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Processing Customer Returns and Exchanges

It's common for customers to change their requirements for products or find other products they prefer. With SHOPLINE POS, you can effortlessly and swiftly manage customer exchanges and returns.

SHOPLINE POS allows for exchanges and returns across different POS stores. This means that customers can return the product to the nearest physical store, regardless of where the original sale took place, such as an online store or another physical store.

Note: For cross-store exchanges and returns, please refer to "Handling Inter-Store Returns and Inventory Restocking."

 

 

Processing Exchanges

Sometimes, customers may not be fully satisfied with their purchase and may request for exchange with an alternative product available in-store. SHOPLINE POS supports exchanges for shipped orders. 

  1. In your POS app, go to Order.
  2. Find the order that requires an exchange and click Other Actions > Exchange at the bottom. 
    1- exchange UI.png
     
  3. Select the product to be exchanged (in this case, Test Product 07) and set the quantity, then click Selected [...] products, exchange now below.
    1-1 exchange page layout.png
     
  4. Select the product for the exchange and set the quantity (in this case, Test Product 04). Then, click on Confirm. 
    1-2 select exchange product.png
     
  5. You can choose whether to apply a discount and select the refund or collection scheme. Once done, click Refund/Collect difference button at the bottom.
    1 apply discount.png

Note: 

  • Once Collect Difference or Refund Difference is clicked, the exchange becomes effective, and the corresponding inventories will be adjusted accordingly.
  • Products are editable on this page. Click on Select Products to proceed.
    1-5 exchange select product.png
  1. Select a payment method to cover the payment difference and proceed with the collection or refund.
    1-7 refund-1.png
    1-8 refund-2.png
    1-9 refund complete.png
  2. After completing the transaction, you can review the payment difference for the exchange on the Order details page.

 

 

Processing Refunds and Returns

Return policies may vary across stores. Before initiating any return process, it is advisable to consult your supervisor at the respective store to confirm the rules.

  1. In your POS app, go to Order. Locate the order that requires a return or refund, and click the Return button below.
    2-Return.png
     
  2. Select the product(s) and quantity for return. If you don't select a refund quantity, only a refund will be processed without the need for a return.
    2-1 return select item.png

    2-1-1 zero item.png
     
  3. Select the refund method and complete the refund. If a return is generated, you can also choose whether the refunded product requires Inventory Return on the refund method selection page.
  • Refund to Original Payment Account: If an e-wallet, credit card, or any other applicable digital means is used for payment, the refund is returned to the original payment account associated with the order. For cash payments or customized payment methods, offline processing is required. For orders processed with this refund method, the order status is updated to Fully Refunded or Partially Refunded, depending on the circumstances.
    2-2 refund process.png
     
  • Refund Credits: It is a kind of compensation offered to customers in the form of store credits. For orders processed with this refund method, the order status is not marked as refunded.
    2-2-1 refund credits.png
     
  • Manual Refund: Refund conducted offline in agreement with the customer. For orders processed with this refund method, the order status is updated to Fully Refunded or Partially Refunded, depending on the circumstances.
    2-2-2 manual refund.png

 

 

Viewing All Refunded Orders

1. In your POS app, go to Order.

2. Click the Filters icon,  and select Payment Status. In the Payment Status section, select Refunded or Partially Refunded.

3. Click Complete, and the page only displays orders that are Refunded or Partially Refunded.
3- view refund orders.png