📍 Location: Process refunds at /refunds
Processing a Full Refund
- Go to /refunds
- Search for the original sale by:
- Receipt number
- Customer name or phone
- Date range
- Transaction ID
- Click on the sale to view details
- Click "Full Refund" button
- Select refund reason from dropdown:
- Customer changed mind
- Defective product
- Wrong item shipped
- Pricing error
- Other (with notes)
- Review refund amount (includes tax)
- Click "Process Refund"
- Refund is issued to original payment method automatically
⏱️ Timing: Card refunds appear on customer's statement in 3-5 business days. Cash refunds are immediate.
Processing a Partial Refund
Use partial refunds when customer returns only some items from their purchase.
- Find and open the original sale at /refunds
- Click "Partial Refund" button
- Select items to refund:
- Check boxes next to items being returned
- Adjust quantities if needed
- Or enter a custom refund amount
- System automatically recalculates tax
- Add refund reason and notes
- Click "Process Partial Refund"
- Refund is issued to original payment method
Refund by Payment Method
💳 Credit/Debit Card
• Refunded to original card automatically
• Appears on statement in 3-5 business days
• No action needed from customer
• Refund confirmation sent via email
💵 Cash
• Issue cash refund from register immediately
• Automatically recorded in cash drawer
• Print receipt for customer
• Transaction logged in daily sales report
✅ Check
• Issue store check or process bank refund
• Record check number in system
• May take 7-10 days to clear
• Keep copy of check for records
🎁 Gift Card/Store Credit
• Option to issue store credit instead of cash refund
• Increases customer lifetime value
• No waiting period for customer
• Track in gift card system
Inventory Adjustments
When processing a refund, Point Plus POS automatically:
- ✅ Returns items to inventory (increases stock level)
- ✅ Updates product quantities in real-time
- ✅ Syncs with online store if applicable
- ✅ Creates journal entry for accounting (reverses revenue)
- ✅ Updates sales reports and analytics
💡 Tip: For damaged or defective items, you can choose not to return to inventory during refund process.
Return Policy Best Practices
Recommended Policy
- Time Limit: 30 days from purchase with receipt
- Condition: Item must be unused, in original packaging
- Proof of Purchase: Receipt, email confirmation, or transaction ID
- Exceptions: Final sale items (clearance, custom orders)
- Refund Method: Same as original payment method
⚠️ Important: Display your return policy prominently at checkout and on receipts to avoid disputes.
Troubleshooting
Can't find original sale?
- Ask customer for receipt number or email confirmation
- Search by customer phone number or name
- Check date range (expand to last 90 days)
- Verify sale was processed at your location
- Check if sale was from online store vs POS
Refund failed?
- Check payment processor connection
- Verify original payment method is still valid
- Try processing refund again after a few minutes
- Contact NMI support through your merchant portal
- Issue manual refund and log transaction
Customer claims they didn't receive refund?
- Check refund status in transaction history
- Verify refund was successfully processed (confirmation ID)
- Remind customer 3-5 day processing time for cards
- Provide transaction ID for customer to check with bank
- Check NMI merchant portal for settlement confirmation