Performing Returns

Perform a return to refund a customer for a sale from the current register 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.

Table of Contents

Current Shift Returns

If a sale occurred during the current open register shift, browse the shift history to find and return it.

  1. In the ShopKeep Register app, tap 'Sales History' on the Main Menu (iOS) or register menu (Android).
    iOS ShopKeep Register App              

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    Android ShopKeep Register App

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  2. Select a sale from the current register shift to return.

    Unable to find the sale? Search for it by transaction number, customer contact information, last 4 digits of the credit card used, or by scanning the receipt barcode.

    See step 2 in the Previous Shift Returns section to learn how to search for a sale to return.

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  3. Tap the 3-dot menu on a sale and select 'Begin Return' (iOS), or tap ‘Begin Return (Android).
    iOS ShopKeep Register App              

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    Android ShopKeep Register App

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  4. Select the item(s) to return.
    • Only highlighted items will be returned. Tap ‘Select all’ to return all items.
    • Partial item returns are not supported. Need to refund part of an item’s price? Return the entire item first, ring up a new sale for the item, and apply a discount to the sale.
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    The total quantity of selected items appears under the grand total, allowing cashiers to verify the number of items being returned. Each unit priced item counts as 1 item despite the quantity entered.

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  5. Select the tender to return to the customer.

    The original sale tender will appear in red as the suggested tender for return. To use a different tender, such as ‘Gift Card’, tap ‘…’

    Sales can only be returned to a credit card if originally paid with the ‘Credit’ tender at the register.

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  6. If using the Android ShopKeep Register app, tap ‘Yes’ to authorize the return.
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  7. Select a receipt option and tap ‘Done’, or tap 'No Receipt'.
    Learn how to reprint a receipt for a completed return here.

  • Having an issue with a return? Visit our Cashier Functions Troubleshooting guide for help.
  • For answers to common questions about returns, visit our Register FAQ.
  • Previous Shift Returns

    If a sale occurred outside the current register shift, search by transaction number, customer contact information (name, phone number, email), last 4 digits of the credit card used during the sale, or scan the receipt barcode to find the original sale and start a return.

    Need to locate a receipt or information about a sale? Find it on the BackOffice Transactions Report.

    1. In the ShopKeep Register app, tap ‘Sales History’ on the Main Menu (iOS) or register menu (Android).
      iOS ShopKeep Register App              

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      Android ShopKeep Register App

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    2. Search for a sale to return using any method listed below.
      a  Enter the transaction number, customer contact information (name, phone number, email), or last 4 digits of the credit card used, then tap ‘Search’ (iOS) or ‘Done’ (Android).
      Searching by credit card or customer may require you to select the relevant option from the drop-down next to the search field.
      All of the above details are available on the original sales receipt and in the BackOffice Transactions Report.
      iOS ShopKeep Register App              

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      Android ShopKeep Register App

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      b  Use a supported barcode scanner to scan a receipt barcode.
      Barcodes automatically print on receipts in the Android ShopKeep Register app but must be manually enabled for the iOS ShopKeep Register app.
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      c  Android only. Tap ‘Scan’ to use the register’s built-in camera to scan a receipt barcode, then align the barcode with the red line on screen and wait for the sale to appear.
      Barcode scanning with the built-in camera works best in well-lit areas. This feature is only available in the Android ShopKeep Register app.

    3. Tap the 3-dot menu and select 'Begin Return' (iOS), or tap ‘Begin Return’ (Android).
      iOS ShopKeep Register App              

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      Android ShopKeep Register App

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    4. Select the item(s) to return.
      • Only highlighted items will be returned. Tap ‘Select all’ to return all items.
      • Partial item returns are not supported. Need to refund part of an item’s price? Return the entire item first, ring up a new sale for the item, and apply a discount to the sale.
      Click to Enlarge

      The total quantity of selected items appears under the grand total, allowing cashiers to verify the number of items being returned. Each unit priced item counts as 1 item despite the quantity entered.

      Click to Enlarge
    5. Select the tender to return to the customer.

      The original sale tender will appear in red as the suggested tender for return. To use a different tender, such as ‘Gift Card’, tap ‘…’

      Sales can only be returned to a credit card if originally paid with the ‘Credit’ tender at the register.

      Click to Enlarge
    6. If using the Android ShopKeep Register app, tap ‘Yes’ to authorize the return.
      Click to Enlarge
    7. Select a receipt option and tap ‘Done’, or tap 'No Receipt'.
      Learn how to reprint a receipt for a completed return here.

  • Having an issue with a return? Visit our Cashier Functions Troubleshooting guide for help.
  • For answers to common questions about returns, visit our Register FAQ.
  • 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 by following steps 1 - 4 in the Current Shift or Previous Shift section.
    2. Tap 'Split Tender' (iOS), or tap ‘...’ and select ‘Split Tender’ (Android).

      Or select a tender, such as ‘Cash’, to refund the entire balance of the sale to.

      iOS ShopKeep Register App              

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      Android ShopKeep Register App

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

      If necessary, tap a tender or amount to change it.

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    5. Tap 'Return' next to a payment to refund it to the customer.
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    6. Select a return receipt option for the payment and tap ‘Done’, or tap 'No Receipt'.

      Payment receipts for split tender returns show only the amount refunded for the specific payment. For a receipt listing all the items on the return, print or email a transaction receipt (step 9).

    7. Repeat steps 5 - 6 for each remaining tender.
    8. After returning all tenders, tap 'Done'.
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    9. Select a receipt option for the transaction and tap ‘Done’, or tap 'No Receipt'.

      Transaction receipts for split tender returns show all items and payments on the return.

      Learn how to reprint a receipt for a completed return here.

  • Having an issue with a return? Visit our Cashier Functions Troubleshooting guide for help.
  • For answers to common questions about returns, visit our Register FAQ.
  • Manual Returns

    If unable to locate the receipt for a sale, perform a manual return to refund the customer anyway.

    Manual returns cannot be refunded to a credit card. To process a return for a sale paid by credit card, you must follow the steps in the Current Shift or Previous Shift Returns section above to look up the original credit sale.

    1. In the ShopKeep Register app, tap ‘Sales History’ on the Main Menu (iOS) or register menu (Android).
      iOS ShopKeep Register App              

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      Android ShopKeep Register App

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    2. Select 'Manual Return'.
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    3. Tap a shortcut, search by item name, SKU, or UPC, or scan an item to add it to the return.
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      The total quantity of items on the return appears under the grand total, allowing cashiers to verify the number of items being returned. Each unit priced item counts as 1 item despite the quantity entered.

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    4. Select a non-credit tender to complete the return.
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    5. Select a receipt option and tap ‘Done’, or tap 'No Receipt'.
      Learn how to reprint a receipt for a completed return here.

  • Having an issue with a return? Visit our Cashier Functions Troubleshooting guide for help.
  • For answers to common questions about returns, visit our Register FAQ.