Returns and refunds without the paperwork
Returns happen. SeroPOS handles the two common cases: a single item coming back across the counter, and a whole sale refunded to the payment it came from.
Returns and refunds in SeroPOS
Return toggle on a line
Mark a cart line as a return and it is taken off the total instead of added.
Refund a whole sale
Open the sale in Recent Transactions and choose Refund Sale.
Pick the payment
The till asks which payment to refund when the sale was paid more than one way.
Cards refunded on the terminal
Card refunds run on the same integrated terminal, with no amount to retype.
Refund permission
Only roles with refund permission can refund; others need a manager's approval.
Returns in reports
The daily sales report shows returns and returns by category.
Returning a single item
When a customer brings back one item, often while buying something else, use the Return toggle on a cart line. Add the item to the cart as usual, tap the line to open Edit Item and turn on Return. The line is now taken off the total instead of added. On phones the toggle is called Return Item, on the tablet Is Return, and in QSR Mode simply Return.
This works for straight returns and exchanges alike. Add the returned item as a return line and the new item as a normal line, and the till works out the difference. If the new item costs more, the customer pays the balance; if it costs less, the total is negative and the difference is refunded with the tender you choose.
Refunding a whole sale
When the whole order is coming back, find the original sale. Open Recent Transactions from the side drawer, search by invoice number or customer, and open the sale. Choose Refund Sale. If the sale was paid more than one way, SeroPOS asks which payment to refund, so a split cash and card sale can be refunded to each tender correctly.
Card refunds run on the integrated terminal, so the customer taps or inserts their card and the refund goes back to it. For Moneris, if a linked refund cannot be completed, the till offers an Independent Refund where the customer presents their card. Cash refunds come out of the drawer and show in the day's figures.
- Side drawer, Recent Transactions
- Find the sale by invoice or customer
- Choose Refund Sale
- Pick which payment to refund
- Card refunds complete on the terminal
Who can give refunds
Refunds are money out, so they sit behind a permission. Roles in the Admin hub include refund rights in the Sales & Transactions group of POS Access. Staff without the permission see the action locked, and a manager can approve it once by entering an Admin or Manager password at the till.
In the back office, a fuller return screen lets you return against a parent invoice: choose the return quantity for each line, apply a return discount, record the tax and print a credit note. This suits businesses that handle returns centrally, or need a formal credit note for trade customers.
Returns in your numbers
Returns are recorded separately from sales, not just as negative sales hidden in the total. The daily sales report in the app has a Returns card and a Category Return section, so you can see what came back and from which part of the range. The back office reports sell returns alongside sales in the purchase and sale report and in profit and loss.
Set a clear returns policy and print it in the receipt footer, using Receipt Layout in the Admin hub. Turning on Print barcode on receipt also helps, because staff can find the original sale quickly when a customer brings a receipt back. A short, clear policy at the counter avoids most arguments before they start.
Frequently asked questions
How do I return an item in SeroPOS?
Add the item to the cart, tap the line to open Edit Item and turn on Return. The line comes off the total. Finish the sale to refund the amount, or add other items for an exchange. To refund a whole sale, use Refund Sale in Recent Transactions instead.
Can I refund to the customer's card?
Yes. When you refund a card sale from Recent Transactions, the refund runs on your integrated Global Payments, Moneris or Gravity Payments terminal. The customer presents their card and the money goes back to it, with no amount to type on the terminal.
How do I do an exchange?
Add the returned item and turn on Return for that line, then add the replacement as a normal line. The till nets the two. If the replacement costs more, take payment for the difference; if it costs less, refund the difference with the tender you choose.
Can I stop cashiers from giving refunds?
Yes. Remove the refund permission from their role in the Admin hub under Users & Roles. They will see refund actions locked, and a manager can approve a refund once with an Admin or Manager password when needed, so returns never stall at the counter.
What is the difference between a void and a refund?
A void cancels a payment before it settles, usually the same day, so the charge never completes. A refund sends money back after the payment has gone through. In SeroPOS both start from Recent Transactions and card reversals run on the terminal.