> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bizaxl.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Returns and Refunds
> How to process a customer return in the footwear store - look up the original sale, select what is coming back, and issue the refund.
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.
***
## 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.
***
## Step 1: Go to the Returns Tab
Tap **Returns** in the top navigation bar.
***
## 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
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
***
## Step 3: Select What Is Being Returned
Each item from the original sale appears as a row with a quantity box.
* 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:**
| Scenario | What to do |
| -------------------------------------------------- | ---------------------------------------------------------- |
| Customer returns all items | Leave all quantities as they are |
| Customer keeps one pair, returns another | Set the kept pair's quantity to 0 |
| Customer bought 2 identical pairs, returns 1 | Change quantity from 2 to 1 |
| Customer only returns accessories, keeps the shoes | Set the shoes to 0, keep the accessories at their quantity |
***
## Step 4: Choose the Refund Method
Below the item list, a dropdown shows the available payment methods (Cash, UPI, Card, etc.).
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)
***
## 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
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.
***
## 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.
***
## Field Guide: Returns Screen
| Field | What to Enter |
| --------------------------- | ---------------------------------------------------------- |
| Original sale (POS Invoice) | The invoice number from the customer's receipt |
| Item quantity | How many of each item are coming back (0 means keeping it) |
| Refund via | The payment method for the refund |
***
## 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.
***
## 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.
***
## 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
***
## Related Features
* [Making a Sale](/retail/footwear-retail-pos/selling): Creating the original sale that returns refer back to
* [Shift Management](/retail/footwear-retail-pos/shift-management): Returns are included in the shift reconciliation
* [POS Settings](/retail/footwear-retail-pos/pos-settings): Where to enable returns and set the refund window