BEST POS - Returns and exchanges at the register

Returns and Exchanges at the Register in BEST POS

Summary

This guide shows how to process a return (partial or full refund) and an exchange (return + new sale) at the register: find the original sale, select lines, apply fees/credits, handle serials/IMEI, recalc taxes and totals, then refund per the original tender policy. Includes audit checks and common scenarios.

Step-by-step Instructions

1) Prerequisites and policies

  • Permissions to perform returns/exchanges and, where applicable, void/credit tenders.
  • Store policy: time window (e.g., 30 days), proof of purchase, restocking fee, allowed refund methods (original tender, store credit, gift card).
  • Procedures for serialized items (scan serial at return intake).

2) Locate the original sale

  1. Open Returns/Exchanges at POS.
  2. Scan the receipt barcode or search by invoice number, customer, or date.
  3. Verify the sale is eligible (window, status, store if restricted).

3) Select items to return

  • Tick the lines to return; adjust quantity for partial returns.
  • For serialized items (IMEI/serial), scan or enter the serial number being returned.
  • Enter the reason (defective, wrong item, remorse) and set return to stock or no stock.

4) Calculations: price, discounts, taxes

  • Price and discounts follow the original invoice (pro-rated if partial).
  • Taxes recalc automatically based on returned amounts.
  • Apply a restocking fee (amount or %) when policy requires.

5) Refund the customer (return)

  1. Select the refund method per policy: original tender (same card), cash (if cash paid), store credit or gift card.
  2. For cards: send the credit to the terminal; wait for authorization.
  3. Print/email the refund receipt.

6) Process an exchange (return + new items)

  1. After selecting return lines, click Add exchange items.
  2. Add new items; verify prices, discounts, and taxes.
  3. The system calculates the difference due or refund.
  4. Collect the difference or issue the residual refund per policy.

7) Finalize and post the return

  • Confirm return to stock (or write-off) for items.
  • Generate and provide the return/exchange receipt to the customer.
  • Review audit logs (user, time, lines, serial, amounts, reason).

Fixes and FAQs

  • Sale not found: search by customer or amount, or use no-receipt return if allowed by policy.
  • Card credit declined: check terminal/network, retry, or issue store credit per policy.
  • Serial not recognized: verify the number and link to the original item (IMEI/serial).
  • Wrong taxes: rerun Subtotal, check the customer tax group and item type.
  • Inventory mismatch: ensure return to stock is set and a bin/location exists.

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