Returns & Exchanges | POS App – SHOPLINE Help Center

To apply for this and other POS features, please contact our Merchant Success Team.

SHOPLINE POS offers two options for processing customer returns:

Process a return by cancelling the original order. This requires you to search, find the order, and cancel it.
Process a return by creating a new order. This method does not need to search for and find the original order. Instead, you can create a new "Return" record.

For example, a customer has purchased items X, Y, and Z and wants to return item Z. If you cancel the original order, you will need to re-process the purchase of items X & Y. You will not need to do this if you process the return by creating a new return order for item Z.

1. Cancelling the original order

To process a return by canceling an existing order, please refer to the steps below:

Step 1. Select the order to be returned

In the menu bar on the POS app, tap Orders. From this page, you can see and search through all of a store's orders.

Tap the search icon at the top of the window. You can search orders by "Transaction Number," "Transaction Date Range," or "Customer Phone."

Step 2. Confirm the order you want to return

Tap the three-dot button at the top right and select Cancel Order from the menu.

After confirming, the "Choose Operator" window will appear. Select the employee processing the cancellation.

In the "Confirm Order Cancellation" window, you can choose to enter a reason for the return or leave this field blank. If you leave the "Return Reason" field blank, the system will automatically register the reason as "Cancelled."

Revert store credits/ points

If the order is paid with store credit/ points, the "Revert credits with original expiry date" toggle switch will appear under the "Return Reason." The store credits/ points will be reverted afterward if you switch on the toggle. Please refer to Store Credits | POS App to learn more about using store credits on POS.

*Notes:

You can only revert store credits once for an order.
Store credits cannot be reverted in offline mode.
Only unexpired shopping credit can be reverted, and the time is based on the system.
For example, a customer used a $50 credit on 23 April and returned the order on 1 May. Since the credit expired on 28 April, the credit will not be reverted.

Step 3. Viewing returns/exchanges in Daily Revenue

After confirming the return, the system will change the order status in Daily Revenue "Refunded / Cancelled." A returned order with a negative amount in status will be generated and marked "Refunded / Cancelled."

Original order: These returns will appear as "Paid / Cancelled" but will not be deducted from the Daily Revenue total.
Returned order: Because an order for a negative amount has been created, this will be deducted from the Daily Revenue of the day when the return is executed. The returned item will appear as "Refunded / Cancelled" and the return reason will be recorded in the "Note" field.

Step 4. Checking return records

Go to SHOPLINE Admin > [Order Management] > [Orders] > [POS] to view the orders with "Refunded" payment status.

You can view the POS fulfillment reverted in the activity logs on [Products & Categories] > [Products] > [Edit].

2. Process a return by creating a new order

If a customer needs to return/ exchange part of the products in the order, please create a new order that contains the products to be returned and exchanged on the POS app.

Step 1. Select the product that is being returned

Add the product to the cart. Hold down and swipe left on the product entry in the cart—tap Return.

After tapping Return, the price for the product being returned will now be negative. For example, if the price of a product is $500, the cart will show -$500.

To change the status of a product in the cart that is currently set to "Return," hold down and swipe left on the product, then tap Buy.

*Notes:

Adding customer information to a return order is required as this will allow customers to view the return details in the Member Center.
Order discounts and product-level discounts are applicable to return products.
Applying store credits is available (the order subtotal must be more than 0).

Step 2. Creating a return order

After you create a return order, the inventory amount for the returned product will be increased accordingly.

Select and put the purchase product into the cart.

You can either provide a refund or pay off the difference, depending on the amount.

Store credit revert

If the order is paid with store credit, the "Revert credits with original expiry date" toggle switch will appear under the "Return Reason." The store credit will be reverted afterwards if you switch on the toggle. Please refer to this section of the article for detailed steps.

Step 3. Checking Daily Revenue records

When creating a new return order, the returned amount will be deducted from the Daily Revenue total.

4. Checking order records & product logs

A. Return with no exchange

In the SHOPLINE Admin, go to [Order Management] > [Orders]. Then go to the POS tab.

In the SHOPLINE Admin, go to [Products & Categories] > [Products]. Click the Edit button next to the product.

B. Return with partial exchange