Sales Refund Transaction at the POS
iVend Retail allows retailers to manage the refund operation in two ways:
1- Refund based on an Invoice (Existing transaction with Receipt)
2- Baseless refund (Without an existing transaction and with no Receipt)
In this article we will explain how to use both scenarios:
Related Refund setup
- In the iVend Management Console, go to: Operations > Inventory > Product – the Product Search screen comes up.
- Select a product on the Product Search screen and click [F4 Edit].
- Scroll down and mark products as Refundable and set the number of Return Days and then click [Ok].
Note: If you leave the Return Days value as zero then there is no limitation placed on the customer to return to the store to seek a refund within a fixed number of days.
- Next, go to the Retail Profile located in the Management Console under: Administration > Retail Configuration > Retail Profile – the Retail Profile Search screen comes up.
5. Select the desire target Retail Profile and click [F4 Edit].
Figure 5 – Retail Profile Configuration Screen
- Check or Uncheck the Refund Without Receipt option.
Note: This option will be required only in the event that the retailer wishes to allow a Baseless Refund.
7. To allow sales and refunds within the same single transaction, you must check the option, Support Multiple Transaction Type Mode in the Enterprise Settings
8. In the Management Console, go to: Administration > System Initialization > Enterprise
Figure 7 – Enterprise Settings Screen
9. Check or Uncheck the Support Multiple Transaction Type Mode option as per your business requirements. The default setting in iVend is that this option is enabled.
Business Cases
Case1 - Return with Invoice
Customer comes to the store requesting and requests to return some items for their past invoice (Sale transaction). The cashier asks the customer to show their invoice (transaction receipt). Based on the invoice information, the cashier was able to finds the customer’s transaction in the system and they proceed with processing the return and refund.
Case 2 - Baseless Return
A Baseless Return is used when the invoice (transaction receipt) is not a required mandatory requirement to return an item. This process can be used when product prices are stable and are not likely to fluctuate and there are no promotions being planned to usually run at the stores.
Also, it can be used for new iVend Retail customers that have recently implemented iVend and where it is likely that the end-customer invoices (transaction receipts) are were issued from an old legacy system.
Business Transaction Return with Invoice
1. The customer comes into the retail store and requests for a refund and shows their past invoice (transaction receipt).
Figure 8 – POS Screen
2. The user can scan the invoice barcode to open the Transaction Preview screen.
3. Alternatively, they can click on [F6 Transaction Search].
Figure 9 – Transaction Search Screen
4. Filter criteria can be used to help find the transaction.
5. Select the customer’s transaction and click the [Ok] button.
Figure 10 – Transaction Details Screen
6. This will open the Transaction Details screen where the user can select the items that the customer wants to return and then they can click the [Sale Refund] button.
Figure 11 – Items Added To Transaction For Refund
7. The system will return a confirmation that the items have been added to the transaction for Refund - Notice the message on the top right-hand corner of the screen.
8. If a refund is not allowed, then the user will see an error message on each line on the right-hand side of the screen.
9. Clicking [Ok] will take the user back to the main POS transaction screen where they can proceed with transaction refund.
Figure 12 – Sale Refund Screen
10. The items will be added to Transaction screen with the type Sale Refund
11. The user can click either the [F11 Quick Complete Cash] or the [F12 Payments] buttons to complete the Refund transaction back to the customer.
Figure 13 – Quick Complete With Cash
Note: The user can add sale items on the same transaction if the customer wishes to purchase new items along with the refund if the option in the Enterprise Settings for Support Multiple Transaction Type Mode has been enabled.
Business Transaction Baseless Return
1. On the iVend POS main transaction screen the user can process a Baseless Return and Refund to the customer by clicking the [F1 Transaction Mode] button.
Figure 14 – Transaction Mode Screen
2. Next, click [F2 Sale Refund] on the Select Mode pop-up panel that appears on screen.
Figure 15 – Sale Refund Screen
3. The user is returned to the main Transaction screen – Notice the Transaction Mode has changed from the default of SALE to SALE REFUND.
Figure 16 – Sale Refund Screen
4. The user can now search for or scan in the items that the customer wishes to return for a refund.
Figure 17 – Sale Refund Screen
5. The user can click either the [F11 Quick Complete Cash] or the [F12 Payments] buttons to complete the Refund transaction back to the customer.
Figure 18 – Quick Complete With Cash
Note: The user can add sale items on the same transaction if the customer wishes to purchase new items along with the refund if the option in the Enterprise Settings for Support Multiple Transaction Type Mode has been enabled. In this scenario the user must select the [F1 Transaction Mode] button again and switch to another transaction mode before proceeding.
Conclusion
There are two types of Refund Returns in iVend:
1. Baseless Refund: Where no Invoice (Transaction Receipt) is required to process the Return and Refund transaction
2. Refund Based On Invoice: Where it is mandatory that the Invoice (Transaction Receipt) is produced by the customer before a Return and Refund can be processed.