Handle returned and replacement items at the till
Use your shop’s approved till-return process. Identify the item, quantity, original sale evidence where available and intended refund method before entering returned goods.
Prepare the return lines
- Start with the intended return/exchange basket, separate from an unrelated customer’s sale.
- Find the exact returned product and option.
- Set its quantity to the intended negative amount using the quantity controls. Review the line amount and price.
- For an exchange, add the replacement product/options with positive quantities.
- Check every line and the resulting To Pay before selecting PAY.
Review the balance case
A positive balance needs the intended additional tender. A non-positive basket can present Refund voucher, Return/Exchange and Switch to payment buttons. Read the actual amount and available choices rather than assuming every return produces the same output.
Example: compare the three exchange balances
Suppose one returned item is agreed at £20, entered as quantity −1. These simple examples exclude other discounts, tax changes and price adjustments; check the actual line prices and total for your transaction.
| Returned line | Replacement line | Illustrated balance | Next decision |
|---|---|---|---|
| −£20 | +£25 | £5 to collect | Check the positive balance and collect only the intended difference through the actual payment route. |
| −£20 | +£20 | £0 | Follow the displayed completion route and check the saved exchange lines. Zero due does not mean no record or stock checks are needed. |
| −£20 | +£15 | £5 due back | Agree voucher credit or the actual refund route, then inspect the displayed amount before committing. |
Check the returned option and replacement option separately, even when both have the same product name. If you expected £5 to collect but see a refund balance, inspect the quantity signs and unit prices before proceeding. Do not add an extra tender or create a voucher to compensate for a mis-entered line.
A negative basket is not a cancellation of the original saved order. Use the cancellation workflow when that is the intended task, and check any existing returns or refunds before recording another outcome.
Choose the intended settlement
For the voucher route, check the shown refund-voucher amount before using Return/Exchange. If your approved process instead calls for cash or card, review Switch to payment buttons and the actual refund/tender method carefully. Card outcomes require provider confirmation; recording a method does not prove money was returned.
After completion
Review the saved order, negative/positive lines, stock changes, refund or voucher reference and receipt. Check that the appropriate outlet/till and reporting period are used. A zero-balance exchange still needs its saved result checked.
If payment or saving is uncertain
Keep the basket and evidence. Do not repeat a refund or generate another credit voucher simply because a receipt failed to print. Use the card review guide for an uncertain terminal outcome.
