What this helps you do

Record goods that a customer gives back, refund the correct amount, and keep inventory accurate.

Before you start

Open the customer's order from Orders and choose Return. POS returns need internet. If any refund goes back as cash, start a register session first.

Steps

  1. Open the correct order and select Order actions.
  2. Select Return.
  3. Tick every item the customer is returning.
  4. Set the returned Quantity for each item.
  5. Set Restock at this location correctly for each item.
  6. Choose a Reason for every selected item.
  7. Select Next.
  8. Check the items, subtotal, taxes, and Return total.
  9. Select Return once and wait for the success message.
  10. Open the order again and confirm its return, payment, and inventory history.

Understand every return choice

  • Quantity: how many units are physically coming back now. Left to return is the largest quantity still eligible after earlier returns.
  • Restock at this location — on: add the returned quantity back to inventory at the current POS location. Use this only when the item can be sold again there.
  • Restock at this location — off: record the return without increasing sellable inventory. Use this for damaged, missing, consumed, unsafe, or otherwise unsellable goods.
  • Reason: why the item came back. Choose Damaged, Wrong size, Changed mind, or Other. A reason is required for each selected item.
  • Return subtotal: the returned value before GST.
  • Taxes: the tax amount belonging to the selected returned quantity.
  • Return total: the complete refund amount for this return.

For example, if a customer bought two cups but returns one broken cup, set Quantity to 1 and turn Restock off. This records the refund without pretending the broken cup can be sold again.

How the refund is chosen

Upstorr works from the order's original captured payments and earlier refunds. It allocates this return against the remaining refundable amounts automatically. You do not freely choose a different refund method on this screen.

If the original refundable amount includes cash, POS needs an open register session so the cash leaving the drawer is recorded. A return cannot refund more than the remaining refundable payment.

When a return is available

The order must be eligible, paid or partly refunded, and still have a returnable item quantity. A delivery order must have the required delivered signal. A cancelled, failed-payment, fully refunded, unsupported, or already fully returned order cannot start another POS return.

Upstorr also keeps each return tied to the exact original fulfilment. If that safe link is missing, POS asks for return setup instead of guessing where inventory belongs.

What happens next

Upstorr creates the return, records the refund against the original payment history, and changes inventory only for lines where Restock was on. The order shows its new payment status and return adjustment history.

Common problems

  • Return is not shown: The order or its remaining items are not eligible.
  • An item is not listed: Its full quantity may already have been returned.
  • Next stays disabled: Select at least one item and choose a reason for every selected item.
  • Cash refund is blocked: Start a register session before processing the return.
  • Return setup is required: The item is not safely linked to its exact fulfilment; contact support instead of forcing another return.
  • The screen is processing: Do not tap repeatedly. Wait for the result so the same return is not submitted twice.