Sales return: take goods back

Q: Where does the refund show?

In Terminal cash : a cash refund lowers the cash to hand over. In Accounting a payment voucher should follow a moment later ( When the payments reach the books ); if your accountant cannot find it, tell support with the return number.

Q: Can I return a part of a line, for example 2 of 5?

Yes. Set Ret.Qty to 2. The quantity can be less than what was sold, but not less than 1.

Load the bill by its number, tick the lines that come back, choose Cash or Non-Cash and press Return. The goods go back to stock and the invoice is reduced. A bill can be returned once.

Retail POS Returns and replacements

5 min read

Updated October 20, 2026

For Cashier Supervisor or shop manager Accountant

Return goods

Open the screen
Who
Cashier or supervisor
Where
POS Entries › Sales Return
What changes
The same three checks as the till run first: the terminal, the settings and the cash (Open the till and accept the cash).
Find the bill
Where
The barcode box, or Search sales invoice
What changes
Type or scan the Receipt no on the customer's receipt and press Enter. Or press Search sales invoice and filter by Sales Invoice no, Date, Customer, Mobile Number, Email or Is abbreviated: the list shows each bill's number, amount, date and status. Choose a bill.
Tick the lines that come back
Where
The tick box of each line, Ret.Qty
What changes
Each line shows the quantity sold and a Ret.Qty box once ticked. The quantity can be less than sold but not less than 1. The amounts, the discount and the VAT of the line follow the quantity.
Choose how the customer is refunded
Where
The switch Cash / Non-Cash (it starts on Non-Cash)
What changes
Cash refunds the whole return amount from the drawer: Cash Return shows it. Non-Cash pays nothing out: the amount stays as credit on the bill's customer.
Press Return
Where
Return
What changes
After "Do you want to return?" the return is saved, its number is shown, and the return receipt prints.

The panel shows how the bill was paid (Previous cash:, Previous Bank/Wallet Payment, Previous gift card amount:, Previous loyalty discount:) so you can see what the customer paid with.

Rules

A bill can be returned once. After a return is saved for a bill number, that bill cannot be loaded again: tick every line you need back, with its quantity, before pressing Return. The list shows such a bill as Returned.
There is no time limit on the screen: an old bill can be returned. Your shop's policy decides how long you accept returns.
Cash refund only to the drawer. A customer who paid by card or wallet and is refunded in cash: give the cash, and the shop settles the card or wallet by itself. A bill paid with a gift card can only be Non-Cash.
A return of a line takes back its share of VAT and discount, in proportion to the quantity.
Loyalty points earned on the returned amount are taken back from the customer. Points the customer spent on the bill are not given back, and a gift card used on the bill is not refilled.

What happens when you save a return

Area	Change
Invoice and IRD	A sales return is made against the bill. When the company follows the IRD rules it is sent as a credit note (IRD-ready invoicing at the till)
Customer or cash	Cash: the amount is paid out of the drawer. Non-Cash: the amount stays as credit on the customer, to use in a replacement or settle in Accounting
Stock	The returned goods go back into the warehouse they left
Cash drawer	A cash refund lowers the cash to hand over (Hand over the cash at the end)
Loyalty	Points earned on the returned amount are taken back

Worked example: one shirt of three comes back, refunded in cash

A customer bought 3 shirts at 1,000. A scheme gave 10% off, and VAT is 13% (the rate set up for this example):

	Amount
3 shirts	3,000
Discount, 10%	300
Net amount	2,700
VAT, 13% of 2,700	351
The bill	3,051

The customer returns one shirt. On Sales Return the cashier loads the bill by its Receipt no, ticks the line and sets Ret.Qty to 1. The line follows the quantity: amount 1,000, discount 100, net amount 900, and a third of the VAT, 117. The cashier moves the switch from Non-Cash to Cash, so Cash Return shows 900 + 117 = 1,017, and presses Return.

After the return	What you see
The bill's invoice	Reduced by 1,017; the return has its own number
Stock	One shirt back in the warehouse it left
The cash drawer	1,017 less to hand over
Accounting, a moment later	A payment voucher of 1,017 should follow. If your accountant cannot find it, tell support with the return number
A customer with loyalty points	The points earned on the 1,017 are taken back
Search sales invoice	The bill is listed as Returned: the other 2 shirts cannot come back on this screen

If the customer comes back tomorrow for the other 2 shirts, the screen says the bill was already returned: a second return needs a credit note from your accountant in Accounting. Tick every item you need back before you press Return.

Common questions

The bill will not load: it says it was already returned.

A return exists for that bill. Look it up among the sales returns in Accounting. A second item needs an Accounting credit note (What a return writes in the books and in stock).

The customer paid by card and wants cash.

The screen allows a cash refund whatever the customer paid with. Decide by the shop's policy, and settle the card with the bank by the usual means.

Where does the refund show?

In Terminal cash: a cash refund lowers the cash to hand over. In Accounting a payment voucher should follow a moment later (When the payments reach the books); if your accountant cannot find it, tell support with the return number.

Can I return a part of a line, for example 2 of 5?

Yes. Set Ret.Qty to 2. The quantity can be less than what was sold, but not less than 1.

The customer paid part of the bill with a gift card. Is the card refilled?

No. A gift card used on the bill is not refilled, and a bill paid with a gift card can only be returned as Non-Cash. Your accountant settles the card by hand.

The customer spent loyalty points on the bill. Do they get the points back?

No. Points spent are not given back; only the points earned on the returned amount are taken back.

Return goods

Rules

Common questions

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