Use this article when a customer brings something back or a sale needs to be reversed: refunding a paid order, voiding an order, handling an exchange, giving store credit instead of cash, and putting the returned item back in stock.
How do I refund a paid order?
Refunds are done on the terminal that took the payment, from the order history. The web dashboard shows the order and its payment but does not have a refund button.
On the terminal, open the completed orders list (the Orders screen, Completed).
Tap the order you want to refund.
Tap Refund and confirm.
Type the amount to refund. You can refund the whole order or only part of it, for example one item out of three.
Tap OK. The refund goes back to the card that paid for the order and a receipt prints.
Tap Complete to return to the order screen.
The step-by-step with screenshots for the P3H is in Refunding a Transaction from a Sunmi P3H. The P3 MIX, T3 and D3 Pro follow the same path.
Refunds appear in the terminal's Transactions screen alongside completed payments. The Transactions switch in Feature Visibility controls whether a terminal shows that screen.
Can I refund from the web dashboard?
No. In Shop+ › Orders you can find any order, open View Order to see its items, totals and payment details, and change its status, but the refund itself is started on the terminal.
Two things to know about paid orders in the dashboard:
Edit Order on a paid order only lets you update fulfillment details. Items and amounts are locked once the order is paid.
The status list for an order is Open, Close, Void and Canceled. Changing the status does not move any money.
To find the order quickly, filter the Orders tab by date, employee or channel, or search by order number. See Finding and filtering orders on the Orders tab.
When should I void instead of refund?
Void an order that should never have existed or that was never paid, such as a ticket rung up by mistake. Refund an order that was paid and now needs money returned.
Voided orders are listed on the Voids report in Shop+ › Reports, with the count and total for the day. The reasons staff can pick when they void are managed in Shop+ › Settings › POS › Settings › Void Reasons.
How do I handle an exchange?
Stackably treats an exchange as two steps: a refund for what is coming back, then a new sale for what is going out.
Refund the returned item from the original order on the terminal (see above). For a single item out of a larger order, refund only that item's amount.
Ring up the replacement item as a new order and take payment as usual.
If the replacement costs more, the customer pays the new order in full and has already received the refund for the old item. If it costs less, the refund covers the difference. Keeping the two steps separate keeps the sales reports, tax and inventory correct for both items.
How do I give store credit instead of a refund?
Store credit is recorded on the customer's contact profile as a contact credit. It does not need a physical gift card.
In the left sidebar click Contacts, then Clients, and open the customer. If the customer is not in your contacts yet, click Add New Client first.
Click the Credits & Gift Card tab at the top of the profile.
Click Add Credit.
Type the amount in Credit, a note in Description (for example the order number and the item returned), and how many days the credit stays valid in Expire After (days).
Click Save.
The credit shows in the Credit History list on that tab and the customer's current balance shows as the Credit badge under their name on the profile. Put the original order number in the description so the credit can be traced back to the return later.
Credits are not deducted from the original order automatically. If the customer paid by card and you are giving credit instead of a card refund, leave the original order as it is and record the credit here. For gift cards, which are a separate payment type, see Does Stackably support gift cards?.
How do I put a returned item back in stock?
If you track inventory for the product, add the returned quantity back with the Adjust Stock dialog on the Products list in Shop+ so the count matches the shelf again. See Turning on inventory tracking for a product for where the dialog is. Items that are damaged and will not be resold should not be added back.
Good to know
Refunds start on the terminal, not in the web dashboard. Staff need the Transactions and Orders screens turned on for that terminal in Feature Visibility.
A refund can be for the full order or for any smaller amount you type in.
Void is for cancelling an order; Refund is for returning money on a paid order.
Store credit lives on the contact profile under Credits & Gift Card and can be given an expiry.
Returned stock is added back by hand with Adjust Stock.
Related articles: Refunding a Transaction from a Sunmi P3H · Finding and filtering orders on the Orders tab · Gift cards · Inventory tracking · What payment types does Stackably accept?