Overview

This guide covers processing refunds and returns using The Edge POS system across a range of scenarios, including customers with receipts, registered customers without receipts, and cash customers without receipts. It also explains how to handle returns for miscellaneous sales or repairs.

Scenario 1: Customers with Receipts

1. Open the POS screen and select the Salesperson.
2. Search for and select the Customer.

Customer loaded on POS screen

Tip: Use a scanner to scan the receipt barcode, which automatically retrieves customer details.

3. Click the Return button in the Item/Service Selection section.

Return screen — select items to return

4. Select the checkbox next to the item(s) being returned and click OK. The selected items will appear in the Transaction section with negative values.

Tip: If the item is not in the list, click Find and search by receipt and/or SKU.

5. Complete the transaction by either issuing a refund or applying the amount to the customer’s Money Held account, per store policy.

Scenario 2: Registered Customers without Receipts

1. Open the POS screen and select the Salesperson, then search for and select the Customer.
2. Click Cust. Details and navigate to the Activity tab.

Customer Details — Activity tab showing transaction history

3. Locate the relevant transaction. Either highlight the line and click Return Item, or click the Return button to view all eligible items for return.
4. Select the checkbox next to the item to be returned. The selected items will appear in the Transaction section with negative values.
5. Process the return by issuing a refund or applying the amount to Money Held.

Scenario 3: Cash Customers without Receipts

Confirm with store policy whether the return can be accepted without proof of purchase. If approved:

1. Open the POS screen, select the Salesperson, and search for and select the Customer.

Customer loaded for cash return without receipt

Note: Attach the return to a customer account for better tracking, even if the original purchase was a cash sale.

2. Click the Return button in the Item/Service Selection section.
3. Click Find in the top right of the Return screen, enter the item SKU, and click Refund this item.
4. Complete the transaction by issuing a refund or applying the amount to Money Held.

Scenario 4: Miscellaneous Sales or Repairs

Refunds for miscellaneous sales or repairs must be processed through the Misc Sales function.

1. Open the POS screen, select the Salesperson, and search for and select the Customer.
2. Click Misc Sales in the Item/Service Selection section.

Misc Sale selected for processing a refund

3. Choose the appropriate department from the dropdown menu.
4. Update the description field and enter the price as a negative value.

Negative price entry for a Misc Sale refund

Note: A negative Misc Sale will require an override password from a manager or authorised person.

5. Complete the transaction by issuing a refund or applying the amount to Money Held.