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Refund a sale

For managers. Refunds are done from Sales by an admin or a manager. A cashier doesn’t see the Refund button.

Refund items

Section titled “Refund items”
  1. Go to Sales and find the sale. Select View receipt (the receipt icon) on its row.
  2. Select Refund.
  3. In Qty to Refund, enter how many of each item are coming back. Refundable shows how many are left to refund, after any earlier refunds.
  4. Choose the Refund Method: Cash, M-Pesa, Card or Store Credit.
  5. Add a Reason (optional), such as “Damaged item”.
  6. Select Refund N items, check the summary, and select Process Refund.

The items go back into stock, and the receipt gains a Refunds line with the date, method and amount.

How much is refunded

Section titled “How much is refunded”

Each item is refunded at what the customer actually paid for it, so a discount given on the sale comes off the refund too. When part of a line is refunded, the amount is that part’s share, rounded to whole shillings when your business uses whole-shilling amounts; refunding the rest later always adds up to exactly what was paid.

Store Credit reduces what the customer owes on their account. It needs a sale with a customer; for a walk-in sale, refund by cash, M-Pesa or card.

Things you can’t refund here

Section titled “Things you can’t refund here”
  • Items already fully refunded. The window says Every item on this sale has already been fully refunded.
  • Serial-numbered items (phones, laptops tracked by IMEI or serial). Their units can’t be refunded here yet.

Refunding can’t be undone.

Section titled “Related”