Create a return
Returns starts from an eligible completed order, validates item quantities and eligibility, and records the selected reason. Open Returns, find and select the completed order, and choose eligible items and quantities. Verify the original order, eligible items, amount, reason, authorization, and resulting status before repeating an action.
Before you start
- An authenticated POS session with access to the intended branch.
- The original order reference, current status, paid amount, and eligible lines are known.
Steps
- Open Returns.
- Find and select the completed order.
- Choose eligible items and quantities.
- Select the return reason.
- Submit and verify the return record.
Expected result
One return record contains only eligible lines and quantities from the original order with its reason. Do not repeat a void, return, or refund until both the original record and any resulting record have been checked.
Permissions
- Orders and payment history require their assigned POS capabilities; void, return, and refund actions require the specific action permission and may require manager approval.
Troubleshooting
POS does not let staff open Returns; they cannot continue to find and select the completed order.
Check the required state before trying again: Access to the intended branch or a valid public invoice link, as applicable. The original order reference, current status, paid amount, and eligible lines are known. Keep the same branch and record, reopen /returns, and try the blocked action once. If it still fails, stop and send Support the safe order/return/refund/payment reference, branch, amount, status, and time. Note whether POS changes as staff open Returns.
The original order and resulting void, return, refund, payment, or receipt records disagree after the final checkpoint: Submit and verify the return record.
Inspect the original order plus every resulting void, return, refund, payment, and receipt reference. Do not duplicate a financial action. Retry only when the first result is absent and eligibility still permits the action. When no single result can be proved, pause and provide Support the safe order/return/refund/payment reference, branch, amount, status, and time. The final evidence must establish whether staff could submit and verify the return record.
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Last reviewed 2026-09-06 · Send documentation feedback