Returns & Exchanges

On Find bill, enter the original number in Invoice or order number, then select Find bill, or use Scan receipt. You can also use Open beside a row in Today’s bills or Online orders. Check the invoice or order number and customer before choosing items. Paid online · Gateway payment identifies an online payment; it does not mean a refund has been sent. Use Next and Previous to inspect additional bill rows. A sale that was voided in full is not listed in Today’s bills, and looking its number up says This bill was voided instead of opening it. Cancel leaves without recording a return.

Select Return 1 for each item, or use its plus control, then adjust Return quantity. Each line reads N sold, N returned · N can be returned, so you can see how many were sold, already returned and still returnable. If the line instead reads Return quantity unavailable. Reload bill., the screen did not receive a valid returned quantity and treats the line as not returnable; select Reload bill (above the bill's lines) to fetch the current figures. Reload bill is disabled while the counter is offline, while a request is in progress or after the return is recorded. Set the quantity to zero to remove that item from this return. Already returned is disabled when no quantity remains. For a measured item, use the quantity and unit shown; do not assume one piece. If the bill says Returned in full or its return window has closed, review the original record with the owner rather than making another sale or return.

For each selected item, choose Back to shelf for goods that can be sold again or Damaged for goods that must not return to saleable stock. The Back to shelf switch offers the same stock choice where shown. Selecting it does not change stock before the return is recorded. Choose Return reason (required): Customer changed mind, Item damaged or Wrong item. Picking Item damaged sets every item you have not touched to Damaged; picking either other reason sets them to Back to shelf. An item whose Back to shelf or Damaged choice you changed yourself keeps your choice when you change the reason, so check each item before you confirm. Items you select after choosing Item damaged also start as Damaged. Use Note for an optional explanation. Back returns to the original bill or bill search without recording a new return.

Use Return for a refund or balance reduction, or Exchange for credit toward a replacement bill. Under Refund to, select the offered destination: Same as paid (the method and amount the customer paid with appear as a smaller line under the label), Cash or Cash fallback where shown, or Reduce udhaar when available. The choices depend on the original payment, outstanding udhaar and current gateway-refund setup. On a bill with no udhaar outstanding whose payment was not cash (including UPI or card), Cash is offered as a choice (shown as Cash or Cash fallback), and a cash refund on a digital payment needs owner approval. When gateway refunds are not available (not configured or could not be checked) for a bill paid through the payment gateway (UPI collected through the gateway) or on a card terminal, the same-as-paid choice is not offered and Return selects Cash for you, so the refund can be quoted straight away instead of waiting on a method that cannot be used. A manually recorded UPI or card payment is not affected by this fallback. You can still switch to Exchange or, where offered, Reduce udhaar. Cash fallback does not reverse the original UPI or card payment. Do not send a second refund through that original method after giving cash.

How the Refund to choices are decided, for a refund (not an exchange):

• A bill with udhaar still outstanding offers Reduce udhaar in place of Same as paid.
• Otherwise Same as paid (with the original payment named) is offered when the bill was not paid through the payment gateway or a card terminal, or when the counter has confirmed that gateway refunds are Ready for the shop.
• On a bill with no udhaar outstanding whose first payment was not cash, Cash is also offered.
• For a bill paid through the payment gateway (UPI collected through the gateway) or on a card terminal, the counter asks the server whether gateway refunds are ready as soon as the bill opens. While that check runs, and whenever the answer is not Ready, Same as paid is hidden and the note Original gateway refunds are not configured or could not be verified. Choose cash with owner approval, exchange, or reduce udhaar where available. appears under the choices. When the answer is Ready, Same as paid appears and the note disappears, so the refund can go back to the customer's original UPI or card payment.

Payment methods are always named in plain words, never as raw system codes: Cash, UPI, Card, UPI auto-confirm, Card machine, Udhaar, Exchange credit, Online payment, Recorded by admin or Gift card (code) / Store credit (customer). A method the counter cannot name reads Payment method unavailable; check the original bill rather than guessing.

As soon as you select items, Live refund preview appears and says Calculating refund…. About a quarter of a second after your last change (item, quantity, Back to shelf or Damaged, or the Refund to choice) it shows Refund: ₹amount, Udhaar reduction and, for an exchange, Exchange credit. Each selected line adds a tax line such as Taxable ₹140.11 · CGST ₹11.22 · SGST ₹11.23 · IGST ₹0 · Round-off -₹0.04. Keep changing the selection and the preview recalculates; only the latest answer is shown.

