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Sales Returns & Refunds

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

1

Find the Original Sale

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

2

Click Return

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

3

Pick Items to Return

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

4

Choose Refund Method

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

5

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).

6

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.