Overview

Process customer returns properly: restock the inventory, refund the payment, post the reversal to your books, and roll back any coupon usage — all in one flow.

Step-by-Step Guide

Find the Original Sale

Sales → All Sales, search by customer name, receipt number, or date.

Click Return

Open the sale and click Process Return. The return form pre-fills with the original line items.

Pick Items to Return

Untick lines that aren't being returned, or change quantities. The refund amount auto-recalculates.

Choose Refund Method

Cash (back to till), original payment method (e.g. M-Pesa reverse), or store credit (added to client's account balance).

Restock or Write-Off

If the goods came back in saleable condition, pick Restock. Otherwise pick Damaged/Write-Off (it goes to damaged inventory instead of available stock).

Complete

Click Process Return. The system posts the reversal journal entry, updates inventory, refunds the payment, and rolls back coupon redemption if one was applied.

Tips & Best Practices

Tip: Returns issued via store credit don't deplete cash — useful when a customer plans to re-purchase the same day.

Tip: You can refund partially: 3 of 5 items returned, 2 retained. The system tracks per-line return counts so you can never refund more than was originally sold.

Note: If the original sale was on credit (unpaid), returning items reduces the outstanding balance rather than refunding cash. Confirm with the customer which they expect.

Making a Sale Sales Credits Online Orders

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Sales Returns & Refunds