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Refunds and Exchanges

Posted on 19th Aug 2015 in Support

It is always preferable to perform a refund of a prior transaction versus simply creating a refund. Not only will this allow for perfect record keeping, but may help eliminate cases of fraud. We will show you how to refund a transaction by looking up the original transaction or the less preferred refund without an original transaction.

FINDING THE ORIGINAL TRANSACTION FOR REFUND

There are three ways to lookup an original transaction and bring it to the register for refund or exchange.

Receipt - This is the simplest way to locate a transaction for refund or exchange. Every MerchantPlay sales receipt is given a barcode if receipt barcode is enabled at the settings. If the customer has the receipt, scan the barcode into the Sale ID textbox in the filter section of the History page. If receipt barcode is not enabled, just type in the receipt number and click Update. The original transaction will be brought to the register in refund mode.

Name - If you recorded the name of the customer during the sale of the item being refunded you can easily lookup the transaction with a customer name.

  1. In a new sale, attach the customer to the register.
  2. Click on the name of the customer on the register.
  3. You will now be in the customer details view. At the bottom of the Sales History displays every item sold to this customer.
  4. Use the Receipt method above to look for the sale you want to refund. Click on the sale to expand its detail.
  5. You will now be able to see the sale details. Click the Return Items button to bring the transaction to the register in refund mode.

Date in History Page or Sales Reports - This involves finding the sale in all the Sales Reports and History page from the main menu.

  1. Click on any of the Sales Reports from the Dashboard or the History tab from the main menu.
  2. In the search parameters in the filter section, enter the dates range you believe the original transaction occurred.
  3. Browse the listing to find the sale and click on the sale to expand its detail.
  4. Use the Receipt method above to look for the sale you want to refund. Click on the sale to expand its detail.
  5. You will now be able to see the sale details. Click the Return Items button to bring the transaction to the register in refund mode.

REFUNDING ITEMS

  1. Use one of the above methods to bring the original transaction to the register in refund mode.
  2. The register will present the original transaction below the normal register with all the items and payments that were originally on the sale. The only difference is the items have a negative Qty and Subtotal value.
  3. Remove the items you do not wish to refund by clicking on the cross.
  4. Verify or edit the payment type you will be refunding to the customer. For instance if the customer paid with a check, you may wish to refund the transaction with cash. In this case you would need to select cash as the refund payment type.
  5. When the transaction has the correct items returned and the correct payment type set, click Complete Payment.
  6. Collect the items from the customer and provide the customer with their refund and receipt.

EXCHANGING ITEMS

  1. Use one of the above methods to bring the original transaction to the register in refund mode.
  2. The register will present the original transaction below the normal register with all the items and payments that were originally on the sale. The only difference is the items have a negative Qty and Subtotal value.
  3. Remove the items the customer do not wish to return by clicking on the cross.
  4. To add an item to the sale for exchange, add an item as you would for a normal sale.
  5. If the returned item value matches the value of the item given in exchange, you may finish the sale with cash payment method to create a zero receipt. If items given in exchange have a greater value than returned items, you will need to add a payment method to pay off the balance. If the items given in exchange have a lesser value than the returned items, select the payment method to return the remaining balance of the transaction to the customer.
  6. To complete the exchange, click Complete Payment. There may be change due to the customer depending on the situation. Provide the customer with their receipt and items. Take in returned items.

CREATING A REFUND WITHOUT AN ORIGINAL TRANSACTION

  1. Add the returned items to the register as you would a regular sale. Change the Qty to negative value, indicating it is due to the customer.
  2. Once all items are added, select the payment modes you will be returning to the customer. You may add multiple refund payment modes.
  3. When the remaining balance is zero dollars, click Complete Payment to complete the refund.
  4. Accept the items from the customer and provide the customer with their refund payment and receipt.

REFUNDING TO A CUSTOMER STORE CREDIT ACCOUNT

  1. Create a refund using any of the methods above. Add all the items, but do not add a payment.
  2. If there is no customer associated with the sale you will need to attach them. If this customer does not already have an store credit account you willl need to create a new customer account.
  3. Click Payment button, key in the correct amount to refund or click on exact if you want to refund the total value into the customer account, then select Store Credit payment mode.
  4. The transaction will now be balanced to zero dollars. Click Complete Payment to complete the refund.
  5. Accept the items from the customer and provide them with a receipt. The cash value of the refund has been added to the store credit account of the customer.

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