or a gift card. What goes back?
Why is the last refund of a sale a penny or two different?
I refunded the wrong sale. Can I undo it?
If you see this…
On screen
This invoice has already been fully refunded.
What to do
Every line of this sale has already come back. Check Related invoices on the sale for the earlier credit note.
On screen
Payment total must equal the refund total.
What to do
Change the amounts under Payments refunded until they add up to the Refund total; the button stays off until they do.
On screen
You don't have permission to issue refunds.
What to do
Ask a manager to do the refund, or ask an owner to give your role that right.
On screen
We couldn't process the refund. Please review and try again.
What to do
Check the quantities and amounts and try again.
On screen
All or part of this sale was paid with store credit or a gift card, so it can't be refunded or exchanged.
What to do
Nothing to do: a sale that took store credit or a gift card is final, and nothing on it is given back.
On screen
This card has already been partly spent, so the sale cannot be refunded. Stop the card and settle the difference by hand.
What to do
The sale sold a gift card that has since been spent. Stop the card from Gift cards and settle the difference by hand.
On screen
This customer has no email on file. Open the credit note to type an address.
What to do
Tap Open credit note and send it from there to the address the customer gives you (Print a receipt again, or email it).
Good to know
- Already looking at the sale? Refund this sale, under Danger zone on the invoice, opens the same screen.
- Returns always go through this screen: refund first, then ring up at the till anything the customer takes instead.