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Return and Exchange

Last updated 22/01/2021

How to process a customer exchange an item using either "Like-for-Like" or greater/lower value.

Exchanging Items Like-for-Like


If you are exchanging one item for another, and - importantly - they are of the same value, then you can process this exchange within a Credit Note.

  1. From the left navigation click Sales, then select the Credit Notes module


  2. Click New Credit Note


  3. Enter the customer in the customer details fields

  4. Enter the product you wish to credit and enter a negative quantity. This means stock will be returned into the system.


  5. On a new line enter the product to be exchanged. Enter it on a new line, even if the product is the same as the item to be credited.


  6. Enter a Sales Reference, Completed date, and Credit Note Date


  7. Because no money is due, enter No Payment Required in the Payment Reference grid at the bottom of the screen. 


  8. Select Approve.
  9. Finally, while in the Admin screen, because the total of the Credit Note is $0, set the status to Do Not Import for your Accounting Software.

If the item is not being returned to stock, see the Credit Notes Help article for additional information.

Exchanging for an item of greater value


If you are exchanging a product or multiple products that have a price that is greater than the product that is being returned, you cannot use a Credit Note.

Instead, you will create two transactions, one credit for the returned goods, and a Sales Order for the exchanged items.

This means that any additional amount to be paid by the customer will be correctly recorded as revenue in your accounting software.

Exchanging for an item of lower value


If you are exchanging a product or multiple products that have a price that is lower than the product that is being returned, you can use a Credit Note.

Follow the steps in Exchanging Items like for like but at step 7 there will be credit given to the customer. Add the payment type that you are using to credit the customer in the Payment Reference grid.

This means that any additional difference in amount is paid to the customer through the chosen payment type.

FAQs

How can I return and exchange items in the POS?

For information on how to return items in the POS, see the Returns section of the POS category Help article.