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Returns are common in footwear retail - a customer bought the wrong size, a sole came loose, or they changed their mind. This page explains how to process a return quickly and correctly so the customer is happy and your stock and accounts stay accurate.

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Before You Start

  • You must have the Manager or Admin role. Cashiers cannot process returns.
  • Returns must be enabled. If you see “Returns are disabled”, ask your Admin to turn on “Enable Returns” in POS Settings.
  • The return must be within the refund window. For example, if the window is set to 48 hours, a sale from 3 days ago cannot be returned through the POS.
  • You need the original invoice number. This is printed on the customer’s receipt (for example, ACC-PSINV-2026-00001).
  • Only submitted sales can be returned. Draft invoices cannot.

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Step 1: Go to the Returns Tab

Tap Returns in the top navigation bar.
Returns screen with empty lookup field and Find button

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Step 2: Look Up the Original Sale

  1. Type the invoice number in the search field
  2. Tap Find (or press Enter)
  3. The system looks up the sale
Returns screen with invoice number typed and the original sale appearing below showing items and total
If the invoice is found, you see:
  • The invoice number and customer name
  • The date of the sale
  • The original sale total
  • A list of items that were sold
If you get an error:
  • “Invoice not found”: double-check the invoice number. Check for typos (zero vs. letter O, etc.)
  • “Only submitted sales can be returned”: the invoice is a draft, not finalized
  • “That document is already a return”: this invoice was already processed as a return

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Step 3: Select What Is Being Returned

Each item from the original sale appears as a row with a quantity box.
Returns line selection showing two items with quantity inputs pre-filled to original amounts
  • By default, all quantities are set to the full amount sold
  • For items the customer is keeping: set the quantity to 0
  • For items the customer is returning partially: enter the number being returned (for example, if 2 pairs were bought and 1 is coming back, enter 1)
Example scenarios:

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Step 4: Choose the Refund Method

Below the item list, a dropdown shows the available payment methods (Cash, UPI, Card, etc.).
Refund method dropdown showing Cash selected and Process Return button below
Select how the refund will be given back to the customer. In most footwear stores:
  • Cash: the customer paid by cash and wants cash back
  • UPI: refund back to the same UPI account
  • Card: refund back to the card (the actual refund to the card may take a few business days depending on the bank)

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Step 5: Process the Return

  1. Review the items and quantities one more time
  2. Tap Process Return
  3. The system creates a return record linked to the original sale
Return success screen showing a tick icon, refund amount, and return invoice number
The confirmation screen shows:
  • A green tick confirming success
  • The return invoice number (keep this for the customer’s records)
  • The refund amount
Tap New Return to start another return.

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What Happens Behind the Scenes

  • A return POS Invoice is created and linked to the original sale
  • The returned items are added back to stock in the warehouse automatically
  • The accounting entry is reversed for the returned amount
  • The original invoice is marked as returned
The cashier does not need to make any manual stock adjustment - it is all handled automatically.

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Field Guide: Returns Screen

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Refund Window: Time Limit on Returns

Your store has a configured refund window (set in POS Settings). For example, “Returns allowed within 48 hours of sale.” If you look up an invoice that is outside this window, you will see:
Refund window expired - returns are only allowed within 48 hours of the sale.
The “Process Return” button is disabled. If you need to make an exception, contact your Admin - overrides must be done in the back-office directly.

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Troubleshooting

The Returns tab is not visible Check with your Admin that you have the Manager or Admin role. Cashiers cannot see this tab. “Returns are disabled” message The Admin needs to turn on “Enable Returns” in POS Settings. The invoice is found but the refund window badge shows “Expired” The return window has passed. The Process Return button is disabled. Contact your Admin for an override. The refund method I need is not in the dropdown Only payment modes set up in the POS Profile appear. Contact your Admin to add the mode if needed. I cannot find the invoice number
  • Check the customer’s printed receipt
  • Ask the customer the approximate date and search for POS Invoices in the back-office
  • Ask your Admin to look up by customer name in the back-office
The return succeeded but the stock did not come back Stock updates run after the return invoice is submitted. Allow a few seconds, then check the item’s stock in the back-office. If it still looks wrong, contact your Admin.

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Best Practices

  • Always look up the original invoice - never process a return without verifying the original sale
  • When a customer exchanges (returns one size for another), process the return first, then make a new sale for the replacement
  • If a customer does not have the invoice number, try searching in the back-office by their name or mobile number before refusing the return
  • Give the customer the return invoice number as their refund record
  • Do not override the refund method just because the customer asks - the refund should go back the same way it was paid where possible