An exchange swaps items a customer brings back for other items. Only the price difference changes hands, and a new order records the new items.
Use it when a customer wants another size, colour or product instead of a refund.
Before you start
- Your role needs the Exchange orders permission.
- The order must be completed and paid, with no refund in progress.
- When the new items cost more and the customer must pay, finish the exchange at the POS, where you can take the payment. For an online order, the screen asks you to refund it and let the customer order the new items online.
Step 1. Open the exchange
On the order page, press Exchange.
At the POS, open the Orders tab. Find the sale in today's list, or type its number in Find an order by number and press Find. Press Exchange on the order. If you see This is an online order. Exchange it from the Orders page, not the POS., open it from All Orders instead.
Step 2. Enter the items that came back
Under Items back, choose the Condition: Good, can be sold again or Damaged. Under Quantity that came back, type how many of each item the customer returned. On the order page, Received at shows the branch where the items come back and the new items leave from.
Step 3. Add the new items
Under New items, search by name, SKU, reference or barcode, and press a product to add it. For a product with sizes or colours, choose the option. Use the plus and minus buttons to change the quantity. Not available at this branch means there is no stock of it there.
Step 4. Check the difference
The summary shows Items back value and New items value, then what happens to the money: Collect with the amount, Give back with the amount, or Even. At the POS you can also add a Discount on new items.
Step 5. Settle the money at the POS
When the customer pays more, choose how under Customer pays by. For cash, type Cash received (optional) to see the change. When you give money back, choose Cash or Card (Terminal) under Give back by. Cash comes out of this register's drawer.
If the Supervisor approval window opens, a supervisor picks their name and types their PIN.
Step 6. Confirm
Add a Reason (optional), such as wrong size, and press Confirm exchange. You see Exchange done, with the new order number. Press Open the new order to see it, or print the receipt.
Result
The returned items are back in stock, unless you marked them damaged, and the new items left it. Both orders show an Exchanges card that links them, with the money that changed hands.