---
title: "Returns"
slug: "returns-1"
updated: 2026-04-28T18:51:54Z
published: 2026-05-24T14:40:47Z
canonical: "help.idibilling.com/returns-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Returns

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]
> **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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-876.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-877.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-878.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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]
> **Note**:
> 
> Additional *Allowed Actions* can be selected at this point as applicable per the starting block configuration.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-879.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

The Summary also shows a breakdown of items and respective charges.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-880.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-881.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

## **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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-882.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-883.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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).

![A screenshot of a payment method Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-payment-method-description-auto-11.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-884.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

> [!NOTE]
> **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]
> **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.

![A screenshot of a refund account Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-refund-account-description-auto-5.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

After clicking **Submit**, you’ll see both the cash and Paymentus tenders.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-885.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

On finalizing you’ll see a summary of the return transaction.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-886.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

## **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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-887.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)

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.

![A screenshot of a computer Description automatically generated](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/a-screenshot-of-a-computer-description-automatica-888.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A57%3A44Z&se=2026-11-14T11%3A57%3A44Z&sr=c&sp=r&sig=JuvaUP%2B0Q43SDcM%2Bl7VH2Vr7c0ocvoNbhM7wdAZf9Jo%3D)