Returns and refunds
How to take a return at the till and refund the customer – in full or in part – to the same payment method they used. The till prints a return receipt.
When a customer brings back an item bought at the till, you register the return at the till. You find the original sale, choose which items and how many are coming back, and confirm. The till then creates a new, separate return transaction and prints a returkvittering (return receipt). The original sale is never changed.
Before you start
- You need the permission «Refundere salg i kassen (kontant og retur til kort)» (Refund sales at the till – cash and back to card). The Kasserer (Cashier) role has it by default, and the owner always has access. Without it you see the message «Du har ikke tilgang til å refundere salg.» (You do not have access to refund sales.)
- The till must be open (a shift must be running).
- Have the customer's receipt to hand – either the receipt number or the QR code at the bottom of the receipt.
How to do it
- Tap «Finn ordre» (Find order) at the bottom of the cart.
- Type the receipt number in the field «Kvitteringsnr. eller ordre ref.» (Receipt no. or order ref.) and tap «Søk» (Search). You can also tap the camera button and scan the QR code on the receipt, or scan it with the barcode scanner.
- The sale is shown as a summary with date, till, payment method and item lines. Check that it is the right sale, then tap «Refunder» (Refund).
- Every item that can still be returned is preselected at its full quantity. Use − and + (or tap the number) to set how many of each item are coming back. Items already returned are marked «Allerede refundert» (Already refunded).
- Check the amount under «Å refundere» (To refund).
- Type a short reason in the «Begrunnelse» (Reason) field, for example «Kunde endret mening» (Customer changed their mind). A reason is required.
- See where the money goes under «Refunderes til» (Refunded to), or pick under «Refunder til» (Refund to) if you have a choice (see below).
- Tap «Bekreft refusjon» (Confirm refund). The return receipt is shown on screen and printed on the till's printer (when automatic printing is on).
Where does the money go?
A return is paid back to the same payment method the customer used. The only exception is card: a card sale can also be refunded in cash.
| Original payment | Refunded to |
|---|---|
| Cash | Cash |
| Card on an integrated payment terminal | The same card, automatically – the customer does not need to present the card. You can also choose cash. |
| Card on a standalone terminal | Recorded as card at the till. You carry out the actual refund on the terminal. You can also choose cash. |
| Vipps | Vipps, automatically |
| Gift card | The amount is put back on the gift card |
If the sale was part-paid with a gift card, the gift-card share is put back on the gift card first and the rest goes to the other payment method.
Receipt and signature
After a return the till prints a return receipt headed «Returkvittering».
- The web till prints two copies: one for the customer and one the shop keeps. The shop's copy has lines for the customer's signature and phone number.
- The till app (Kasse-appen) on Android lets the customer sign on screen and optionally enter a phone number. Only one copy is then printed, for the customer, because the shop holds the signature electronically. The customer can also skip signing – both paper copies are then printed as usual.
Good to know
- Partial returns: You can return some of the items, or fewer than the quantity bought. The rest can be returned later. The till keeps track of what is left.
- Discounted items: If the sale had a discount, the refund is calculated from the discounted price the customer actually paid. The line is marked «RABATTERT» (Discounted).
- Receipt numbers belong to this till: When you type a receipt number, the till only searches sales on the till you are using. If the customer has a receipt from another till, scan the QR code on the receipt instead – the till then finds the sale whichever till it came from.
- Other days and shifts: You can return a sale from an earlier day or another shift.
- Gift cards sold: Returning a gift card you sold makes the card invalid. This only works if the gift card has not been used.
- Bookings: Returning a booking cancels the booking.
- What the till refuses: You cannot return a return, a sale made in training mode, or more than is left of an item. If the sale has already been returned in full, the till tells you.
- Not from the back office: A till sale can only be returned at the till. In the back office the refund buttons are hidden for such orders, so a return receipt is always produced.
- Bought in the webshop? See Web orders at the till.
Frequently asked questions
The customer has lost the receipt. What do I do?
If you know roughly when the sale took place, you can find it under «Mer» (More) → «Historikk» (History) – this covers the current shift – and read off the receipt number there. Otherwise you need to find the receipt number another way before you can register the return.
Can I give cash back for a Vipps purchase?
No. Only card sales can be refunded in cash. All other payment methods go back to the same payment method.
Is the return included in the end-of-day report?
Yes. The return appears on the X- and Z-reports for the till where you registered it.
See also End of day and the Z-report – closing the till How to close the till for the day, count the cash and create the Z-report – and what happens if the end-of-day settlement is forgotten.