Processing POS refunds and exchanges

ChannelDock POS handles both refunds (money back) and exchanges (return + new sale) against an existing receipt, so stock and accounting stay in sync.

Finding the original sale

1. From the checkout, click Exchange / Return.

2. Search the sale by receipt number, last 4 digits of the card, customer name, or email. You can also scan the barcode printed on the original receipt. 3. Pick the sale to load its lines.

Refund only

1. Tick the lines (and quantities) you want to refund.

2. Optionally enter a reason — Defect, Wrong size, Customer regret…

3. Click Refund.

4. Choose the refund method:

   • Original — sends the refund back to the card via the terminal, or marks cash to be paid out from the drawer.
   • Other — pick a different method (gift card, store credit, bank transfer).

5. Confirm. The refund receipt is printed (or emailed). Stock is added back to the register’s stock location.

Exchange (return + new sale)

If the customer wants a different item, use the exchange flow instead of a separate refund + sale — this keeps both halves on a single ticket and nets the payment correctly.

1. In Exchange / Return, tick the lines being returned.

2. Click Continue as exchange. The basket now shows the returned items as negative lines.

3. Add the new product(s) to the basket as you would on a normal sale.

4. Click Pay. ChannelDock shows the difference:

   • If the new items cost more, the customer pays the difference.
   • If they cost less, the customer is refunded the difference using the method you pick.
   • If the totals match, no payment is needed — just confirm.

5. A single receipt is printed showing both the returned and the new items.

Permissions and limits

• Only users with the POS refunds permission can finalize a refund or exchange.
• A refund can never exceed the amount originally paid on that sale. Partial refunds reduce the remaining refundable amount on the sale.
• Refunds appear in the POS sales overview and on the shift’s Z-report.