Handling Returns and Reversing Payments
Merchandise returns are typically recorded on return receipts. A return receipt deducts the receipt total from the current day's sales and adds the item(s) back into inventory.
To make a return receipt:
- Select NEW RETURN RECEIPT from the Point of Sale menu.
- List the returned merchandise, using the same prices at which the merchandise was purchased (from the original receipt, or see the Tip below). List returned quantities as positive numbers on a return receipt.
- On the Payment window, enter the receipt amount in the applicable change type.
- If refunding by credit card, swipe the customer's card and/or enter information as requested. A credit will appear on the cardholder's account.
- Refunds cannot be made to a debit/ATM card. Return the money to the customer by some other type, such as cash, check, or gift certificate, per your store policy.
- Update and/or print the receipt normally.
Credit Card Transaction Details
If a customer cancels a credit card purchase or returns the purchased merchandise for credit, the following apply:
If authorization has not yet been received:
- Select CANCEL from the Credit Card Payment window.
If authorization has been received, but the receipt not yet updated:
- Highlight the credit card payment and then select DELETE PMNT from the window icon bar. This voids the payment, and allows you to enter a different payment type. (Selecting CLEAR PAYMENTS will also void the payment.)
If the receipt has been updated, but the transaction not yet settled:
- Display the receipt and select REVERSE. Both the original and reversing receipt retain the credit card charge information, but are marked as being voided, and the transactions are not sent for settlement, nor does either transaction show up on the cardholder's statement.
If the transaction has already been settled:
Create a return receipt crediting the customer or reverse the original receipt and credit the amount, using the same credit card information. Because settlement has already occurred in this circumstance, both the original and return/reverse transaction show up on the cardholder's statement.
The reversing receipt (return) shows the original payment returned to the customer as change by credit card. If the receipt has already been settled, this receipt will automatically be sent to the card processor as part of the next settlement batch. This will result in a credit on the cardholder's account. Record payment on the new corrected sales receipt by the same credit card, authorizing and updating the charge by manually entering the card information (you may have to contact the customer for this information). This new receipt will also be sent with the next settlement batch, resulting in a new charge on the cardholder's account.
PIN Debit Card Transaction Details
Debit payments, if already authorized through the QuickBooks POS Merchant Service, cannot be deleted from the receipt, nor can the receipt be canceled or voided. The cashier can manually enter an equal amount by another payment type to balance the receipt, update, and refund the debit amount to the customer.
Reversing a debit receipt does not create a credit back into the customer's bank account. When you reverse a debit receipt, the change is automatically assigned to cash. If you want to return the money to the customer by another method, create a return receipt instead and choose any payment method. Then create a new, corrected receipt.
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