When you process a return:
- A customer returns an item she bought from you. You refund the purchase price to her.
- The returned item is either put back into your inventory or is counted as inventory shrinkage.
Step 1: Accept the returned item(s)
When a customer returns an item, you'll handle it using Point of Sale—whether the original order was placed online or in-store.
- Go to Point of Sale.
- In the item search field, click Return Items.
- Scan the returned item or use item search to find it. If you use item search, make sure you select the correct SKU for the returned item!
- Bookstore will look for the original order. If it discovers more than one possible order, it will prompt you to find order.
- In the Find order dialog, click the order number to view it.
- When you've found the correct order, click the checkbox next to it.
- The information in the order may fill in other fields on the screen (e.g. customer, address, etc.).
- Cash: Pretty simple... just reach in the till and...
- Account: Adds a pending credit in the term you specify when you complete checkout.
- Credit card: Refunds the money to the credit card used to place the original order.
The item has been returned, a new order has been generated, and the customer has been refunded. Now you need to decide what to do with the returned item.
Step 2: Manage the item inventory
You can do two things with returned items:
- Enter them back into your inventory so they can be sold again.
- Count them as inventory shrinkage, which affects your Bookstore inventory cost flow.
Returns are finally processed in the Admin > Returned Items report.
- Go to Admin > Returned Items.
- You'll see each individual returned item in a list, together with the most pertinent information: order number, return reason, and quantity returned.
- Click the order number to see whether there are any return details that will help you decide about returning the item to inventory.
- To return an item into your inventory (which lets you sell it again), enter how many you'd like to re-enter and click Apply.
- If you do not wish to take the item back into inventory, enter 0 and click Apply.
- As you process each item, it disappears from the list.
Now that you've processed these returned items:
- Items not returned to inventory are counted as inventory shrinkage. A ledger entry will be created in your inventory shrinkage account and will be calculated according to your inventory cost flow method.
- Items returned to inventory are available for sale again. You'll see an entry under Inventory on the item segment's page that indicates the return.