Returns and refunds

Take back items from a paid bill and give the money back, in full or in part. Cancel an order that hasn't been paid.

Retail stores record sales returns. Restaurants record refunds on a settled bill. Both work the same way and both keep a full record.

Return items or refund a bill

Go to Sales › Orders and open the paid order.
Click Return Items (retail) or Refund (restaurants).
For each line, enter the quantity coming back. You can return part of a line. Items already returned are shown.
Choose the reason, for example Damaged or Food quality. For Other, type the reason.
Choose the Refund Method: how the money goes back to the customer.
Restaurants with stock tracking: leave Put items back in stock ticked if the items can be sold again. Untick it for food already served.
Click Process Return or Process Refund.

The refund amount includes the discount and tax that were on the original bill for those items. They aren't recalculated at today's rates.

Note

If the customer still owes money on a Due bill, the return first reduces what they owe. Only the rest is paid back.

Where returns show up

Sales › Sales Returns (retail) or Sales › Refunds (restaurants): every return, with its reason and method.
On the order: a Refunded or Partly refunded badge, and the list of returns.
Stock: with stock tracking on, returned items go back into stock (restaurants: unless you unticked Put items back in stock). The stock ledger shows them as a Sale Return.
Day Close and reports count refunds for the day they were made. The original day's sales don't change.

Cancel an unpaid order

To cancel an order that hasn't been paid, find it in Sales › Orders and click Cancel. Enter a Reason for Cancellation, then click Confirm Cancellation. The reason is kept on the order.