How to refund or exchange an item in UpeoRetail

UpeoRetail handles a return in one screen. You find the original sale, mark what is coming back, then either give the money back or swap the goods for something else. What you are allowed to refund depends on your role, how old the sale is, and how much is involved.

Before you start

• You need the original receipt number, or the customer's name.
• Your role must allow refunds. If it does not, UpeoRetail says: Your role grants no refund authority.
• Check your shop's rules on how old a sale can be and still be refunded.

Steps

1. Open Refunds

From the Shop menu choose Refunds, then press New refund.

2. Find the original sale

Use the search box, which reads Search by receipt number, customer or invoice…

Pick the sale from the results. You will see the items, with Sold, Qty, Rate and anything Already refunded.

3. Choose what is coming back

Set Refund qty on each line the customer is returning.

If they are returning the whole lot, press Return everything.

4. Say why

Fill in Reason (optional). The box suggests e.g. Damaged item, wrong size.

Write it even though it is optional. It is what tells the owner whether a supplier is sending bad stock.

5. Give money back, or exchange

For a plain refund, choose the Refund method. This is how the customer gets their money, and it should normally match how they paid.

For an exchange, add what the customer is taking instead under Replacement items (going out). The box reads Search item to give in exchange…

The screen then shows two columns, Coming back and Going out, so you can see the swap.

6. Settle the difference

If the exchange is not an even swap, choose how to settle it under Settle the difference by.

• The customer owes more - take the extra as a payment.
• You owe the customer - give it back, or issue a Credit note they can spend later.

7. Confirm

Complete the refund. It now appears under History, showing the Original invoice and who Processed by.

What good looks like

• The returned item is back in stock.
• The customer has their money, their replacement, or a credit note.
• The refund shows in History against the original sale.
• If cash went out, it shows on your shift as Cash refunded out.

If something goes wrong

Your role grants no refund authority. You cannot process refunds. Get a supervisor.

This invoice is {0} days old; your refund window is {1} days. The sale is older than your role allows. A supervisor with a longer window, or a principal, can still do it.

Refund of {0} exceeds your ceiling of {1}. The amount is above what your role can refund on its own. Someone more senior must handle it.

Refund of {0} is above {1} and needs Principal approval. Large refunds go to the principal. The refund waits until they approve.

This invoice has already been fully returned. Everything on that sale has come back already. Check History.

Refunds are blocked entirely. Someone has put a refund lock on. This is absolute and cannot be approved around, even by a principal. It has to be released by whoever set it.