The refund process is slightly different depending on if the customer has a receipt for the original transaction.   Refer to the below sections for details. 



Customer Has Receipt

To process refunds when the customer has the receipt:

  1. Click the Start Sale button to begin a new transaction, as normal.

  2. Click the Refund button from the list of menu options on the far right-hand side of the Transaction screen. 



[NOTE:  If you don’t have the permissions to perform the refund, an Authorization prompt will appear – a user with permission to authorize refunds (e.g. Manager, Supervisor, etc.) must enter their login credentials to proceed with the refund.]



      3. A Series-Folio prompt will open – scan or type the folio number from the customer’s receipt in the provided field, then click the OK button. 


[NOTE:  By default, the folio of the last completed sale will display – this can be edited, if required.] 



      4. The Refund Detail window will open.  Select the checkboxes beside the item(s) to be refunded, then click OK.




      5. Depending on your configuration, you may be prompted to select a reason for the refund – do so, then click the OK button to proceed.


[NOTE:  The reasons that display are configured for your organization.] 




      6. The Tender window will open.  The balance will reflect the value of the selected item(s) in a negative value (i.e. to indicate the amount to be returned to the customer).  Select the method of payment to refund the purchase to and click the Transaction Finished button to finalize the transaction, as normal. 




Customer Does Not Have Receipt

To process refunds when the customer does not have the receipt, or if the purchase was made at another store: 

  1. Click the Start Sale button to begin a new transaction, as normal.

  2. Click the Refund button from the list of menu options on the far right-hand side of the Transaction screen.  

  3. A Series-Folio prompt will appear.  Type 2 asterisks ** in the provided field and click OK.    

  4. An error will appear indicating the folio number was not found and prompting you to proceed with a manual refund – click the Yes button to proceed.  

  5. A blank transaction window will appear in Refund mode.  Add the item(s) to be refunded to the transaction like a normal sale (e.g. scan the UPC, enter the item number, etc.).  The item(s) will appear on the transaction with a negative quantity and selling price.    

  6. Click the Tender Sale button to complete the transaction.      

  7. Depending on your configuration, you may be prompted to select a reason for the refund – do so from the provided list, then click the OK button to proceed.

  8. The Tender window will open.  The balance will reflect the value of the selected item(s) in a negative value.  Select the method of payment to refund the purchase to and click the Transaction Finished button to finalize the transaction, as normal.