Performing Returns

Whether a sale happened during the current or a previous shift, perform a return to refund a customer’s money. Returning a transaction also puts the items back into inventory to keep their quantity accurate.

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.

Quickly filter through transactions by using the search bar to search by customer contact information, the last 4 digits of the credit card used, or the transaction number found on the original receipt.

  1. Tap 'History / Returns' on the Control Panel.
  2. Choose a sale from the shift history and tap 'Begin Return'.
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  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 the suggested tender for return. Sales can only be returned to Credit if originally paid by credit. Credit card returns automatically refund to the card used in the original sale.

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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.

Previous Shift Returns

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

  1. Tap 'History / Returns' on the Control Panel.
  2. 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 'Begin Return' to start.
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  4. 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.
  5. Choose the tender to return to the customer.

    The original sale tender is the suggested tender for return. Sales can only be returned to Credit if originally paid by credit. Credit card returns automatically refund to the card used in the original sale.

  6. 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.

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.

    Credit card returns automatically refund to the card used in the original sale.

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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.

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. Add items to the return and select a tender to complete the return.
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Check out our FAQ for some answers to common questions that come up when performing returns.
Having trouble when making returns? Check out our Troubleshooting Guide for solutions to some common problems!