How To Process A Return / Refund

There are many reasons why someone may need to process a refund or return. Perhaps the product they received was damaged or defective, or it didn’t meet their expectations in terms of quality or functionality. Maybe the wrong item was shipped or the size was incorrect. In some cases, the customer may have simply changed their mind or no longer need the item. Whatever the reason, processing a refund or return is necessary to ensure customer satisfaction, protect the reputation of the business, and comply with legal and regulatory requirements. It also allows the customer to recoup their financial investment and the store to maintain financial accountability.

Here’s a walkthrough of a few common scenarios in which you’d need to process a return, and how to do so via ServiceWorks software:

Returning Items On A POS Ticket Without Payment

To return a POS where no payment has been taken, follow these steps:

First, navigate to the toolbar and hover over the Order section and select POS

In the POS menu, use the search fields to narrow down the results of the ticket you are looking for. When you’ve found the ticket you wish to refund, click the three dots on the end of the ticket and select Details to continue to the Customer Order menu

In the Customer Order menu, scroll down to the Order Details panel and click the Switch To Return link in the right-hand corner

Now that you’ve switched over to a return, use the quantity field to designate how many items on the ticket you wish to process a refund for. This process can be done across multiple items and with different quantities. Once finished, click Save at the bottom of the screen to continue

Once returned, any items that have been returned will appear in the Item Returned list. These returned items will also be added back into the inventory

Alternatively, you can use the Void option on the Customer Order page to return all the items attached to the POS ticket.

Returning Fully Paid / Partially Paid POS Ticket

To return a POS ticket that has been partially paid, complete the following steps.

Hover over the Order section of the toolbar and select POS

In the next menu, use the search fields to locate the customer order. Once found, use the three dots on the end and click Details to continue

In the Customer Order menu, scroll down to the Order Details panel and click the Switch To Return link in the right-hand corner

You can now process a return by using the quantity field to specify how many items on the ticket you want to return back to your inventory. Once finished, click Save at the bottom of the screen to continue

Alternatively, you can use the Void option on the Customer Order page to return all the items attached to the POS ticket.

Now that the item(s) have been returned to your inventory, you’ll now want to issue a refund to the customer. To do so, hover over the Customer section and click Customer A/R

Next, in the Customer A/R view, use the search fields to look up the name of the customer you’re issuing a refund. In this example, the customer’s name is Levaar Robertson. Once located, click the Payment link at the end to continue

Once in the payment screen, select the order that you wish to refund and click Proceed To Payment.
Note: Be sure that the ticket number matches the order you processed the return from, as there is no way to undo the process of issuing a return and refund.

In the following menu, here are the options you’ll have for issuing a refund:

1. Apply Credit – You can use this to designate the amount to be refunded as a credit on the customer’s account, to be used as payment for a later service
2. Total Pay Amount – Displays the total refund amount. You can edit the amount in this field in the event only part of the payment needs to be refunded.
3. Payment Date – Displays the date on which the payment was taken
4. Payment Mode – This field allows you to select which method of payment should be used to process the refund. Typically, this will be the same method used to pay as listed in the table on the right
5. Note – Use this field to leave any notes or comments about the processed refund
6. Previous – This takes you back to the previous payment screen
7. Refund – Processes the refund to the customer
8. Write Off – Use this to label this return as a write-off for unreceived payments or losses

Once finished, select your payment mode and click Refund to process the refund back to the customer. This will complete the refund process.

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