Returns & Refunds

Overview

The Returns page (/point-of-sale/returns) provides a dedicated interface for processing product returns and customer refunds.

Page layout

┌──────────────────────────────────────────────────────────┐
│ Search | Date range | Status filter | Refresh            │
├──────────────────────────────────────────────────────────┤
│ Returns table                                            │
│ - Return # | Date | Original order | Customer | Amount  │
│ - Status | Items returned | Refund method              │
│ - Actions: View detail | Print receipt                  │
└──────────────────────────────────────────────────────────┘

How to process a return

Step-by-step guide

Step 1: Find the order

Navigate to Orders page (/point-of-sale/orders):

1. Use Completed tab to find paid orders
2. Search by order number, customer name, or date range
3. Find the order you want to return
4. Click Return/Refund icon in row actions

Step 2: Return modal opens

Modal displays:

• Order details (number, date, total)
• Line items with checkboxes
• Customer information
• Return policy validation

⚠️ Customer requirement: Returns require a linked customer.

If order is walk-in (no customer):

• Customer assignment panel appears
• Search by name, phone, or email
• Select customer to continue
• Required for refund processing (store credit, loyalty points)

Step 3: Select items to return

Item selection:

• ✅ Catalog items: Show checkbox (can be returned)
• ⚠️ Non-catalog items: Show warning (cannot be returned)
• Select all: Check master checkbox at top
• Partial returns: Check only specific items

Refund preview (updates in real-time):

Refund Preview
───────────────
Merchandise  $45.00
Tax          $ 3.38
───────────────
Total        $48.38

Step 4: Fill refund form

Required fields:

1. Refund reason (dropdown):

   • Damaged or defective product
   • Wrong item received
   • Not as described
   • Customer changed mind
   • Other (custom text input)

2. Refund method (select one):

   Method	Description	When to use
   Wallet	E-wallet refund (MoMo, ZaloPay)	Customer has digital wallet
   Manual	Cash refund at counter	Immediate cash return
   Original	Refund to original payment	Card reversal, same method

3. Customer note (optional):

   • Additional details about return
   • Appears on return receipt

Step 5: Process return

Click “Process Return” button:

• Button shows spinner during processing
• Server validates return policy
• Creates return order (negative totals)
• Processes refund via payment gateway
• Adjusts inventory (adds items back)

Success indicators:

• ✅ Green toast: “Return processed successfully”
• Modal closes automatically
• Orders list refreshes
• Return appears in Returns page

Immediate effects:

• Refund issued to customer (wallet/card/cash)
• Inventory updated (if stock tracking enabled)
• Customer account updated (loyalty points adjusted)
• Return receipt printed (if auto-print enabled)

Return policy rules

Return window:

• Store-configurable (default: 30 days)
• Orders older than limit are blocked
• Error message shows: “Return window expired. This order is 45 days old (limit: 30 days)”

Auto-approve (POS only):

• Returns immediately approve + refund
• No manager approval needed
• Instant customer refund at counter

Blocked returns:

• ❌ Order already fully refunded
• ❌ Return window expired
• ❌ Order not completed (draft/cancelled)
• ❌ Quick return disabled in store settings

Where returns appear

After processing, returns are visible in:

1. Returns page (/point-of-sale/returns) — Dedicated returns table
2. Orders page — Original order shows “Refunded” status badge
3. Customer account — Return history, adjusted points

Returns table

The Returns page shows all processed returns:

Columns

Column	Content
Return #	Return order number (barcode format)
Date	Return processed timestamp
Original order	Link to original sale order
Customer	Customer name (or ”—” for walk-in)
Items	Count of returned items (e.g., “3 items”)
Amount	Refund amount (negative, e.g., ”-$48.38”)
Method	Refund method (Wallet, Manual, Original)
Status	Return processing status

Filters

Search:

• Return number, customer name, original order number
• Debounced 350ms

Date range:

• Today, Yesterday, Last 7 days, Last 30 days
• Custom date picker

Status filter:

• All / Completed / Pending / Cancelled

Status badges

Status	Color	Meaning
Completed	Green	Return processed, refund issued
Pending	Yellow	Awaiting manager approval
Cancelled	Red	Return cancelled/voided

Row actions

• View detail — Opens return receipt preview modal
• Print receipt — Sends return receipt to configured printer
• View original order — Navigates to original order in Orders page

Return receipts show:

• Return order number
• Original order reference
• Returned items with quantities
• Refund amounts (merchandise + tax)
• Refund method
• Customer signature line (if applicable)

