Handling returns at the POS

If a customer wants to return purchased goods or exchange them for different items, you can process a return directly at the POS register. A return reverses the original sale, refunds the customer, and adjusts inventory. You can also offer an exchange by combining a return and a new sale.

Before you start

• The original receipt (sales receipt number or reference) should be available.
• The returned items must be in acceptable condition per your organization's return policy.
• Know your organization's return policy (time limits, restocking fees, payment refunds).
• Verify the customer's identity if returning a walk-in sale.
• Have permission to process returns and refunds.

Steps

Processing a full return

1. Go to Point of Sale → Sales Receipts or find the original sale. Open in Usystems

2. Locate and open the original receipt for the customer's purchase.

3. Look for a Return, Refund, or Process Return option on the receipt detail page.

4. Click the return option. The system shows the original items purchased.

5. Select the item(s) the customer is returning:

   • If returning all items, select all.
   • If returning only some items, choose which ones.

6. Confirm the return reason (if prompted) and verify the refund amount.

7. Select the refund method:

   • Cash refund: Return cash to the customer.
   • Refund to customer balance: Apply the refund as a credit to their account.
   • Card refund: If the original payment was by card, refund to the same card (depends on system configuration).

8. Click Confirm Return or Process Refund.

9. The system generates a refund receipt or return note with a number for record-keeping.

10. If cash refund, count the change and hand it to the customer. Print and provide the refund receipt.

Processing an exchange

An exchange combines a return and a new sale in one transaction:

1. Follow steps 1–6 above (process the original return).

2. At the refund method step, select Apply to New Purchase or Exchange.

3. The system holds the refund amount as credit.

4. Add new items to the register for the exchange purchase.

5. At checkout, the system automatically applies the refund credit and charges only the difference (if the new items cost more) or provides change (if less).

6. Confirm the new payment method and complete the transaction.

7. Print both the return receipt and the new purchase receipt.

Accounting impact

• Full return: Reverses the original sale. Cash/card/balance is refunded, and Sales Revenue is reversed. Inventory is restored.
• Partial return: Only the returned items are reversed; other items remain sold.
• Exchange: The return is reversed and a new sale is recorded for the different items.
• If tax was charged on the original sale, the tax is also reversed on the returned portion.

Tips & common mistakes

• Check the return policy: Not all organizations accept all returns. Know your company's rules on time limits, condition requirements, and restocking.
• Verify the receipt: Always ask for the original receipt or receipt number. If unavailable, ask your manager how to proceed (may require manual verification or decline the return).
• Inspect returned items: Check that items are in resalable condition before accepting the return.
• Refund method: Ask the customer which refund method they prefer. Many prefer cash immediately; others are happy with account credit or card reversal.
• Restocking fees: If your organization charges a restocking fee for returns, ensure it is applied and clearly explained to the customer.
• Documentation: Always print and provide the customer with a return receipt or refund note as proof of the return.