Follow the store’s return policy and use the required manager approval when prompted.
Find the original order
Open register Orders and find the receipt or order. Start the return or exchange flow for the correct transaction.
- Check which quantities were already refunded or returned.
Select return items
Choose the items and quantities, and review restocking options and the calculated refund.
- Restock only items that should be sellable again.
- Use the unverified-return flow only when your permissions and policy allow it.
Choose the refund destination
Review the offered destinations and amounts. An unverified return is limited to gift card or store credit.
- For an original-payment refund, verify the provider result.
- Keep newly issued gift-card codes private.
Exchange if appropriate
Use the exchange action to carry the return value into a replacement sale. Add the replacement items and review the balance at checkout.
- The exchange is completed at checkout; parking it does not finish the transaction.
Confirm and reconcile
Complete any manager approval, confirm once, and inspect the receipt, order, stock, and payment outcome.
- Provide the appropriate return or gift-card receipt.
CHECK YOUR WORK
You’re ready when…
- Return quantities and destination are correct.
- Replacement items and any balance are settled.
- Stock and payment records agree.
IF SOMETHING DOESN’T LOOK RIGHT
Troubleshooting
Why can’t an unverified return go back to a card?
Without the original verified order, the available destinations are restricted to gift card or store credit. Follow the store’s policy and approval process.
Why is a control missing or unavailable?
Confirm that you are in the correct store and that your role allows this action. Optional apps and channels may require installation, a plan, or activation. Share the screen name and error with support if access is still unclear.