If the refund will need the owner and you are signed in as a cashier, the preview says Owner PIN will be needed with the reason: This refund needs owner approval, Cash refund for a digital payment, Refund is above the cashier limit or Refund method differs from the original payment. If it cannot calculate you see Could not preview refund (code). Change the selection to try again. The preview ends with Preview only. The final refund is confirmed when the return is recorded. It never records a return or moves money; the binding quote below still decides the final amount. When the owner is signed in on the counter (including an owner PIN sign-in linked to the owner's account), the Owner PIN will be needed notice and its reasons are not shown, because the owner can quote and complete the return without a separate approval.

A bill that was just paid may not have its final invoice ready yet. When that happens POS does not fail: the preview and the quote show Preparing the original invoice. We will retry automatically. and check again by themselves for roughly 45 to 50 seconds. Stay on the screen. When the invoice is ready the preview or quote appears on its own. If the invoice is still not ready after the retries, you see The original invoice is still being prepared. Wait a moment, then retry. No return has been recorded. with a Retry invoice check button. Wait a moment and select it; nothing was recorded, so nothing needs undoing. The button is disabled while the counter is offline, locked or busy.

Wait while Getting the refund quote… is shown. Review the returned quantity and amount for each selected line, Return total, Refund amount and each payment method's allocated amount. Review Khata reduction and Exchange balance separately; neither is cash handed back. Credit note appears when applicable to the original GST invoice. A plain bill uses a return acknowledgment and does not become a GST invoice.

A payment allocation marked Refund pending still awaits refund completion. Other allocations use the label Refund destination. These are quote details before confirmation, not proof that a return or payment has completed. You cannot edit the quoted amount; change the selected return details if they are wrong, then review the replacement quote.

Select Refund followed by the quoted refund amount, or Exchange for an exchange return. Use an account allowed to return the bill. An owner confirms through the existing owner authority. A cashier's refund always needs the owner's approval: the cashier refund limit is ₹0, so any refund above zero goes to the owner, and a cash refund on a digital payment needs approval as well. A configurable cashier limit is not available yet.

When the current quote already names that approval, the Owner approval required screen opens on your first press of the refund button, before anything is submitted. It names the action as Owner approval for refund (over the limit) or Cash refund on a digital payment, with the bill and amount. Nothing is sent to the server and no return is recorded until the owner approves. Choose an eligible Owner, then either the owner enters Owner PIN and you select Continue, or you select Ask owner remotely when it is available (Use owner PIN instead switches back). Once the owner approves, the refund is submitted for you with that approval; you do not press the refund button a second time. Select Dismiss to close the screen without approving: nothing is submitted, the refund button becomes available again, and pressing it asks for owner approval again. While the approval screen is open the refund button and the Refund to method buttons are disabled.

If the quote did not name the approval, the refund is submitted first; when the server then says it needs owner approval, the same Owner approval required screen appears, and after the owner approves, the refund is resubmitted automatically with that approval.

An owner signed in on the counter refunds without this prompt. The approval applies to this unchanged return. Changing the return or quote requires reviewing the new request.

Wait for the recorded result. Return recorded or Cash refund recorded confirms the return record; inspect the actual refund status as well. A completed cash refund, including Original payment method when the original tenders were all cash, says Cash refunded. A still-pending electronic refund says Refund pending; the copy follows the recorded refund method and status, not just the first payment method on a mixed bill. Refund pending does not mean money reached the customer, and a failed refund needs review. Reduce udhaar reduces the customer's balance without paying cash. If exchange credit is created, the counter opens the replacement flow below.

The counter reloads the bill and its current version. Check the customer and original bill. Use the original approved device and register. The store must allow paid-bill voids; a visible button does not bypass that permission.

For a discounted bill, the refund uses the original discounted item values and the bill's round off. Voiding the whole paid bill before any returns refunds exactly the amount paid, rather than the items' prices before discounts. If you already returned some items, the void covers only the remaining items and remaining round off; earlier refunds plus the void still add up to the net amount paid. Partial returns also use each item's original discounted value. Do not add a discount or round-off difference to the refund yourself.

What the invoice and credit note show. On POS invoices issued from this update onward, a whole-bill discount (a manual bill discount, a coupon or a loyalty reward) is spread across the bill's taxable lines. Each line's taxable value, GST and line total on the invoice is therefore on the discounted basis, with the bill's round-off shared across the lines. A credit note issued for such a bill reverses the same per-line amounts, so a full void takes every line back to zero and partial returns use each returned line's own discounted share. Invoices issued before this update are not changed or re-issued; they keep the amounts they were issued with. This does not change what the customer paid or the refund total.

