Returns can be initiated using a starting block configured for this purpose, or during assembly phase of an existing transaction. In either case:
You’ll be required to provide a Return Reason and Inventory Status. These can be predefined on the starting block or provided on the New Transaction Basic Information page.
When selected items are added to the order, the details pane shows amount to be refunded
Access to return item functionality is restricted by the Return Item permission in Security.
Note:
Paymentus supports returning items tendered through Paymentus. An example is provided following this general return walk-through.
Using a Return Item StartingBlock
Selecting a starting block with the Return Item starting action displays the New Transaction page. When initiated from Customer Care, the account is provided. When initiated from Orders, use the New Transaction page to select an account. Once the customer is specified, the New Transaction page displays a Return Items section below the Basic Information.
All returnable retail items on the account are available for selection. Items are configured as returnable (or not) in IDI Desktop Client Product Catalog.
The list includes already returned items. This status is indicated in the Previously Returned column. However, these items cannot be selected.
You can select items whose return window has expired (with override permission).
The following is indicated for each item:
SKU & Description
Receipt Number
Original Quantity
How many have previously been returned
Service where the item was added (if applicable)
Transaction date (when the item was added)
You can use the search section to present a tailored list of returnable items based on the specified search criteria. The following search criteria are supported:
Date the Transaction was finalized/submitted (and/or completed)
Receipt Number
Product Catalog Item’s SKU
Product Catalog Item’s Description
Select the item or items to be returned and provide the Return Reason and Inventory Status.
Items selected for return are evaluated against the register policy rules for returns based on the transaction’s location (either the location the user is assigned to or the location configured on the starting block). If any items violate a rule, those items (exceptions) are presented in a dialog with options to override the register policy. Typically, these options are available to any user authorized to return items. You can restrict the ability to use these options on a user group basis through Order Field Configuration. When restricted, the options are visible to all users; however, they’re disabled for users in the specified group(s).
The example below shows a case where the location’s register policy does not permit returns that exceed a specified number of days. The dialog lists the exceptions found and lets you choose to allow a manager to override the policy and return the items with a refund, return the items with no refund, or continue the order but not include the exception items.
After handling exceptions (if any) and saving your selections, the order proceeds through the Detail, Summary and Submit Order pages. At each step you can review the items to be returned and their respective charges.
The Details page lets you edit and/or remove items.
Note:
Additional Allowed Actions can be selected at this point as applicable per the starting block configuration.
The Summary also shows a breakdown of items and respective charges.
On proceeding to checkout, the finalize page is displayed. From here, you can either finalize the return as is or add more tendering specifications (+NEW). You can also generate a receipt or direct invoice; however, email functions are not supported.
Paymentus ReturnExample
This shows a return of an item partially tendered through Paymentus where the refund totals $15.00 and requires two tenders – one to cover a transaction paid with cash, and one to cover a $10.00 charge tendered through Paymentus.
Click + New to add a tender. Click Add to add the Cash tender. Below shows adding a Cash tender with the amount adjusted down to $5.00 to reflect the charge for the item that was paid for with cash.
Then click +New again to add a Paymentus tender type for the refund due on other transaction. When you select the Paymentus tender type, the Payment Method selector provides just one option: Refund Tenders From a Previous Transaction. Note that the amount reflects the remaining amount to be refunded for this return ($10.00).
Clicking Add here displays a form listing the Paymentus tenders for the items you chose to return. You’ll see a row for each payment method and/or receipt. Each row shows the transaction’s receipt number, date, the Paymentus account (or device), and the total amount tendered for the payment method or receipt. This may or may not reflect the amount being refunded, depending on the items you chose to return.
Note:
If there are multiple rows listed (not the case above) you are only permitted to select one so the full refund must be processed in one tender. Select the row and then click Refund. This displays a form indicating amount to be refunded for this tender.
Note:
The form also presents a warning indicating the refund amount will be final if you continue by clicking Submit. This is because the IDI platform is communicating with Paymentus in real time. This differs from non-Paymentus returns where the return is not finalized until you finalize the transaction.
After clicking Submit, you’ll see both the cash and Paymentus tenders.
On finalizing you’ll see a summary of the return transaction.
Using Modify Item to Return an Item DuringAssembly
In the assembly phase of a transaction that was not necessarily initiated as a return, when you click the Modify Item icon, the Action drop-down menu provides a new Return action if a location and register have been specified.
Selecting the Return action begins the process to search for and select available items to be returned. It displays the return items grid, from which point you proceed as previously described.
