Processing Returns and Exchanges

Handling returns and exchanges follows a similar procedure to processing refunds. In addition to refunding the customer’s money, merchants must also account for any changes in inventory.

Returns and Exchanges with Find Order

From Register, tap the Local Menu.
Tap Refund. The Refunds screen displays.
Tap Find Order.
Select the order with items being returned or exchanged. An itemized list of items making up the order displays.

If returning or exchanging all items, tap Refund.
If returning or exchanging specific items, select checkboxes only for the items being returned, and then tap Refund.

Continue processing the transaction as a refund.
For exchanges only, perform the following additional steps:

If the customer is exchanging for an item of lesser value, issue the customer a refund. Best practice is to issue a gift product (such as eGiftSolutions) for the difference.
If the customer is exchanging for an item of greater value, an additional payment for the difference is required.

Exchanges with Open Orders

Merchants can also use the Exchange Item custom button to exchange items that are part of an open or saved order.

Tip! See Custom Buttons: Special Functions at the Register for more information about adding custom buttons

Enter an order into the register or open a saved order.
Select the item to exchange from the order menu and tap Exchange Item. An exchange quantity popup displays.
Select the quantity to exchange and tap OK.
Verify the item has been removed from the order menu.

Tip! Tap Undo Exchange to cancel the exchange.

Continue entering the customer’s order.

Returns and Exchanges with Find Items

From Register, tap the Local Menu.
Tap Refund. The Refunds screen displays.
Tap Find Items.
On the Items List page, enter the item by name or SKU number in the Search field. Note the value in inventory of the item being returned in the Current Qty column.
Continue processing the customer’s refund.
- Note: Refunds can only be issued to a gift certificate or eGiftSolutions card.
Navigate to Home > Items > Item List. The Item List page displays.
Enter the returned item’s name or SKU number in the Search field. Verify that the Qty of the returned item has increased by 1.

Adjusting for Inventory

When processing returns or exchanges where the item is broken, damaged or otherwise unsuitable for resale, additional steps are required in Exatouch. After processing a Find Item or Find Order transaction, perform the following:

From Home, navigate to Items > Item Details. The New Item page displays.
Tap the Inventory Adjustment tab.
Enter the number of items to remove in the Qty to Remove field.
In the Adjustment Reason field, enter a reason for the return.
Tap Save.