Creating a Return Order

A return order is created when a customer brings back delivered items. The app opens a dedicated return cart where you select which lines to return, set quantities, optionally add exchange items, and choose how the refund is processed. Returns can be started from the standalone Return section on the home screen, or directly from an order's detail page.

Starting a return from the Returns section

The Return section on the home screen is the primary way to process in-store returns. It shows a list of recent delivered orders and lets you search for any order.

1. Tap Return on the home screen.
2. The return search screen opens, showing the 10 most recent delivered orders.
3. To find a specific order, type an order number or scan a receipt barcode in the search field (Enter order number or scan receipt). Results update as you type.
4. Tap the order in the list. The return cart opens for that order.

Starting a return from the order detail page

You can also open the return cart from within an order:

• Tap the return icon (↩) in the top-right toolbar of the order detail page. This opens the return cart for the full order with no lines pre-selected.
• To pre-select specific lines, tap the first line you want to return and choose Select order line from the context menu. Select additional lines by tapping them. Then tap the edit icon (pencil) in the selection action bar and choose Return order lines. The return cart opens with those lines already ticked.

Selecting items to return

The return cart has two panels. On larger screens they appear side by side; on smaller screens they are split into Select Items and Cart tabs.

The left panel (or Select Items tab) lists all lines that have returnable quantity:

1. Tap a line to select it. A tick appears and the line is highlighted. The quantity defaults to the full available return quantity.
2. Use the − and + buttons next to the quantity to adjust how many units to return. The maximum is the delivered quantity minus any previously returned units.
3. Tap a ticked line again to deselect it.

[Screenshot: The return cart with three order lines. One line is ticked and highlighted in orange, showing a quantity stepper with −/1/+ controls. The other lines show "max 2" in grey. The barcode scanner icon is visible in the top-right corner.]

Scanning barcodes to select items

Tap the barcode scanner icon in the header to activate the camera scanner. A viewfinder appears above the order lines list. Scan the barcode on the product:

• If the barcode matches a line in the order, the return quantity for that line is incremented by one.
• Scanning the same code repeatedly increments the quantity each time (with a short cooldown to prevent duplicate reads).
• If the barcode is not found in the order, a warning appears.

Tap the scanner icon again to close the scanner.

The return cart

The right panel (or Cart tab) shows the items you have selected, grouped into two sections:

• Returns — lines being returned (amounts shown as negatives in red). If the original line had a discount applied, the original and discounted amounts are both shown, with the original struck through.
• New items — exchange items you have added (amounts shown as positives in green).

Return type, reason, and comment

Once at least one return line is selected, three fields appear below the line cards:

Refund method

By default, the refund goes back to the original payment method. If your tenant has a gift card provider configured, a refund method selector appears below the return fields:

When Issue credit note is selected:

• The payment info and online credit options are hidden — they do not apply.
• The confirmation dialog shows the expected expiry date of the credit note (based on your tenant's gift card validity setting).
• After the return is processed, a dialog displays the credit note code prominently. Tap the code to copy it to the clipboard and give it to the customer — they can use it on a future purchase.

Original payment

A card labelled Original payment shows how the order was originally paid — the payment method name (e.g. Visa, cash), the masked card number if applicable, and the amount. This section is hidden when Issue credit note is selected as the refund method.

Online order credit options

For orders placed online (not in-store POS orders), an additional Credit section appears:

Adding exchange items

To process a return and a new sale in a single transaction, tap Add new item in the summary card. A product search screen opens. Tap a product to add it to the New items section.

Tap any exchange item to open a quick-edit menu where you can:

• Adjust the quantity using the stepper.
• Apply a discount (by percentage or fixed amount).
• Open the full line editor.
• Remove the item.

The summary card shows separate subtotals for Returns, New items, and Return shipping when more than one section is populated, followed by the net Total.

[Screenshot: The return cart with one item in the Returns section (−NOK 299.00 in red) and one in the New items section (+NOK 499.00 in green). The summary card shows both subtotals and a net Total of +NOK 200.00. The "Add new item" and "Complete exchange" buttons are visible at the bottom.]

Completing the return

Tap Complete return (or Complete exchange when exchange items are present) in the summary card footer. The button is disabled until:

• At least one return line has a quantity greater than zero.
• A return type is selected (when return types are configured).

How the refund is processed depends on the original payment method:

• Terminal payment — the app navigates to the terminal payment screen to process the refund (or charge, for a net-positive exchange). The terminal must approve the transaction before the return order is created.
• Cash payment — the return order is created immediately. Hand the cash refund to the customer directly.
• Online payment — the return order is created. If Credit Payment is enabled, a credit instruction is sent to the payment provider separately.
• Zero-sum exchange (return value equals new items value) — no terminal transaction is needed; the return order is created directly.

On success, a confirmation message appears and the return cart closes. The return order is linked to the original order and visible in the order list.

Return without receipt

If the customer does not have a receipt or order number, tap Return without receipt at the bottom of the Returns search screen. This opens a separate return cart where you build the return by scanning or searching for products rather than selecting from an existing order.

1. Tap the barcode scanner icon or the search icon to add items.
   • Scanning a barcode looks up the product automatically. If multiple variants match, a picker appears.
   • Searching opens the product catalogue — tap a product to add it.
2. Use the − and + buttons to adjust quantities. Tap × to remove a line.
3. In the summary card, select the refund method:
   • Terminal — processes the refund via the payment terminal.
   • Cash — records the return without a terminal transaction.
   • Credit note (Tilgodelapp) — issues a store credit note instead of returning money. This option is only shown when your tenant has a gift card provider configured.
4. Tap Complete return.

[Screenshot: The return without receipt screen with two scanned items in the list, quantity steppers, and the summary card at the bottom showing the Terminal and Cash payment method chips and the Complete return button.]

Pending returns

If you exit the Returns section after a terminal-approved return failed to save, the app stores the pending return and shows a warning banner at the top of the Returns search screen the next time you open it. Tap the banner to re-submit the pending return.

When a return cannot be completed

Related pages

• Cancelling Order Lines
• Creating a Replacement Order
• Order Status and Workflow
• Order Detail Overview