# Boutique step 5: sell, exchange sizes and give store credit

> Sell at the boutique till, then handle returns the fashion way, with size exchanges, store credit, gift cards, a return window and non-returnable items.

Source: https://docs.smartposhub.com/business-types/boutique/step-5-sell-exchange-and-store-credit/  
Last updated: 2026-10-30  
Product: SmartPOS Hub (https://smartposhub.com)

Selling clothes is fast; the work is in what comes back. This step covers the boutique till and a clear return policy: exchanges for another size, store credit instead of cash, gift cards, a return window and items that can't be returned.

## Sell at the till

1. Open **Sell › POS** (it opens your default POS version).
2. Pick the customer, or keep **Walk-In Customer**. Pick a named customer if they may need store credit later, or if you give reward points.
3. Scan the tag or tap the product tile. Each size is its own tile with its stock.
4. Take payment with **Cash**, **Card** or **Multiple Pay** (for example part card, part store credit).
5. Print or e-mail the receipt. The receipt is the customer's proof for returns.

Selling basics: [POS overview](https://docs.smartposhub.com/selling/pos-overview/) and [payment methods](https://docs.smartposhub.com/selling/payment-methods/).

## Set your return policy once

> **How to turn it on**
> 1. **Plan:** Return settings: every plan. Gift cards: when your plan includes them.
> 2. **Switch:** Sell › Return settings; Gift cards: Settings › Business Settings › Modules › Gift cards.
> 3. **Permission:** Manage the return policy and reasons; Override the return policy; returns themselves need Access all sell return or Access own sell return.

1. Open **Sell › Return settings** and tick **Use return outcomes**.
2. Tick the **Allowed outcomes**: **Refund**, **Store credit**, **Gift card** (if the module is on) and **Exchange**.
3. Set **Default outcome** (many boutiques use Store credit or Exchange) and **When new items cost less than the return** (for example Store credit).
4. Under **Window, fee and expiry**, set the **Return window (days after the sale)**, an optional **Restocking fee (%)**, and **Store credit expiry (days)** (0 = never).
5. Tick **Receipt required** if you only accept returns with a receipt, and **Reason required** to learn why items come back.
6. Pick **Categories that cannot be returned** (for example lingerie, earrings) and click **Save**.

![Return settings page with Use return outcomes ticked, Refund, Store credit and Exchange allowed, Default outcome Refund, cheaper exchange set to Store credit, return window, restocking fee, gift card and store credit expiry, and lists of categories and products that cannot be returned](https://docs.smartposhub.com/_astro/boutique-return-settings.CT888y_8.png) (web app page: `/returns/settings`)
*Your return policy, applied in the POS, on Sell › Sell return and in the SmartPOS Business app.*

Online returns have their own rules in **Website › Returns & refunds › Policy**.

## Exchange a size

1. Find the sale in **Sell › All sales** (or **Recent Transactions** in the POS) and choose **Sell Return**.
2. Enter **Return Quantity** for the item that comes back and pick a reason such as Wrong size.
3. Choose **Exchange** as the outcome and save. The value goes on the customer's store credit and the item goes back into stock.
4. In the POS, add the new size for the same customer and pay with **Store credit**. Any difference is paid as usual.

![Sell Return page for invoice AB-03898 with parent sale details, and items Gold-Tone Statement Earrings and Floral Chiffon Maxi – Blush – Size XL with a Return Quantity box each](https://docs.smartposhub.com/_astro/boutique-sell-return-form.WawPmJH5.png) (web app page: `/sell-return/add/{id}`)
*Enter how many of each item came back. Totals update as you type.*

**Caution:** 
Store credit and exchanges need a named customer. If the original sale was to Walk-In Customer, add the customer before you choose the outcome, or issue a gift card.

## Gift cards

With **Gift cards** switched on, sell cards in **Sell › Gift cards › Sell gift card**, give a gift card as a return outcome, and accept cards at the POS payment with **Check** to see the balance. Steps: [Gift cards and store credit](https://docs.smartposhub.com/selling/gift-cards-and-store-credit/).

## Check what comes back

**Reports › Returned items** groups returns by **Product**, **Reason** or **Outcome**. If one dress keeps coming back as Wrong size, check its size chart ([step 3](https://docs.smartposhub.com/business-types/boutique/step-3-size-charts/)).

Next: [step 6: seasonal discounts](https://docs.smartposhub.com/business-types/boutique/step-6-seasonal-discounts/).

  - [Returns and refunds](https://docs.smartposhub.com/selling/returns-and-refunds/)
  - [Returns & gift cards module](https://docs.smartposhub.com/modules/returns-and-gift-cards/)
  - [Reward points](https://docs.smartposhub.com/customers/reward-points/)

## Frequently asked questions

### A customer wants a different size. How do I exchange it?

Take a return of the original item with the outcome Exchange. Its value becomes store credit. Add the new size in the POS and pay with Store credit. If the new item costs more, the customer pays the difference.

### What if the new item is cheaper than the returned one?

The setting When new items cost less than the return decides. With Store credit, the rest stays on the customer's balance for next time.

### Can I refuse returns after 14 days?

Yes. Set Return window (days after the sale) to 14 in Sell › Return settings. A manager with the Override the return policy permission can still accept a late return.

### Can I stop returns of underwear or sale items?

Yes. Pick them under Categories that cannot be returned or Products that cannot be returned.

### Does store credit expire?

Only if you set Store credit expiry (days). 0 means it never expires.

### Can a walk-in customer get store credit?

No. Store credit sits on a customer record, so select or add the customer first. Give a gift card instead if they don't want to register.

### Can I sell gift cards?

Yes, if your plan includes Gift cards and you switch the module on. Sell them in Sell › Gift cards and accept them as payment in the POS.