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.
In the Retail POS (S-Series) app, tap 'Sales History' on the Main Menu (iOS) or register menu (Android).
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.
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.
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.
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.
In the Retail POS (S-Series) app, tap ‘Sales History’ on the Main Menu (iOS) or register menu (Android).
Search for a sale to return using any method listed below.
aEnter 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.
Barcodes automatically print on receipts in the Retail POS (S-Series) app for Android but must be manually enabled for the Retail POS (S-Series) app for iOS.
cAndroid 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 Retail POS (S-Series) app for Android.
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.
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.
Tap 'Return' next to a payment to refund it to the customer.
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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).
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.
In the Retail POS (S-Series) app, tap ‘Sales History’ on the Main Menu (iOS) or register menu (Android).
Tap a shortcut, search by item name, SKU, or UPC, or scan an item to add it to the return.
Click to Enlarge
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.
