Returns and exchanges

A return at the POS produces a credit note in SAGE against the sale's invoice, in the série of the store where the return happens, with the returns document type chosen for that store in step 4 (NC or NRE); an exchange produces that credit note and a normal sale (FS/FR) for the new item, paid with the credit note plus any difference. zrsPOS does all of it from what Shopify POS records — what matters is to process the return in the POS, not in the admin.

Sales made in the store

Orders → open the sale → Return (or Exchange) → pick the items → restock at the store → choose how the money goes back. The credit note comes out in the store's série and prints at the till like any sale. An exchange prints its credit note and the new invoice on the store's default printer.

Returns processed from the Shopify admin (the back office) are issued too, but never print.

Online orders returned in the store

With Online order returns and exchanges on (step 5), zrsPOS looks for the order's invoice in the online shop's séries by order number and issues the credit note against it — in your store's série, because your store takes the item back and returns the money. The source invoice is named on the credit note (originating document), which is what the law requires; it does not have to be in the same série.

If it does not find exactly one invoice (none, or two for the same order), the return stays on Documents, among the sales not issued (and in the POS tile's Queue & errors tab), with the explanation, to be issued by hand in SAGE. zrsPOS never guesses.

Stock. zrsPOS knows a return happened in the store because the item goes back into that store's stock. That only happens for items with inventory tracking on in Shopify. In a shop without inventory tracking, only returns where the POS moved money (refund to the original method or cash) are recognised; an even exchange is not.

How the money goes back — the rule

1. By the original payment method. The law requires it for distance purchases returned within 14 days, and it is what any return expects. In the POS choose Refund to original payment method — it works for card payments taken through Shopify Payments, in store or online, with no cash leaving the till.
2. Store credit, only when the customer expressly prefers it. It sits on the customer's account and the credit note serves as a voucher for a later purchase.
3. Never cash for a purchase paid by card.

When the POS cannot refund by the original method

Online orders paid with PayPal, Klarna or another method the POS cannot reverse: process the return anyway (the item restocks, the credit note is issued) and choose Mark as refunded. zrsPOS tags the order zrspos:reembolso-online, raises an alert on Documents and emails the online team (the address is set in step 5), who refunds from the Shopify admin.

Exchanges with a price difference

• Cheaper item: the difference goes back to the customer by the original method (or store credit). The new item's invoice records the credit note as payment and the difference returned.
• Pricier item: the customer pays the difference any way they like (card, cash). The invoice records the credit note and that payment.
• Even exchange: nothing moves; credit note and invoice cancel out.

Orders in a foreign currency

Orders paid in another currency (USD, GBP…) are not returned in store: send the customer to the online shop, which refunds by the original method in the original currency. A credit note must be in the invoice's currency at its rate, and the store's till does not work in that currency.

Gift cards

Refunds to a gift card are not handled by zrsPOS yet. Use store credit.