ROBOTILL POS Online Help
Point of Sale Software - ROBOTILL - www.robotill.com

Refunds and Exchanges

Refunds


You can choose to refund a specific item or a sale (all the items of the sale). From the retail or restaurant module click on the Menu button.

Refunds

Click on the 'Refund Item' or 'Refund Sale' button.

Refund an Item

Refund Sale Item
  1. You can scan the item's barcode, or type in the stock code. You could also type the description. If you only type part of the description, the search screen will open with the list of items that match the partial search that you can choose from.
  2. You can choose the number of items for this product that must be refunded.
  3. The price for this item will be displayed.
  4. The price of the item (times the quantity) will be shown in the amount box. The amount can be changed if needed.
  5. You can choose if the item(s) that is being returned must be returned into stock or be discarded.
  6. The customer name and telephone number that returns to stock can be entered (optional).
  7. The reason why the stock is returned can be entered.
  8. Click on the Cash button to refund the customer cash. The electronic cash drawer will open to allow the cashier to retrieve the cash.
  9. Click on the Account button to refund the amount into the customer account. The cashier will be able to select the customer account to refund (or create a new account).
  10. Click on the Card button to refund the customers credit card. The cashier will manually need to process the refund on the card machine. ROBOTILL will ask for a refund confirmation where the cashier can enter the card number used or other information required by you.
  11. Click the 'Check' button (or the alternative 4th payment option button) to refund using that option. The refund will need to be done manually by the cashier (write a check, process a refund in paypal, etc). ROBOTILL will ask for a refund confirmation where the cashier can enter a refund reference (check number, paypal transaction ID, etc).

You can change the Check button to another payment option by following these instructions.

Refund a Sale

Refund Sale
  1. Enter the Receipt ID on the receipt to locate the sale.
  2. You could also search for the sale if the customer does not have the receipt.
  3. The details of the sale will be displayed so that you can confirm you located the correct sale.
  4. The amount will be the sale total. The amount can be changed if needed.
  5. You can choose if the item(s) that is being returned must be returned into stock or be discarded.
  6. The customer name and telephone number that returns to stock can be entered (optional).
  7. The reason why the stock is returned can be entered.
  8. Click on the Cash button to refund the customer cash. The electronic cash drawer will open to allow the cashier to retrieve the cash.
  9. Click on the Account button to refund the amount into the customer account. The cashier will be able to select the customer account to refund (or create a new account).
  10. Click on the Card button to refund the customers credit card. The cashier will manually need to process the refund on the card machine. ROBOTILL will ask for a refund confirmation where the cashier can enter the card number used or other information required by you.
  11. Click the 'Check' button (or the alternative 4th payment option button) to refund using that option. The refund will need to be done manually by the cashier (write a check, process a refund in paypal, etc). ROBOTILL will ask for a refund confirmation where the cashier can enter a refund reference (check number, paypal transaction ID, etc).

You can change the Check button to another payment option by following these instructions.

Refunds in reports and number of sales

A refund and a sale are two separate transactions. When you refund a sale, the sale is not cancelled or deleted. 

Refunds are not directly deducted from the number of sales for the following reasons:

  • A refund can be done for a previous date. The refund might not be part of the same cash drawer (shift) as the orginial sale and possibly not even part of the same month or financial year. Deducting the refund from the current number of sales would not be correct.
  • It is possible to refund a specific item of the sale and not the complete sale. It is also possible not to refund the full amount of the sale.

For these reasons refunds are not deducted directly from the number of sales but the number of refunds (and the refund amount) are reflected separately. Refunds are deducted from the profit amount in some of the reports. 

If you have a policy of refunding only full sales and you want to subtract refunds directly from sales, you can export the reports to Excel and do the calculation in Excel.   

To see how refunds are included in the reports see the help for the specific report.
1) Sales Per Day Report
2) Product Sales Report
3) Cash Drawer Report
4) Cash Drawer Summary
5) Refunds Report

Exchanges

When a customer wants to exchange an item, you will first need to do a refund and then do a new sale. If you do not want to refund the customer cash and you do not want to create a new customer in ROBOTILL each time a customer wants to do a refund, you could follow these instructions to make use of exchange cards.