ShopMazHow to handle customer returns without hurting your records
A return is not a mistake to hide. It is an event your records must show, or your stock and profit will drift away from reality.
Write a simple return policy
Decide what you accept (unopened, with receipt, within a number of days) and what you do not (food, opened hygiene items, special orders). Tell customers at the counter. Clear rules avoid arguments and protect your margin.
Check the item first
Look for damage, missing parts and expiry. Return a sealed, sellable item to stock. Record damaged or expired items as a loss so they do not hide in your stock count.
Refund the way the customer paid
- Cash sale: return cash or offer an exchange.
- Wallet or card sale: refund to the same account where possible.
- Credit sale: reduce the customer's balance instead of giving cash.
Record it in the app
Do not edit the old sale and do not just add the quantity back by hand. Use the return flow, which puts stock back, adjusts the sale and, for credit sales, the ledger, in one step.
Control who can process returns
Returns are a classic place for staff mistakes and theft. Give the return permission only to trusted people and review returns weekly.
- Open Business tools → Returns and record the return.
- For staff with their own login, the return permission is a separate tick-box under Staff & Team.
Common questions
Can I return an item from an old sale?
Yes, as long as the sale is still in your records. Find the sale and record the return against it so reports stay accurate.