Performing Returns

Perform a return to refund a customer for a sale from the current shift or a previous shift. Returns can be processed back to the customer’s original payment method, to a gift card for store credit, or to a variety of other tenders. Returning items puts them back into inventory and, though items cannot be exchanged, they can be returned and re-sold in separate transactions.

Watch our Register Returns video below:

Register Returns

Table of Contents

Current Shift Returns

If a sale occurred during the current open shift, browse the shift history to find and return it. Use the search bar to search by scanning the receipt barcode, customer contact details, last 4 digits of the credit card used, or the transaction number from the original receipt.

  1. Tap 'History / Returns' on the Control Panel.
  2. Tap the 3 dot menu on any sale, then 'Begin Return.
  3. Select the items for return.

    The highlighted items will be returned. Tap ‘Select all’ to return all items.

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    Cashiers cannot perform partial returns. If you need to refund part of an item, return the entire item first, then ring up a sale for the item and apply a discount to it.
  4. Choose the tender to return to the customer.

    The original sale tender is highlighted in red as the suggested tender for return. Tap ‘More…’ to use a different tender, such as ‘Gift Card’. Sales can only be returned to ‘Credit’ if originally paid by credit.

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  5. Select an option for receipt (optional) and tap 'Done'.
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  • Having an issue with the return? Visit our Cashier Functions Troubleshooting guide for help.
  • If you have questions about performing returns, visit our iPad Register FAQ for help.
  • Previous Shift Returns

    If a sale occurred outside the current shift, find the original transaction by scanning the receipt barcode, searching by the transaction number, customer contact information (name, phone number, email), or the last 4 digits of the credit card used during the sale to start the return. You can find receipts through the Transactions Report in BackOffice.

    1. Tap 'History / Returns' on the Control Panel.
    2. Scan the receipt barcode or enter the transaction number, customer contact information (name, phone number, email), or the last 4 digits of the credit card used, then tap 'Search'.
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    3. Tap the 3 dot menu, then 'Begin Return' to start.
    4. Select the items for return.

      The highlighted items will be returned. Tap ‘Select all’ to return all items.

      Click to Enlarge
      Cashiers cannot perform partial returns. If you need to refund part of an item, return the entire item first, then ring up a sale for the item and apply a discount to it.
    5. Choose the tender to return to the customer.

      The original sale tender is highlighted in red as the suggested tender for return. Tap ‘More…’ to use a different tender, such as ‘Gift Card’. Sales can only be returned to ‘Credit’ if originally paid by credit.

    6. Select an option for receipt (optional) and tap 'Done'.
      Click to Enlarge
  • Having an issue with the return? Visit our Cashier Functions Troubleshooting guide for help.
  • If you have questions about performing returns, visit our iPad Register FAQ for help.
  • Split Tender Returns

    For split tender sales, either split the return to separate tenders or refund the entire balance to one tender.

    1. Begin a return for a split tender sale from the current or a previous shift.
    2. Tap 'More…' and 'Split Tender'.

      Or, select a tender like Cash to refund the entire balance.

    3. (Optional) Use the + and – buttons to change the number of splits.
    4. Confirm the return tenders and amounts.

      Tap an amount or tender to change it if necessary.

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    5. Tap 'Return' next to each tender.
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    6. After returning all tenders, tap 'Done'.
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    7. Select an option for receipt (optional) and tap 'Done'.
  • Having an issue with the return? Visit our Cashier Functions Troubleshooting guide for help.
  • If you have questions about performing returns, visit our iPad Register FAQ for help.
  • Manual Returns

    If unable to locate a transaction’s receipt, perform a manual return to refund the customer anyway.

    Cashiers cannot perform a manual return to a credit card. Credit returns require the transaction number from the original receipt, the last 4 digits of the credit card used, or the customer’s contact info.

    1. Tap 'History / Returns' on the Control Panel.
    2. Select 'Manual Return'.
    3. Tap a button, search by item name, SKU, or UPC, or scan an item to add it to the return.
      Click to Enlarge
    4. Select a tender to complete the return.

      Tap ‘More…’ to use a different tender, such as ‘Gift Card’.

      Click to Enlarge
  • Having an issue with the return? Visit our Cashier Functions Troubleshooting guide for help.
  • If you have questions about performing returns, visit our iPad Register FAQ for help.

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