# Sell returns, refunds and exchanges

> Take items back from a sale and settle the return as a refund, store credit, gift card, exchange or credit note, with return reasons and a return policy.

Source: https://docs.smartposhub.com/selling/returns-and-refunds/  
Last updated: 2026-10-30  
Product: SmartPOS Hub (https://smartposhub.com)

A **sell return** takes items back from an earlier sale, puts them back in stock and decides how the customer gets their money's worth: a **refund**, **store credit**, a **gift card**, an **exchange**, or a **credit note** to settle later. This page shows the whole flow and the return policy settings.

> **How to turn it on**
> 1. **Plan:** Returns are included in every plan. Gift card outcomes need gift cards in your plan.
> 2. **Switch:** Sell › Return settings (Use return outcomes, allowed outcomes, window, fees).
> 3. **Permission:** User Management › Roles: sell return access; Manage the return policy and reasons; Override the return policy.
> - **Mobile app:** SmartPOS Business: Sales › open a sale › Return.

## Make a return

1. Find the sale: **Sell › All sales**, then **Actions › Sell Return** on the sale. At the POS, use the return icon in the top bar and type the invoice number.
2. In **Items returned**, enter the **Return Quantity** for each item that came back (leave 0 for the rest). Add a **Discount** on the return if needed. The **Return Total** updates as you type.

   
![Sell Return page for parent sale NY-00280 with the items returned table, return quantity field, discount type and totals](https://docs.smartposhub.com/_astro/sell-return-form.DXtGtuz5.png) (web app page: `/sell-return/add/…`)

3. Under **How does the customer get the value back?**, choose the outcome:

   
![Return outcome options: Refund, Store credit, Gift card, Exchange and Credit note only, with Refund method, Payment account, Reason and Note fields](https://docs.smartposhub.com/_astro/return-outcome-panel.Ch0g8IIL.png) (web app page: `/sell-return/add/…`)

   | Outcome | What happens |
   |---|---|
   | **Refund** | Give the money back now — pick **Refund method** and **Payment account** |
   | **Store credit** | Value added to the customer's balance; it can pay the next sale |
   | **Gift card** | A new gift card is issued for the value (e-mail and expiry optional) |
   | **Exchange** | Items come back, you pick new ones in the POS and the value pays for them |
   | **Credit note only** | Nothing paid now; refund later with **Add payment** |
4. Pick a **Reason** (Wrong size, Damaged or faulty, Changed mind, Not as described, Wrong item) and add a **Note**.
5. Press **Save**. Stock goes back, the return gets its own number (for example *CN2026/0010*) and a credit note can be printed.

**Tip:** Store credit is kept on the customer's account, so pick a named customer on the sale if you plan to give store credit.

## See all returns

**Sell › List Sell Return** shows each return with the parent sale, customer, location, **Outcome**, who processed it and its payment status (**Due** until a refund is paid, **Paid** after).

![List Sell Return with return invoice numbers, parent sales, customers, locations, outcome Credit note only and payment status Due or Paid](https://docs.smartposhub.com/_astro/sell-returns-list.C71pABuA.png) (web app page: `/sell-return`)

To refund a **Credit note only** return later, open it and use **Add payment**. **Reports › Returned items** lists returned products, reasons and outcomes.

## Set your return policy

Open **Sell › Return settings**:

![Return settings: Use return outcomes, allowed outcomes Refund, Store credit, Gift card, Exchange, default outcome, refund methods, return window, restocking fee, gift card and store credit expiry](https://docs.smartposhub.com/_astro/return-settings.D3cDzDyk.png) (web app page: `/returns/settings`)

- **Use return outcomes** — off means a return only makes a credit note.
- **Allowed outcomes** and **Default outcome**; **When new items cost less than the return** (exchange remainder).
- **Refund methods** — empty means every payment method of the location.
- **Return window (days after the sale)** (0 = no limit), **Restocking fee (%)**, **Charge the fee only on refunds**.
- **Gift card expiry (days)**, **Store credit expiry (days)**.
- **Reason required**, **Receipt required**, **Categories that cannot be returned**, **Products that cannot be returned**.

Online orders keep their own rules in **Website › Returns & refunds** — see [Website orders](https://docs.smartposhub.com/online/website-orders/).

## In the SmartPOS Business app

Open the sale, tap **Return**, choose quantities and the outcome, then **Refund**. The return shows what was returned, the summary and **To refund**.

![App return screen with return number, original sale, customer, returned item and the Refund button](https://docs.smartposhub.com/_astro/sell-return.C1IsXGpA.png)

- [Gift cards and store credit](https://docs.smartposhub.com/selling/gift-cards-and-store-credit/)
- [Returns & gift cards module](https://docs.smartposhub.com/modules/returns-and-gift-cards/)

## Frequently asked questions

### How do I start a return?

Find the original sale in Sell › All sales and choose Actions › Sell Return, or use the sell return button in the POS top bar and enter the invoice number. Returns always start from a sale.

### Can I give store credit instead of cash?

Yes. Choose Store credit as the outcome. The value goes to the customer's advance balance and can pay the next sale with Store credit (advance).

### How does an exchange work?

Choose Exchange. The return is saved as store credit and SmartPOS Hub sends you to the POS to pick the new items; pay for them with Store credit, and the customer pays only any difference.

### What is Credit note only?

The return is saved as a credit note without paying anything yet. The amount stays owed to the customer until you refund it later with Add payment.

### Can I stop returns after a number of days?

Yes. Set Return window (days after the sale) in Sell › Return settings. Staff with the override permission can still accept a late return by ticking Override the policy.

### Does the stock come back?

Yes. Returned quantities go back into stock at the sale's location.

### Can returns be done offline?

No. Sales returns need an internet connection; Offline POS and offline app selling do not take returns.