This keeps your reports consistent while giving customers a smooth return or exchange experience.
This guide covers how to locate transactions, process refunds, handle exchanges, and understand how the system updates reports and inventory.
Table of Contents
Step 1: Locate the Original Transaction
From the POS dashboard, go to Order Management or Transaction History.
Search by:
Receipt number
Customer name (if attached)
Employee/Cashier name
Transaction date or time range
Click View to open the order details.
Step 2: Process a Refund
In the order details, click Refund.
Enter Manager's PIN
Select the item(s) being refunded.
Choose whether to refund the full quantity or a partial quantity.
Select the refund method (Cash, Card, or Store Credit).
⚠️ For card refunds, ensure your payment terminal supports reversals.
Store Credit refunds create a customer balance for future use.
Confirm and process the refund.
System Notes:
Inventory is restocked for refunded items (if returnable flag is enabled).
Sales reports show refunds as negative sales, ensuring accurate totals.
Step 3: Process an Exchange
Open the order in Transaction History.
Click Return and Exchange.
Select the item(s) being returned.
Add the replacement item(s) to the order.
Handle price differences:
If the new item costs more, the POS prompts to collect extra payment.
If the new item costs less, you may issue a partial refund or apply store credit.
Confirm the exchange by clicking Accept.
System Notes:
Returned items are added back into inventory.
New items reduce stock like a normal sale.
All actions remain linked under the original transaction ID for audit accuracy.
System Behavior and Reporting
Refunds: Appear as negative sales in reports, reducing net totals.
Exchanges: Keep original sales linked, showing returns and replacements under the same transaction.
Inventory: Automatically updates to reflect returned and exchanged items.
Receipts: Updated receipts can be printed or emailed to customers.
Best Practices
✅ Confirm with customers whether they want a refund or exchange before starting.
✅ Align POS refund method with your payment processor’s rules (card, cash, store credit).
✅ Review Refund/Exchange Reports regularly to detect patterns or misuse.
✅ Train staff on partial refunds and partial exchanges for multi-item orders.
✅ Always provide an updated receipt for customer records.
❓ Frequently Asked Questions (FAQ)
1. Can I refund only part of an item’s quantity?
Yes. You can refund the entire quantity or just part of it. Inventory and reports update automatically.
2. What happens if the exchanged item is cheaper than the original?
The system will prompt you to issue a partial refund or apply store credit for the difference.
3. What happens if the exchanged item is more expensive?
The POS will require the customer to pay the price difference.
4. Does the system update inventory during refunds and exchanges?
✅ Yes. Refunded items return to inventory; exchanged items reduce stock like a new sale.
5. Do refunds and exchanges affect sales reports?
Yes. Refunds appear as negative sales, while exchanges keep the original sale linked with clear records of returns and replacements.
6. Can I reprint or email a receipt after processing?
Yes. Updated receipts can be printed or emailed after refunds or exchanges.
7. Are card refunds instant?
This depends on the payment provider. Some banks refund instantly, others may take 3–5 business days.
8. Can I restrict which staff members process refunds?
Yes. Admins can configure user roles and permissions in settings to control who can issue refunds/exchanges.
✅ By following these steps, you can manage refunds and exchanges in Dizlog POS with confidence — keeping customers satisfied while maintaining accurate sales, payment, and inventory records.