Take returns at the counter

Returns give goods and money back, so they require the POS return/refund permission. Cashiers can search and reprint sales but cannot open the return flow unless their role is granted that capability.

Return a sale made at this shop

1. Open Returns or find the order from Sales.
2. Search by order reference, receipt number, customer name, mobile, or email.
3. Open the order and select Return items.
4. Choose only eligible items and quantities. StoreMink explains final-sale and expired-window lines instead of allowing them to be selected.
5. Choose the return reason when required and mark damaged units as Do not restock.
6. Review the policy deductions and the original refund destination.
7. Select Refund, or Exchange when exchanges are enabled, then verify the order mobile by OTP.

StoreMink calculates the refundable amount from the saved sale, including that line's share of order discounts and tax. It never trusts a refund total sent by the browser and never refunds more units or money than remain.

Return an online order in store

Turn on Accept returns, enable Accept online returns in your shops, and give this location the Accept returns capability. These additional gates apply to every website order, including one collected from this same shop. The manager can search by its order reference or attached customer contact; it appears as Bought elsewhere so the source is clear.

Choose the correct refund route

• Cash returns to cash and reduces the current drawer's expected cash.
• Card terminal and UPI / QR payments are recorded back to the same external method.
• Razorpay returns through the original gateway; the till never offers cash for it.
• Store credit returns to the attached customer's balance.
• A split payment is refunded across its original tenders in proportion to what each one settled. The cashier cannot convert a card or credit leg into cash.
• Only a legacy order with no usable tender record asks the manager to choose a supported counter refund method.

Choose where stock returns

A counter return restocks at the shop that physically received the goods, not automatically at the shop that sold them or the default location. Damaged/no-restock units do not increase sellable stock.

If the gateway refund cannot be confirmed

The physical return remains recorded because the shop already has the goods. The screen warns the operator that the owner must complete or reconcile the refund from the dashboard. Do not hand out cash for a card-not-present payment.

Partial and repeated returns

A partial return leaves the original sale completed for the items the customer kept. StoreMink locks and re-checks the order so two tills cannot both refund the same remaining unit.

Verify the customer before completing a return

After choosing items, restock decisions and the refund method, select the final refund action. StoreMink sends a six-digit OTP to the mobile saved on that order. Entering the sixth digit verifies automatically and submits the prepared return; you do not need to select Refund again.

A wrong, expired or cancelled code leaves the prepared return on screen and does not move stock or money. Use Resend code for a fresh code. If the order has no valid mobile, too many attempts were made, or phone verification is unavailable, the return cannot be completed at the till.

Apply the store return policy

The store-wide Accept returns switch governs counter returns of orders this till did not sell, and it turns on the return policy below. A sale rung at this same register stays returnable here even while the switch is off, exactly as it was before the switch existed — with no window, no required reason, no restocking fee and no exchange until you turn returns on. Product-level Final sale, the product or store return window, required reason, merchant-fault fee waiver, and restocking-fee percentage are rechecked by the server. A merchant-fault reason such as damaged, defective, wrong item or not as described waives the restocking deduction. Returning at a shop never adds return-postage fees.

Exchange at the counter

When Offer exchanges is enabled, select Exchange before OTP. StoreMink records the return and its original-method refund first, then opens Sell with the same customer attached and locked. Add any replacement product and take payment through the normal tender flow. The return links to the replacement order, so the old sale, money returned and new sale remain auditable. If the replacement is abandoned, the completed return and refund remain valid; open Sell again only when the customer still wants a replacement.