Returns, exchanges and bill changes
👤 For: Cashiers, store managers and owners
Sometimes a bill needs fixing after it's done. The customer returns a product, wants a different size, or the wrong payment method was picked. You'll find all of this in the Return tab.
🔓 Optional feature: Return tab The Return tab appears only when bill returns are allowed for your store. Ask your admin to turn OFF
DisableBillReturn(under Bill Settings) in the back office settings. If the setting is not available, please contact Invoay Support.⚠️ Heads-up: Item Return, Item Exchange and Bill Modification also live inside the Return tab. If bill returns are switched off, the whole tab is hidden, so these can't be reached either, even if they're turned on.
What's inside the Return tab
When you open the Return tab, you'll see a page called Bills with up to four tiles:
| Tile | What it does | Shows up when… |
|---|---|---|
| 🔄 Bill Return | Refunds the whole bill | Bill returns are allowed (always, if you can see the tab) |
| ↩️ Item Return | Refunds some items from a bill | Item return is turned on |
| 🔁 Item Exchange | Swaps a product for a different product at the same price | Item exchange is turned on |
| 📝 Bill Modification (Payment type OR Employee) | Corrects the payment method or the staff member on a bill, with no money changing hands | Bill modification is turned on |
🔓 Optional features: Item Return, Item Exchange, Bill Modification If a tile is missing, that feature is turned off for your store. Ask your admin to turn ON
IsItemReturnEnabled,IsItemExchangeEnabledorIsBillModifyAllowed(under Bill Settings) in the back office settings. If the setting is not available, please contact Invoay Support.
Pages in this section
| Page | What it covers |
|---|---|
| Return a whole bill | Refund everything on a bill |
| Return some items from a bill | Refund one or more items, but not the whole bill |
| Exchange an item | Swap a product for another one at the same price |
| Change the payment method or staff on a bill | Fix a mistake without refunding |
| Return and exchange problems | Every message you might see, and what to do |
Things that apply to all of them
You'll need the bill number
Every option starts by typing the Bill ID at the top of the screen. You'll find it printed on the customer's receipt.
🔓 Optional feature: Search by printed bill number Some stores print their own style of bill number, such as GS/24-25/0123. If your store has this turned on, the search box says Enter Generated Bill ID, and you type the number exactly as printed. Otherwise, it says Enter Bill ID. Ask your admin about
AllowToReturnFromSystemGeneratedBillId(under Bill Settings) in the back office settings. If the setting is not available, please contact Invoay Support.
You'll need an internet connection
Bills are looked up online, so make sure you're connected. If you're not, you'll see a "no internet" message.
💡 Tip: If you've just made the bill and it isn't found, wait a minute or two and try again. New bills take a moment to be saved online.
Your store's return policy
Your store sets how many days after purchase a return or exchange is allowed. If the bill is too old, you'll see a red bar at the bottom, such as Bill Return Time Expired, and you can't continue.
If you see "Please set return policy in back office before proceeding.", your store's return policy hasn't been set up yet. Ask your admin to set it in the back office.
Who's allowed to do returns
Each staff login can be allowed (or not) to do returns, exchanges and bill changes.
- If your login is allowed, you just enter a reason and continue.
- If it isn't, Simple POS asks for an Employee Login Id and Employee Password. Someone who is allowed, usually a manager, types their own login details to approve it. Nobody needs to log out.
To change who's allowed, ask your admin to update the staff member's permissions in the back office.
What you'll see after searching
Once the bill is found, the top of the screen shows the bill's details: Customer, Bill By Employee, Date Time, Bill Amount, any discounts, Tax Amount and Items Quantity. Below that are two tabs:
- Bill Particulars: every item on the bill, with quantity, tax and price.
- Payment Details: how the bill was paid.