# Guide - Refunds ## Introduction When it comes time to refund a product on the **Premier EPOS** software, the system has several different options to complete the refund and several methods of returning the money to your customer. **Refunds** can be started by simply scanning a customer's receipt, or if the customer does not have their receipt you will find other options under the **Refunds** button. Please see below screenshot for an example of the default **Refunds** button.

## Starting the Refund Process There are two methods of starting the refund process. The first more common method is to scan a customer's receipt. Each receipt is printed with a corresponding barcode that links to the transaction. The second method is to press the **Refunds** button and select from the options on the refund menu. These options include: [Refund Item(s) With A Receipt](#refund-item-s-with-a-receipt) [Refund Item(s) With A Receipt From A Different Store ](#refund-item-s-with-a-receipt-from-a-different-store) [Refund Item(s) Without A Receipt ](#refund-item-s-without-a-receipt) [Refund Item(s) By Transaction Search](#refund-item-s-by-transaction-search) Please see below screenshot.

## Refund Item(s) With A Receipt This is the basic method of refunding an item on the system. The process can be started by either simply scanning the customer's receipt into the **Sales Screen's** barcode box or by selecting the **Refund Item(s) With A Receipt** option. If you choose the second option, you will then be asked to scan/type the barcode into the new pop-up box. Please see below screenshot.

Once you have entered the receipt number, the system will then ask you what items are being returned. For details on selecting the items and payment refund method, please click[ here](#return-items). ## Refund Item(s) With A Receipt From A Different Store This option is similar to the first option, however it has the added ability to refund items sold in another one of your stores. After selecting this option you will be asked to select your other store from a list. Please see below screenshot.

Select your other store from a list like this

Once you have selected the store, you will then be asked to scan/type the barcode into the new pop-up box. Once you have entered the receipt number, the system will then ask you what items are being returned. For details on selecting the items and payment refund method, please click[ here](#return-items). ## Refund Item(s) Without A Receipt The next method of refunding an item is without a receipt. This method allows the staff member to recreate the customer's transaction in order to provide the refund. We recommend this method of refund to only senior staff members and above. Once you select this option, you will see the refund item box. In this box you can select the items to be refunded. Please see below screenshot.

Using this method, the items being refunded must be entered one at a time. Other refund methods allow for the selection of multiple items. For details on selecting the items and payment refund method, please click[ here](#return-items). ## Refund Item(s) By Transaction Search The final option for refunding is by searching previous transactions and locating the sale using this method. After selecting the refund by the transaction search method, a new search window will appear. Please see below screenshot.

Refunding by transaction search will show you today's transactions by default

After selecting the transaction, you will then be asked to select the items. For details on selecting the items and payment refund method, please click[ here](#return-items). ## Return Items Once you have selected your method of refund, you will then be ask to select the items to be refunded. The only method of refunding that doesn't use this method is, [Refund Item(s) Without A Receipt](#refund-item-s-without-a-receipt). At this point you can select to refund all the items or just some of them. Please see below screenshot.

If you want to select specific products and amounts, you can click the corresponding grey box on the right of the item name. Once you clicked the grey box, the system will ask you how many of the items are being returned. Please see below screenshot.

For our example we will be doing a partial refund and only returning some of these items. Once you have selected which items and how many of them are being returned, you will see your selection in the grey box on the right. Please see below screenshot.

A partial refund with only some items selected

Once you have selected the items to be refunded, you would then press the **Refund Items** button**.** If you would like to refund all items, you can press the **Refund All Items** button. This will fill in the grey boxes on the right with the entire amount of quantity bought. This option is best used if the customer is returning all the items they purchased.

## Return to Stock? After pressing **Refund Items**, the **Product Defection** window will appear. Please see below screenshot.

This window will allow you to choose if the stock is returned to your inventory, or if it is going to be returned somewhere else, to a manufacturer or Supplier for example. Regardless of which option you choose, the refund **will continue!** The next stage is to choose how you are refunding the tender to the customer. ## Payment Return Method Once you have chosen the items and decided if they are being returned to stock or not, they will be added to the cart. Once the items are in the cart, the **Proceed** button will become a **Refund** button. Please see below screenshot.

You can choose to add in additional items to the cart. If the customer was exchanging the items or buying new items, you can include them in this sale. If the **Total To Pay** reaches **£0.00** or more, the **Refund** button will revert to the normal **Proceed** button. For our example, we are only returning items and not exchanging. Once you press the **Refund** button, the **Payment Return Method** window will appear. Please see below screenshot.

### Common Payment Return Methods When completing a refund, we strongly recommend choosing the same method the customer used to pay for the products. Well this is recommended, the system does not prevent you from choosing a different option. The common return methods include **Cash**, **Card**, **Cheque** and **Mail Order** options. ### Advanced Payment Return Methods #### Credit Note (Voucher) This option creates a **Voucher** based on the amount of money being refunded to the customer. This refund **Voucher** can then be used like a normal **Voucher** and be applied to future sales in your store. For a full guide on **Vouchers**, please see the links below. [How To Guide - Vouchers Menu](/support/customers/vouchers/how-to-guide-vouchers-menu.md) [How To Guide - Selling Vouchers](/support/customers/vouchers/how-to-guide-selling-vouchers.md) #### Credit Customer Account This option creates a credit invoice directly linked to a customer's account. This option is only available when refunding with a **Customer** selected. If you have any additional questions about the above guide, please contact our Support Team on either **03303 800 142** or . If you're a new customer and interested in joining **Premier EPOS** please click [here](https://www.premierepos.co.uk/) for more information and to book your free demo. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.premierepos.co.uk/support/sales-screen/sales-screen-basics/guide-refunds.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.