Refunding an amount from a customer's balance to cash/card

Refunding an amount from a customer's balance to cash/card

For help refunding a cash sale, click HERE instead. For help refunding an invoice to a customer's account, click HERE .
If an account customer is in credit in Retailer and wants the balance refunded to cash or credit, there is no direct way to process this type of transaction. Where possible, we recommend avoiding this situation altogether - consider offering a gift voucher for the value of the account, or simply holding onto the credit balance to be used for future purchases.

If it cannot be avoided, you will need to follow the below steps to refund a customer's account balance:
  1. Create a new stock item, named CUSTOMER ACCOUNT REFUND or similar.
    1. Use [Alt] + [G] to generate a new barcode.
    2. You may wish to create a separate department for this item, or use the 'Customer Payments' department.
    3. Make sure to leave all prices at $0.00. The rest of the options can be skipped over.
    You can also use a generic item in your system if you have one for miscellaneous sales. Just make sure it has cost and sell prices at $0.           
  2. Make a balance adjustment on the customer account to change their account balance (reset to $0 if need). Make note of the amount adjusted.
  3. In the point of sale screen, enter a quantity of -1, then press enter and choose the stock item created in step 1.
    1. Enter a price equal to the amount that was adjusted earlier. 
    2. Hit Subtotal and select the paytype used for the refund (Cash, EFTPOS etc.).
For help performing a balance adjustment, click HERE .

If your Retailer is setup with accounting link exports to Xero or MYOB, there are some things to speak to your book-keeper / accountant about:
  1. The Balance Adjustment account will record the amount adjusted and this may need to be balanced against the amount in your refund transaction.
    For more information on where this Balance Adjustment account was setup, click HERE .
    This is separate to the Trade Debtors account which will adjust correctly and shouldn't need manual adjustments.
  2. The Takings for the payment type chosen will be lower, and this should be correct as you gave a refund.
    The refund will record the item returned, so the Department of the item will be lower in sales total for the day by the amount. This may need to be balanced against the Balance Adjustment account mentioned above.

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