Returns and Exchanges from Customers

Display Customer Purchase History | Sales History

Merchandise returns and exchanges are recorded on receipts.

To process a merchandise return or exchange:

1. Follow the basic procedure for Making a Sale, listing the return items on a sales receipt and clicking Return Item to make the quantity negative.

OR

In your sales history, find and select the original receipt and then select Accept Return/Exchange from the I Want To menu.

- The Take Return/Exchange wizard is opened, with the items and prices from the original receipt listed. Select the check box in the Return column for the items being returned and then click Add Selected Items. The selected item(s) are added to a new receipt with a return quantity of one (- 1) and at the same price as the original sale.

- If you select Accept Return/Exchange before selecting a receipt, the initial page of the wizard is a receipt search function. Enter the customer name or another search keyword to find the original receipt and then proceed as above.

2. On the new receipt, adjust quantities of returned items if necessary and list any new purchase items.

3. Enter any other requested item information, such as serial numbers (Pro).

4. Take payment or give a refund as appropriate:

   - If money is due the customer, it is suggested as cash change. Click a different payment type button to give the refund by another method. Ensure that the refund option is selected in the payment dialog.

   - Refunds cannot be made to a debit/ATM card. Refund the amount as cash, gift card/certificate, or another method per your store policy.

5. Save and print the receipt.

Notes:

- You can sell new items on the same receipt on which you are accepting returns. Simply take payment or give change based on the net total of the receipt .

- If integrated with QuickBooks Desktop financial software and the exchange is for a charge account customer, be aware that putting both return and sales items on a single receipt will create only one document in your financial software, based on the net amount of the receipt. If negative, a customer payment or credit memo is created. If positive, a customer invoice is created. If you always want customer payments/credit created for returns and invoices for sales, record returns and sales on separate receipts.

- The item(s) returned by the customer are added back to inventory. If the merchandise is unsalable, you should create a quantity adjustment memo to remove it from inventory or a return voucher if the merchandise is being returned to your vendor for credit.

Related Topics

Display a customer's purchase history

Make a sale

Reverse a receipt

How receipts are transferred to QuickBooks Desktop financial software