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How do I give a customer a cash refund for a return?

Process a full or partial cash return from the original transaction.

To give a cash refund, find the original sale in Sales > Transactions, open the full transaction, press Cash Return, select the items being returned (or tick Full Refund), and press Complete Return.

Who this is for: Cashier, Store admin

These steps use the New Experience. If your menu looks different, click Switch to New Experience at the top of the page.

Steps

    1. Go to Sales > Transactions. Pick a date range (for example Last 30 days or Choose dates...) and type the Transaction ID from the receipt into the search box ("Transaction #, customer, vendor, item or SKU"). You can scan the barcode at the bottom of the receipt.
New Transactions
    1. Press View on the sale, then press Open transaction in the drawer. The classic Transaction Details page opens.
    2. Press Cash Return.
New Transaction return buttons
  1. On the Return page, choose what's being returned:
    • Partial return: press Select next to each item being returned. The return amount updates automatically.
    • Full refund: tick Full Refund to select every item.
  2. Tick Return to Inventory if the items can be sold again. Leave it unticked for damaged items.
  3. Press Complete Return and give the customer their cash.

Things to know

  • Returns work the same way for Cash Return, Credit Return, and returning to a gift card.
  • If the sale is from today and nothing about it needs to stay, you can Void it instead. Voids are same-day only.
  • If the sale included a gift card sale or reload, returning that line takes the money back off the gift card. If the customer already spent it, you'll see a message like "Gift card ... has $5.00 available, but this return takes back $25.00." Remove that line from the return; other items can still be returned.

Troubleshooting

  • Can't print a receipt from the Return screen: go back to Sales > Transactions, find the return transaction (use the Returned or Refunds chip), press View, then Receipt.
  • The sale was rung under the wrong vendor: completed sales can't be edited. An administrator fixes it in Money > Rent & fees on the Credits & fees tab: post a Fee (debit) to the wrong vendor and a Credit to the correct vendor, with a description.