POS returns and exchanges

Let your customers return their products for a refund or exchange them for other items. Cin7 Core POS allows returns of items sold from the same POS outlet, from any connected POS outlet within your organization, and even allows returns from other sales channels with a valid order or invoice number.

Prerequisites

At least one POS register added to your base subscription
Only fully-paid sales are eligible to return, including on account sales and layby sales.
Set user permissions for your users. Can see all sales is required to process returns or exchanges for products bought at other POS outlets or via other sales channels.

Process a return

During returns, the price of the product that is being returned shows up as a negative on the total order price.

Navigate to Menu → Sell → Sales History screen.
Select the sale you would like to exchange. You can also filter sales by date, outlet, status or search for the sale by entering the Receipt Number or Customer Name on the search bar.
Click the sale to open it and view the bought products. Click Return to move to the next step. If the sale does not have a customer, you will be prompted to add one.
Select at least one item from the sale, and click Refund.
Refunds can be returned to the customer or to store credit to use against future sales. Enter the amount to be returned and click Confirm to finalise.
Print the receipt in order to finalise the exchange.

Note: Even if a card payment provider is configured for a POS register, it will process refunds as if payment setup is set to Card payment not integrated. This is because refunds are not processed through the register’s integrated payment system, e.g. Tyro.

Processing a POS return without an existing sale

This feature allows users to process refunds of historical sales, or sales from before the time they started using Cin7 Core POS. With this feature, a user/cashier can generate a refund without an existing sale. In order to do so, the user/cashier should add the product(s) first and then generate the refund and check out.

Note: The refund will be transparent to Cin7 Core users and will NOT have an impact on real-time money flows.

There are two options to process a return without an existing sale. Both can be accessed via POS web or the mobile application.The first option, Quick refund, will auto-generate a receipt number for you and is faster:

On the Cin7 Core POS menu, click Sell → Sales History.
On the Sales History page, click the hamburger menu on the top right, then click on Quick refund.
This will open the sales register in refund mode. The system will auto-generate a receipt number ans assigned to the refund. Select, scan, or search for the product(s) to be refunded from the list.
Optionally add a customer to the refund, if no customer is added, the system will assign the generic POS customer for your organization.
Click Refund. Refunds can be returned directly to the customer selecting a payment method or to store credit to use against future sales. Enter the amount to be returned and click Confirm to finalise.
The system will automatically create a stock adjustment for the refunded product.

Alternatively, use No-receipt refund to refund the customer without a sale. This option allows you to enter the receipt number of your choice, and skip making a stock adjustment.

On the Cin7 Core POS menu, click Sell → Sales History.
On the Sales History page, click the hamburger menu on the top right, then click on No Receipt Refund.
Enter a Receipt Number. By default, the refund will adjust your stock of the product. Toggle the Allow Stock Adjustment button to No if you don't want stock to be adjusted.
Click Continue.
Select or search for the product(s) to be refunded from the list. Add a customer to the sale if the sale does not yet have a customer, then click Refund to continue.
Refunds can be returned to the customer or to store credit to use against future sales. Enter the amount to be returned and click Confirm to finalise.

Process an exchange

Cin7 Core POS allows customers to exchange an item multiple times. During exchanges, the price of the product that is being exchanged shows up as a negative on the total order price.

Navigate to Menu → Sell → Sales History screen.
Select the sale you would like to exchange. You can also filter sales by date, outlet, status or search for the sale by entering the Receipt Number or Customer Name on the search bar.
Click the sale to open it and view the bought products. Click Return to move to the next step. If the sale does not have a customer, you will be prompted to add one.
Select at least one item from the sale, and click Exchange. Sale must have been fully tendered to be available for exchange, including for On Account sales.
The item(s) you want to exchange will now appear on the checkout screen as a negative.
Find the item you want to exchange for the old item, and add it to the sale. If there is a difference in price between the old and new item, this will also be displayed.
Click Exchange to move to the next stage.
Choose the Payment method and finalise the sale (if new total is greater) or refund (if new total is lesser). Refunds can be returned to the customer directly or to store credit to use against future sales.
Print or email the receipt in order to finalise the exchange.

Note: Once an exchange has been processed in Cin7 Core POS, the sale in Cin7 Core web will be converted to an advanced sale. A new fulfillment will be added to the sale to represent the exchange, with pick, pack, and ship already authorized.

Processing a POS exchange without an existing sale

This feature allows users to process exchanges of historical sales, or sales from before the time they started using Cin7 Core POS. With this feature, a user/cashier can generate an exchange without an existing sale.

On the Cin7 Core POS menu, click Sell → Sales History.
On the Sales History page, click the hamburger menu on the top right, then click on No Receipt Exchange.
Enter a Receipt Number. By default, the refund will adjust your stock of the product. Toggle the Allow Stock Adjustment button to No if you don't want stock to be adjusted to reflect the exchange.
Click Continue. There are two buttons displayed on the shopping cart display - Return and Sale. Click the buttons to toggle between the two lists.
Add products to return to the Return list using the sales register. Product(s) will be displayed with a negative price and negative quantity.
Add products to exchange to the Sale list using the sales register. Product(s) will be displayed with a positive price and positive quantity.
Click Exchange to continue. If there is a price discrepancy, the user will be prompted to refund the customer in the case of a negative amount or take payment in the case of a positive amount.
When completed, the system will create a stock adjustment in the return location to correct stock levels, the stock adjustment can be found in the Related orders tab of the sale. The Restock tab will not show any items.

Return or exchange a product at a different POS outlet

Sales bought at other POS locations can be returned to any other POS location of the organization. The user must have the permission Can see all sales to perform this action.

Go to Menu → Sell → Sales History and select All Sales view.
Search for the order number, invoice number or customer name to display sales.
Click a sale and confirm whether to proceed with a return. This will open up a window with sale details, click Return to continue.
Select the items to return and click Refund. Confirm the refund amount to complete the return.

When a return is processed at a different outlet to the sale location, Cin7 Core will automatically generate a stock transer from the sale location to the return outlet for the returned product/s.

Return or exchange a product bought from another sales channel to a POS outlet

Sales bought through other channels (e.g. Shopify) or via the Cin7 Core web portal can be returned at any POS location. The user must have the permission Can see all sales to perform this action. Set user permissions for Cin7 Core POS via the Cin7 Core web portal, Integrations → Cin7 Core POS → [selected store] → Users.

Go to Menu → Sell → Sales History and select All Sales view.
Search for the order number, invoice number or customer name to display sales.
Click a sale and confirm whether to proceed with a return. This will open up a window with sale details, click Return to continue.
Select the items to return and click Refund. Confirm the refund amount to complete the return.