Refund methods explained

1. Wallet (E-wallet)

When to use: Customer paid with digital wallet (MoMo, ZaloPay, VNPay)

How it works:

• Refund goes to customer’s wallet account
• Processed through payment gateway
• Usually instant (within minutes)
• Customer receives notification from wallet app

Requirements:

• Internet connection (online only)
• Customer’s wallet account active
• Original payment was via wallet

2. Manual (Cash)

When to use: Quick cash refund at counter

How it works:

• Cashier hands cash to customer immediately
• No payment gateway involved
• Works offline (Desktop app)
• Fastest refund method

Use cases:

• Original payment was cash
• Customer prefers cash over card refund
• Card terminal offline/unavailable

3. Original payment method

When to use: Refund to same payment method as original order

How it works:

• Cash → Cash: Manual cash refund
• Card → Card: Card terminal processes reversal
• Wallet → Wallet: Gateway refunds to same wallet
• Mixed payment: Proportional refund to each method

Card refunds:

• Requires card terminal connected
• Customer may need to present card (or tap/chip)
• Takes 3-7 business days to appear on statement
• Terminal shows “Refund approved” confirmation

Important: Card refunds cannot be processed offline (need terminal + network)

Inventory impact

When return is processed:

• Stock tracking enabled: Returned items added back to inventory
• Stock tracking disabled: No inventory adjustment
• Inventory log records return transaction

Permissions

Action	Required permission
Process return	pos write
View returns	pos read
Void return	settings read (manager)

Offline behavior (Desktop)

Returns while offline

Returns can be processed offline:

• Return goes to local outbox
• Auto-syncs when connection restored
• Appears in Returns table immediately (local-first)

Limitations

• Card refunds require online connection (terminal needs network)
• Store credit requires online (customer account must be updated)
• Cash/exchange returns work fully offline

Troubleshooting

Cannot process return

Error: “Return window expired”

Cause: Order older than store’s return policy limit (e.g., 30 days)

Solution:

• Check order date in Orders list
• Contact manager to override policy (if applicable)
• Offer store credit or exchange as alternative

Error: “Customer required for return”

Cause: Order has no linked customer

Solution:

1. Use customer assignment panel in return modal
2. Search by name, phone, or email
3. Select customer to continue

Error: “Cannot return non-catalog items”

Cause: Item not linked to catalog (custom line item)

Solution:

• Only catalog-linked items can be returned
• Contact manager for manual adjustment

Card refund failed

Symptom: Terminal shows error during refund

Causes:

• Terminal disconnected from Desktop bridge
• Card declined by bank
• Network timeout
• Wrong card presented

Solution:

1. Check terminal connection in Settings → Card Terminal
2. Retry transaction with same card
3. Try different card
4. Offer cash or wallet refund as alternative
5. If repeated failure, contact support

Return not appearing in Returns page

Cause 1: Date range filter

Solution: Expand date range to include return date

Cause 2: Offline and not synced (Desktop)

Solution:

• Check outbox banner for pending sync
• Wait for auto-sync (every 5 minutes)
• Click manual sync button

Cause 3: Browser cache

Solution: Click Refresh button or press F5

Inventory not adjusted

Cause: Stock tracking disabled for product

Solution:

• Check product settings in Items page
• Enable “Track stock” if needed
• Contact manager for manual inventory adjustment

Common scenarios

Scenario 1: Customer lost receipt

What to do:

1. Go to Orders page
2. Search by customer name or date
3. Find order in table
4. Verify with customer (items, date, amount)
5. Process return normally

No receipt required — system has full order history.

Scenario 2: Partial return

Example: Customer bought 5 items, returns 2

Steps:

1. Open return modal
2. Check only the 2 items being returned (uncheck others)
3. Refund preview shows partial amount
4. Process return

Original order remains valid for other items.

Scenario 3: Defective product

Steps:

1. Process return normally
2. Select reason: “Damaged or defective product”
3. Add details in customer note (e.g., “Screen cracked on arrival”)
4. Refund via customer’s preferred method
5. Tag returned product for inspection/disposal

Scenario 4: Wrong item shipped

Steps:

1. Process return for wrong item
2. Select reason: “Wrong item received”
3. Issue refund
4. Start new sale for correct item
5. Customer pays only if price difference

Tip: Use Manual refund for immediate cash, then ring up correct item.

Related

• Orders List
• Sale Workspace
• Card Terminal