Returns

A return is when a customer makes a purchase and then later decides the item is unwanted or does not meet their needs. They return the item to the retailer, requesting a refund or item exchange. Gift recipients who are not the original customer might also return an item. In NetSuite Point of Sale (NSPOS), customers or recipients can return items to any store or location that is using NSPOS within the retailer’s NetSuite ERP subsidiary.

NSPOS provides two methods for accepting returns from a customer:

• Return with Receipt – A return that requires locating the original transaction. This can be done either through scanning the receipt or looking up the sales transaction by date, customer, or other criteria. Also called a validated return, this type of return can reduce fraud and mistakes.

• Return without Receipt – A return that does not require the customer to provide a receipt or the cashier to find the original transaction as proof of purchase. The cashier scans the item bar code or looks up the item on the register to determine the amount to refund.

Your customers can receive a refund in cash, as a gift card, or have it credited to a credit or debit card. If they want a refund to the credit or debit card originally used, they are not required to have that card on hand to swipe. Another refund option is to exchange the item by making a return and then purchasing a replacement.

NSPOS displays a RETURN watermark on the Journal line item. Unless the cashier adds items for purchase, the Journal shows the amount to be refunded as Change.

Important:

If the customer is returning items purchased with a gift card, the refund amount cannot be returned to that card. The refund must be provided as cash or another tender. You can add the refund to a new gift card.

Warning:

If the return is an exchange, where the original item is replaced by a new item within the same transaction, any current promotions available for the new item will not be applied. To use a promotion, 1) refund the original item in one transaction and 2) purchase the new item in a separate transaction.

For detailed steps to making returns, see:

• Return with Receipt

• Return without Receipt

• Apply Refund to a new Gift Card

Also see:

• Considerations on Returning BOGO and other Promotional Items

• Validated Return Transaction Lookup

• Configure Return Settings

• Configure Refund Limits by Tender

Related Topics

Transaction Management

Basic Sales Transactions

Sales Orders

Promotions

General Notices