# Item returns - refund and exchange at POS Source: https://support.storeconnect.com/articles/returns-refund-exchange-at-pos · Last modified 21 August 2026 Staff will need to adhere to the policy of your business when it comes to exchanges and refunds. This topic explains how to do both. The same process applies to an order placed on the web storefront: order lookup at POS is not restricted by the channel or location that created the order, so a customer can return an online order in store. This is known by the industry term BORIS (Buy Online, Return In Store). See [Omnichannel fulfillment models](omnichannel-fulfillment-models) for how this compares to other fulfillment models. ## Process a return ### Select the items for return 1. Find the order at the POS register. If the customer has returned the item with a receipt, you will have transaction details you can look up. 2. Open the order. 3. Select **Order actions**, then **Return or exchange items**. A list of the order's items appears. 4. Select the item or items being returned. ![Items selected for return at POS](https://res.cloudinary.com/hzkr6fi81/image/upload/v1767911131/knowledge/pos/SelectReturnitems_dhyf9o.png) 5. Select **Return \[n\] items**. The items being returned appear in the cart. 6. Follow the relevant procedure below to exchange or refund. ### Process an exchange 1. Add the new item, the one being exchanged for, to the cart. 2. Select **Process order**. 3. If the exchange is the same price, select **Process order** to complete the transaction. Print the receipt for the customer. 4. If there is a price discrepancy and the customer needs to pay difference: 1. Select **Process order** and receive the payment as you normally would to complete the transaction. 2. Issue a new receipt. 5. If there is a price discrepancy and the customer is owed a partial refund, follow the procedure below. ### Process a refund 1. In the cart, select **Refund \[$amount\]**. 2. Depending how your store outlet is set up, there might be several options for refund. Only payment methods that are currently enabled in your POS configuration appear as refund options. If an expected method is not listed, it may have been disabled — check with your store administrator. 1. **Cash** - Enter the cash amount and then select **Process refund**. Provide the cash when the drawer opens. 2. **Credit card** - Enter a refund into the EFT machine using the customer's credit card. Enter the amount and reference number, then select **Process refund**. ![Refund at POS details](https://res.cloudinary.com/hzkr6fi81/image/upload/v1767912687/knowledge/pos/ProcessRefundatPOS_szqva4.png) 3. **Pay on Account** - Available only when the original transaction included a Pay on Account payment. The refund is credited back to the customer's account. Enter the amount to refund (up to the original Pay on Account payment amount) and select **Process refund**. The original purchase order number is shown for reference. You can combine a partial Pay on Account refund with another method (such as cash) if the original payment was split. 3. Print and issue the receipt. ## Returns on deposit orders Orders where only a deposit has been collected (incomplete orders) can also be returned at POS, provided at least one payment has been made. The return process is the same as for fully paid orders. 1. Find the deposit order using order history or the customer's order lookup. 2. Open the order and select **Order actions > Return or exchange items**. 3. Select the items to return and proceed as normal. If all returnable items on a deposit order have been fully refunded, the **Make payment** button is hidden — there is nothing left to collect. :::note If a return is processed on a deposit order and the order is then updated in Salesforce (for example, items are added or modified), the POS will reflect those changes on the next sync. ::: ## Issue a voucher If your policy allows, you might provide a voucher for the customer instead of cash or a refund. If so, treat the transaction as an exchange and add the voucher as the exchange item in the cart. ## Issue store credit Store credit can only be issued to customers who have an account with your store. Check with your store outlet manager for details. ## Inventory impact of a return Processing a return at POS does not automatically add the returned item back into available stock. Returning an item only records the return against the order — the related **Stock Level** record's **Available to Sell** quantity is unaffected. If a returned item is in resellable condition and you want it back in available stock, increase **Available to Sell** on the item's **Stock Level** record manually in Salesforce, or set up a Salesforce Flow (attached to a Quick Action on the **Order**, for example) that prompts staff to confirm whether the item is resellable and updates the stock level accordingly. There is no built-in setting that does this automatically. --- ## Follow StoreConnect - [Email Newsletter](https://getstoreconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://getstoreconnect.com/partners) - [News](https://getstoreconnect.com/articles/news) - [Events](https://getstoreconnect.com/articles/events) - [Feature Comparison](https://getstoreconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://getstoreconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS --- StoreConnect Support — https://support.storeconnect.com/articles/returns-refund-exchange-at-pos