Return and exchange problems
👤 For: Cashiers and store managers
Finding the bill
| What you see | Why it happens | What to do |
|---|---|---|
| To Search Enter Bill Id | The search box is empty. | Type the bill number from the receipt. |
| Bill Not Found | No bill matches that number. | Check the number on the receipt. If your store uses printed bill numbers, type it exactly as printed. If the bill was made just now, wait a minute and try again. |
| No Internet Available / no-internet message | Bills are looked up online. | Connect to the internet and try again. |
| Bill Already Returned | This bill has already been fully returned. | Nothing more to do. |
| Return Policy Loading… | Simple POS is checking your store's return rules. | Wait a moment. |
| "Please set return policy in back office before proceeding." | Your store hasn't set up its return rules yet. | Ask your admin to set the return policy in the back office, then tap Retry. |
Time limits
| What you see | What to do |
|---|---|
| Bill Return Time Expired / Item Return Time Expired / Item Exchange Time Expired | The bill is older than your store allows. Speak to your manager. |
Approvals
| What you see | Why it happens | What to do |
|---|---|---|
| Employee not Found | The approving login ID or password is wrong. | Re-enter the login details carefully. |
| "Employee Not Have permission to return Bill." / "…return Item." | The person approving isn't allowed to do returns. | Ask a manager whose login has return rights. |
| Login Permission Denied | The approving person isn't allowed to log in to Simple POS. | Ask a different manager. |
| Warning: Permission denied (bill changes) | The approving person isn't allowed to change bills. | Ask a manager whose login has permission to modify bills. |
| Reason Required / Remark required | A reason is needed. | Type a short reason. |
Returning or exchanging items
| What you see | Why it happens | What to do |
|---|---|---|
| Cannot Return: "Cannot Return All Items From Bill. Use Bill Return Instead." | You've selected every item on the bill. | Use Return a whole bill instead. |
| Cannot Return / Cannot Exchange: "…Item Return (or Exchange) is disable in Item master." | This item is set up as non-returnable or non-exchangeable. | Speak to your manager. |
| Cannot Return: "…has a membership wallet which has been redeemed." | The customer has already used part of their membership wallet or package. | Tap Membership Wallet Redeem History to see what was used. It can't be returned. |
| Cannot Exchange: "…only Product Exchange Allowed." | Services can't be exchanged. | Use an item return instead. |
| Exchange Item must be different. | You picked the same product. | Choose a different product. |
| Exchange Item must have same Cost. | The new product has a different price or tax. | Return the old item and make a new bill for the new one. |
| "qty must be less than …" / "qty must be greater than 0" | The quantity is more than was bought, or is zero. | Enter a quantity between 1 and the amount bought. |
Still stuck?
Contact Invoay Support: 📞 +91 82877 61922 · 💬 WhatsApp +91 82877 61922 · 🌐 helpdesk.invoay.com