Returns at the counter

Return on the rail, F6 on the sale screen, or scanning a receipt while no sale is open.

Two steps on purpose: the sale is found first and the screen shows what may still come back, then the cashier chooses the lines and how the money goes back.

Finding the sale

Scan the receipt the customer brought back, or type the code. A receipt code and an order number both work, so a customer who brings the confirmation e-mail instead of the slip can also be served.

Nothing answering to the code says No sale answers to that code.

The sale then shows its lines, each with what may still come back. Where part of it has already been returned, the row says already back: and the quantity. A line that cannot come back at all is marked Cannot come back.

The returnable quantity is determined on the server rather than calculated on the screen, so that two tills in one shop cannot refund the same article twice.

A sale that carried a discount

A discount on the whole sale is a line of its own on the receipt: the articles keep their shelf price and one row at the bottom takes the discount off the lot. So the price beside an article is what it was rung up at, and not what the customer paid for it.

The refund follows the money. Every line gives back its share of the discount, in proportion to what it cost, and the row says what it comes back at: 2 × 19.99 · back at 17.99. Still returnable and Giving back now on the right are worked out the same way, so the figure on the button is the figure that leaves the drawer.

The discount row itself is on the list, because the customer paid it, and cannot be ticked, because a discount is not refunded on its own.

Where the discount came from a promotion, the shop recorded which lines it came off and by how much, and that record is used instead of the proportion: a promotion that makes the cheapest item free applies entirely to one line, and spreading it evenly would refund the wrong amount on both.

Giving the money back

Choose the lines and the quantities, then a payment method. The methods offered are the sales channel’s own: money goes back out the way the shop takes it in, and the server checks the chosen one again.

The method the customer paid this sale with is already selected. Where the sale was paid with two methods, the one covering the larger amount is selected. The selection is a starting point and not a restriction: another method may be chosen, and the server goes on checking it against the sales channel rather than against the original payment.

The cash method is selected instead in two cases: a sale the till holds no payment record for, which is a sale reached by its order number rather than by a receipt, and a sale paid with a method this till no longer offers.

With nothing chosen the screen says Nothing is chosen to come back.

Refund finishes it. What happens then:

• the claim is recorded in the shop as an ordinary return, with the same states and the same policy as one raised from an order → Raising a return;
• the goods are booked into the warehouse behind this till as the movement Till refund, and what happens to them next follows the choice described in What becomes of the goods. A line the catalogue does not carry, meaning an open line the cashier priced, is refundable but has no product to put back on a shelf, and says cannot go back on a shelf;
• a refund in cash leaves the drawer, so it is booked as a cash movement and is included in the evening count. A refund to a card is not.

What it does not do is move the order’s own statuses: the delivery stays Shipped and the payment stays where it was. Which claim completes a delivery is a decision the shop makes in a Flow, and Returns overview shows how to wire it.

What becomes of the goods

The cashier is holding the article while answering this, which is the only point on the whole return path where anybody has it in hand. The goods offers three destinations:

Choice	Where the article goes	What is left to do afterwards
Back on its shelf	the exact bins the sale came off, read from the stock ledger	nothing
To the receiving area	the receiving area, sellable again immediately	put-away chooses a shelf in its own time
Hold for the warehouse	the returns area, out of stock	somebody at the back decides → Deciding what happens

The choice starts on the setting of the till profile → Till profiles, and then stays where the cashier left it for the rest of the session, so a counter taking back six of the same jumper answers the question once.

Back on its shelf splits the quantity across the shelves the sale was actually drawn from, the last one the sale emptied first. A sale of three taken off two shelves therefore goes back to both, in the quantities it came off each. Units the ledger holds no shelf for go to the receiving area instead, which is also what happens in a warehouse with no bins set up.

Writing goods off is not offered at the counter. It is a decision taken in the returns area, on the disposition queue.

Why it came back

Why it came back records a reason on the claim. It is optional, Not given is what an untouched refund files, and the question is shown only where the shop maintains reasons the counter can offer.

A reason the shop marked as needing a written explanation or a photograph is not offered here: neither can be collected with a queue waiting, and filing a claim the shop’s own rule calls incomplete is worse than filing one without a reason. The reasons themselves are maintained in the administration → Reasons, windows and exclusions.

Picking a reason also moves The goods to what the shop recorded that reason usually means. A reason set to scrap moves it to Hold for the warehouse, because writing stock off is not a counter decision. A reason the shop left without a setting says nothing about the article and leaves the choice untouched. The cashier can move it back either way.

Two things the till cannot finish on its own

A sale that was invoiced. The screen says This sale was invoiced. A credit note is needed, issue it in the administration., with the invoice number beside it, and it is shown before the refund rather than after it. The money can still be given back at the counter; the credit note is a separate document, issued in the Shopware administration.

A reversal the fiscal device never confirmed. The money has already been given back, so this is not a failed refund but an open fiscal record: The money is back, but the fiscal device has not confirmed the reversal., with Reverse on the device beside it. The warning comes up on every later lookup of that sale until the device confirms it, and The fiscal device still refuses the reversal. is what a second failure says.

A till with no fiscal device has nothing to reverse and is never asked.