When a customer wants to return or exchange a product, follow this guide to issue a refund. For exchanges, process a return first and then a new sale.
If a transaction was run in error, void the transaction instead of processing a return.
Things to know
- Returns require POS Manager permissions.
- Returns can't be undone, even by Dutchie Support.
- Make sure you understand your store's policies and any applicable local regulations for returns.
Table of contents
Return a product
Process a return when a customer wants to return or exchange a product, or when you want to offer a customer a refund even if the product can't be returned.
Look up the original transaction
There are different ways to look up a transaction depending on when and on what register the transaction was processed.
If the transaction was today
- Sign in to the register where the transaction was processed. If you need to process the return from a different register, skip to the next section.
- Select Sales history from the side menu.
Note that the View Register Transaction Data permission is required for viewing sales history. - Browse for the transaction or search for the customer name (or, for anonymous customers, use the customer number from the receipt), the item's package ID, or the receipt number.
- Click the 3 horizontal dots next to the transaction record and select Details.
If the transaction was not today or was on a different register
- Select Customers from the main menu.
- Search the customer name (or, for anonymous customers, search the customer number from the receipt) or the receipt number.
- Click the pencil icon next to the customer's name or select the customer and click Edit Profile.
- Select History.
- Find the transaction that includes the product you want to return, and click the 3 horizontal dots next to that transaction.
- Select Details.
Select the product(s) to return
- Find the product in the Order summary section and click the 3 horizontal dots next to it.
- Select Return.
- Select whether you're returning cash to the customer.
- Choose No for non-cash refunds. This will have no effect on any drawer.
- Choose Yes for cash refunds or exchanges.
- This will subtract the price of the returned item from your current drawer but will not affect any other drawer.
- For exchanges, you will process a separate cash transaction for the replacement item (see below); "returning cash" to the customer at this step will be canceled out by the following cash transaction, keeping your drawer balanced.
- Depending on your configuration and the original payment method(s), you may also see options to refund the customer using loyalty points or a combination of cash and loyalty points.
- If you make a mistake, a manager can correct it later by adjusting the balance of your drawer in the Backoffice. Adjustments can only be made to your current drawer, so be sure to make adjustments before closing out the register to make sure they are accurately reflected in the day's closing report.
- Select whether the product should be returned to inventory.
- Your store policy or local regulations may not allow you to return cannabis products to inventory or may require you to quarantine or destroy them.
- Dutchie POS allows you to refund the customer even if you don't return the product to inventory.
- Choose a Return Reason. These are configured in the Backoffice under Registers > Configure > Returns. Learn more.
- Enter a Manager PIN, if required.
- Click Save.
You can return only one product at a time. Repeat the above steps to return multiple products. Each return will appear in the transaction history as a separate transaction.
Exchange a product
If a customer wants to exchange a product:
- Process a return for the original product. We recommend selecting Yes for Cash Returned, even if you're not physically handing cash back to the customer. This will keep your cash drawer balanced at the end of the process.
- Create a sale for the new product.
- Optionally, click Edit next to the order and transaction reference numbers.
You can edit the transaction reference number to include information about the original sale or the return. For example, "Exchange for return #123456". We recommend editing the transaction reference number for this purpose because it appears on the Closing report, while transaction notes do not.
- When entering payment:
- For an exchange of equal or greater value, tender the return amount to cash and collect additional payment if necessary.
- For an exchange of lesser value, tender the total to cash and refund the difference to the customer.
- If the price has increased since the original sale or the original sale included a discount that is no longer available, you can use a manual discount to balance the amounts.