Doing returns

Depending on your store’s return policy, you may allow customers to return items only for store credit, rather than for a cash or credit card refund. If this is the case:

  • A customer card must be associated with the return invoice. This enables OnSite to store the credit in the right account. If the original sale was processed as a walk-in you can still add a customer to the return invoice.
  • If you have forgotten to add the customer to the return invoice, you can do it later in Browser mode.

In the POS

  1. In the search bar click the Documents icon and scan the barcode on the customer’s printed receipt or invoice. OnSite automatically generates the return invoice. If you don't have a receipt or invoice with a barcode:
    • You can manually enter the invoice ID and click Return to generate a return invoice.
    • You can click the list in the right corner of the search field to display a list of today's invoices.
    • You can display historical invoices by exiting to Browser mode.
    • If you are giving a refund for store credit, you must associate a customer with the invoice.
  2. On the return Invoice remove the products that are not being returned by selecting the line item and pressing Delete. If any products are serialized, enter the serial numbers in the s/n field below the line item.
  3. Click Check Out to go to the payment screen.
  4. Choose the payment method the customer originally used. If you are giving a refund for store credit, click Finish, as this completes the sale and stores the credit on file.
  5. In the confirmation window, select the original payment to refund. If you are refunding to a credit card, you need the card or card details to process the refund. If the original payment has not been settled with your processor, most payment processors require you to click Void instead of Refund in the processing window.
  6. Click Finish to generate a return receipt.

In the StoreMaster

  1. Open the original sale invoice. If you are giving a refund for store credit, click the customer tab to switch from a walk-in to a customer. Search for the customer or click New to add a new customer.
  2. If you are returning all products click the Return button. OnSite asks you to confirm whether you want to do a return for this invoice. Click OK.
    If you are returning only some products select them using Command (⌘) + click and click Return. OnSite checks whether to return the selected line items or the entire Invoice. Make your selection and click OK. Confirm your selection and click OK.
  3. Verify that the line items and quantities are correct on the return invoice and click save.
  4. On the Payments tab select the card type the customer originally used. If you are giving a refund for store credit, save the invoice to complete the sale and save the credit on file.
  5. In the confirmation window, select the original payment to refund. If you are refunding to a credit card you need the card or card details to process the refund. If the original payment has not been settled with your processor, most payment processors require you to click Void instead of Refund in the processing window.
  6. After you process the return payment, click Print to generate a return receipt.
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