Returns and refunds

Take items back from a paid sale, refund the customer by cash, card or UPI, and print a refund slip.

When a customer brings something back, find the original sale, choose what is being returned and refund the money. The original sale stays as it was; the return is recorded as its own entry that takes the amount off your takings.

Before you start: you need Full control under In-store checkout on the register you refund from. If you don't see this yet, the owner applies the waiting workspace upgrade — see Upgrade your workspace.

Start a return

At the counter:

  1. On the register, click Returns at the top.
  2. Scan or type the Sale ID from the receipt and click Find sale.

Or from the sales list: open In-Store Checkout › Sales and click Return on a paid sale (or right-click it and choose Return items).

Choose the items and refund

  1. In Return items, type a Return qty for each item coming back. You can return part of a line — for example 1 of 3 shirts.
  2. Type a Reason. It is required.
  3. Check the Refund total. Each item is refunded at what the customer actually paid for it; if the sale had a discount, it is shared out across the items.
  4. Choose Refund as: Cash, Card or UPI (back to their account). To pay back part one way and part another, click Split refund. The amounts must add up to the refund total.
  5. Click Refund with the amount (for example Refund 450.00) and confirm. You see "Return recorded".
  6. Click Print refund slip for a slip headed REFUND that names the original sale, then Done.

How UPI refunds work

UPI (back to their account) sends the money back through your payment connection to the account that paid. It is offered only for sales paid by UPI, up to the amount paid by UPI. The refund is never sent twice, even if you click again or the connection drops. If the payment provider refuses it, the return is cancelled and the items can be returned again.

Cash and Card refunds are recorded only: hand over the cash, or refund on your own card machine.

After a return

  • The original sale shows Partly returned, or Returned once everything has come back. Nothing else on it changes.
  • The return appears in Sales with a Return badge and a negative total, so totals and reports net it out.
  • You cannot return more than was sold, even if two counters try the same sale at once.
  • A return cannot be voided. To swap an item, do a return and then a new sale.

Troubleshooting

"Only a paid sale can be returned." Pending, void and already fully returned sales cannot be returned.

"This sale doesn't exist or you can't see it." Check the sale ID on the receipt, and that you can see the register it was sold on.