Reason is required: the label carries a Required marker and the box shows the example text e.g. Wrong item rung. While it is empty the line Add a reason to continue shows under it and the confirm button stays greyed out (a solid pale red tint with no dashed outline, not clickable). Once Reason has text the line disappears and the confirm button turns solid red. Cancel is always the outlined button beside it. Enter a nonblank Reason (up to 255 printable characters), choose Back to shelf or Damaged under Stock handling, then choose Refund destination. Original payment is offered only when refund setup reports ready. Otherwise choose owner-approved Cash, or Reduce udhaar when applicable. The server checks whether that destination can settle the original payment.

Select the single confirm button, which names the destination. On a phone (480 px wide or narrower) it reads the shorter Void and refund; the destination is still the one chosen under Refund destination, and a screen reader still announces the full name. On a phone the confirm button and Cancel also stack full width, confirm first, so the label never wraps. After an unknown result the button reads Retry same void instead. On wider screens it reads Void bill and refund to Cash, Void bill and refund to Reduce udhaar or Void bill and refund to Original payment. There is no separate confirmation checkbox on the normal path: that one tap is the confirmation of the cancellation and the refund destination. The only tick box in this panel appears after the bill changed meanwhile (see If the bill changed while you were voiding it). A cashier can choose an eligible Owner, let the owner enter Owner PIN, then Continue, or use Ask owner remotely when available. Refunding cash on a digital payment needs its separate cash-refund approval as well as approval to void the bill. Approval alone is not a completed void: check the final result. An owner using a matching admin sign-in explicitly confirms through the owner path; an owner name on a PIN session alone is insufficient. Cancel leaves before submission; dismissing approval does not complete the bill.

Check Bill void recorded and the refund status. A GST credit note appears only when issued for the original GST invoice; a paid plain bill uses a return acknowledgment and does not become a GST invoice. The result also shows the stored tip and round-off refund amounts. Refund pending is not confirmation that money was sent; a failed refund needs review of the original refund.

A summary line appears above Reason: Updated followed by the bill number, then total (the bill's current net total) and refund goes to (the chosen Refund destination). If part of the bill was already returned, a second line reads Already returned: 1 line or Already returned: N lines. It counts the bill lines that have any returned quantity, not units or money, because quantities in different units (for example kilograms and pieces) cannot be added together. It is hidden when no line has been returned.

Tick I have checked the updated bill. Until it is ticked the Void bill and refund to… button is disabled. Re-check the Reason, Stock handling and Refund destination against the updated bill; the refund the server computes is for the bill as it stands now.

Select Void bill and refund to… once more. Owner approval is requested again exactly as before.

After a confirmed return creates exchange credit, the counter opens the exchange with Available exchange credit. You can also continue an exchange already open on the counter. Check its amount, no expiry label, original bill or online order, customer and credit-note number when present. There is no standalone address here for restoring an arbitrary exchange.

Select Choose replacement item, add the products and quantities, then open Review exchange. Review each replacement line and the comparison between credit and replacement value. Use Next and Previous to inspect all replacement lines when they span pages.

If the replacement uses all the credit, select Finish exchange. Review Credit used and the linked replacement result before selecting New bill.

For Higher-value replacement, review Customer pays. Choose Cash, UPI or Card and complete the payment for the difference. Cash supports Cash received and change; UPI and card require the checks described in Counter Billing & Tenders. The result shows credit plus additional payment equalling the replacement. If it says Payment needs checking, check the bank and ask the owner before collecting again. The automatic gateway payment-check flow is not connected yet; see the tender guide for its limits.

For a cheaper replacement, finish the replacement, then select Give back with the remaining amount and Owner approval. Keep the counter open while the owner records the payout. Do not leave the exchange as complete until the payout result is confirmed. Back while waiting for the owner returns to the paid replacement view; it does not record a payout.

Wait for Current remaining credit. This is the verified current amount, not the balance carried in the counter's link. Check the original bill or online order and any credit-note number. If current credit cannot be verified, use Refresh current credit before paying.

Sign in with the owner account. Choose Cash, UPI or Card from the methods offered. Check I confirm… by… against the displayed amount and method, then select Record payout. Changing the method clears confirmation. Cash requires the approved counter device for the same store; the owner account alone does not replace device and register checks.

If the credit changed, the page loads the new remaining amount and clears confirmation. Review it and confirm again before a new attempt. No exchange credit remains means there is nothing to pay out. Refresh current credit checks the balance without making a payout.

If the result is not confirmed, select Retry same payout. The amount, method and payment reference stay fixed for that retry; do not make another separate payment. Refresh and method changes are unavailable while this result is unknown. If the reference was used for another request, refresh current credit before starting a new explicit attempt.

Success shows Paid back… by… with the actual amount and method and updates the originating counter. Check the exchange result before New bill. If the owner page was opened separately or the original counter was closed, do not assume another counter received that result.