# Returns and Exchanges in Point of Sale

> Source: https://help.getedara.com/en/articles/90000004-returns-and-exchanges-in-point-of-sale · Category: Point of Sale › Sales orders · العربية: https://help.getedara.com/ar/articles/90000004-%D8%A7%D9%84%D9%85%D8%B1%D8%AA%D8%AC%D8%B9%D8%A7%D8%AA-%D9%88%D8%A7%D9%84%D8%A7%D8%B3%D8%AA%D8%A8%D8%AF%D8%A7%D9%84-%D9%81%D9%8A-%D9%86%D9%82%D8%A7%D8%B7-%D8%A7%D9%84%D8%A8%D9%8A%D8%B9

A customer may come back after buying to return some items or swap them for others; in a clothing store, for example, they may want a different size or color. So you can return a sales order in full or in part right from Point of Sale, or exchange some of its items for other items in the same transaction.

You select the items the customer brings back and add the new items they take instead. Edara then creates a sales return and a sales order, and settles the difference between them in a single payment or refund.

## Follow the steps

1. Go to the "Point of Sale" module.
2. Open the "Sales Orders" page.
3. Click the More Details icon “ **⋮** ” next to the sales order you need.
4. Click **"Return & Exchange"** .

The "Return & Exchange" screen opens with every item of the order as a returned item, tagged "Return", at the full quantity available to return. The original order's code appears at the top of the screen next to "Exchanging against", and on the side you see the customer and the sales person as they are in the order, with the warehouse suggested from the original order.

1. Choose another warehouse in the "Warehouse" field if needed, or keep the suggested warehouse.

To return only part of the order, keep in the table the items the customer is bringing back:

1. Delete the items the customer is keeping by clicking the delete icon ("Remove line") that appears when you hover over the line.
2. Change the quantity of each returned item if needed with the **"+"** and **"−"** buttons.

What you can change and what stays fixed

| Field | What happens | Why |
| --- | --- | --- |
| Quantity | From 1 up to the quantity available to return. | You can't return more than what was sold and hasn't been returned yet. |
| Service item | Returned in full; its quantity can't be changed. | Service items can only be refunded in full. |
| Unit of measure (UoM) | Fixed; it can't be changed. | It comes from the original order. |
| Discount | Fixed; it can't be edited. | It's carried over from the original order. |
| Warehouse | Suggested, and you can change it. | The original order's warehouse is suggested. |
| Customer and sales person | Fixed; they can't be changed. | They come from the original order. |

If the customer wants other items instead of the returned ones, add them on the same screen:

1. Search for the new product by name or code (SKU) in the "Search products to add" field. You can press F2 to jump straight to the search field.
2. Click the product in the search results to add it to the table.
3. Change the quantity of the new product if needed.

The new product appears tagged "New", and the summary on the side updates to show the value of the returned and new items, the tax and the difference between them, along with the documents Edara will create.

The documents Edara creates

| Items on the screen | What Edara creates |
| --- | --- |
| Returned items only | A sales return. |
| Returned items and new items | A sales return for the returned items and a sales order for the new items. |
| New items only | Nothing: an exchange needs at least one returned item. To sell new items only, create a new sales order. |

1. Click the button under the summary. It changes with the difference: **"Pay"** if the new items are worth more, **"Refund"** if the returned items are worth more, or **"Complete exchange"** if both are worth the same.

When you click "Complete exchange", the exchange is recorded right away. When you click "Pay" or "Refund", the payment window opens:

1. Enter the amount in "Cash", "Bank" or "On account" (in a refund: "Cash refund", "Bank refund" or "Credit to account"), and select the account you need.
2. Click **"Done (F2)"** , or **"Refund"** if it's a refund.

Payment and refund methods

| Method | Rules |
| --- | --- |
| Cash | Can be used with "On account", but not with "Bank". |
| Bank | Can be used with "On account", but not with "Cash". No change is given from it. |
| On account | Credit customers only. The amount goes to the customer's balance instead of being paid or refunded. |

Once the transaction is complete, the "Print receipt" window opens with the exchange receipt: the exchange number, the returned and new items, and the amounts.

1. Click **"Print receipt"** to print the exchange receipt, or **"Skip"** to close the window without printing.

To see how each document was settled, click "Payment details" in the same window: it shows the sales return and the sales order with the code of each, and the amount recorded for each document in cash, bank or on account.

After you close the window, you're back on the "Sales Orders" page listed by "Exchange", with the new exchange at the top of the list. The net amount shows whether the customer paid the difference, the store refunded it, or both were worth the same ("Even exchange").

You can also start an exchange from the exchanges list by entering the order code:

1. On the "Sales Orders" page, click the More Details icon “ **⋮** ” above the table.
2. Choose **"List By"** , then **"Exchange"** .
3. Click **"New exchange"** .
4. Enter the code of the paid sales order, such as SO-1-664.
5. Click **"Continue"** .

The "Return & Exchange" screen opens for that order, and you carry on with the steps as above.

## Keep in mind

- Only paid sales orders can be returned or exchanged, so the "Return & Exchange" option doesn't appear for an unpaid or cancelled order.
- The sales order an exchange creates for the new items can't be edited.
- The returned items' share of the original order's discount is calculated by their share of the order's value, and it shows in the summary as "Order Discount".
- In an exchange, the sales return and the sales order are each recorded at their full value, and the difference between them is the amount the customer pays or gets back.

## Time to try

Sample data — it doesn't affect any real orders or amounts. Open "Return & Exchange" for a paid order, delete items or change their quantities, add new items, then complete the payment or refund. Also try entering the code of an unpaid or cancelled order in "New exchange".

## If you run into a problem

### Messages that stop you from continuing

| Message | Solution |
| --- | --- |
| Enter a sales order code | Type the sales order code in the field before clicking "Continue". |
| Sales order SO-1-664 was not found | Make sure the full order code is typed correctly. |
| Refund documents can't be returned again | Enter the code of the original sales order, not the code of the refund document. |
| Only paid sales orders can be returned or exchanged | The order isn't paid. Enter the code of a paid order. |
| Sales order SO-1-657 is cancelled | A cancelled order can't be returned or exchanged. |
| This order has already been completely refunded | Every quantity of the order was returned before, so there's nothing left to return. |
| This order has already been exchanged and can't be edited | It appears when you try to edit the sales order an exchange created, which can't be edited. |
| Return & Exchange needs at least one returned item. To sell new items only, create a new Sales Order. | Keep at least one returned item in the table. |
| All lines were removed. Go back to pick another order to return. | Go back to the "Sales Orders" page and open the order again, or choose another order. |
| Use cash or bank, not both | Enter the amount in "Cash" or in "Bank" only; you can add "On account" with either one. |
| Refund failed. Your amounts were kept — please try again. | Click "Refund" again. If the problem keeps happening, contact technical support. |

## You may wonder

**Can I return part of the order now and the rest later?**

Yes. When you open the order again, only the quantities not yet returned appear, and you can return or exchange them until every quantity of the order has been returned. After that, the order can't be opened for a return or an exchange again.

**Can I reprint the receipt of a past exchange?**

Yes. On the "Sales Orders" page, list by "Exchange", then click the More Details icon “

**⋮**

” next to the exchange you need and choose "Print receipt".