Sales Returns

A sales return takes items back from a sale. It puts the stock back and gives the customer a refund or a credit. You always start a return from the original order.

You need the permission menu.sales.returns.access to see Sales → Sales Return.

A return has two steps:

1. Return items: pick each line and the quantity coming back.
2. Complete return: decide on the delivery charge and the refund, then finish.

Start a return

1. Go to Sales and find the order. Search by order number (ORD-004851) or receipt number (2-11-261027-0003).
2. Open More (⋮) → Return. Or open the order and tap Return in Order Details.
3. The Sales Return page opens with the order loaded.

If you open Sales Return from the menu without an order, it says "Open an order from Sales" and "Go to Sales → order actions → Return to start a return".

Step 1: Return items

*Sales Return step 1: order details and items with returned qty/total so far, Return action per line, order and return summaries*

The top card (ORDER DETAILS) shows Order Number, Date and Customer.

The Order Items table shows each line with:

Return one line

1. Tap Return on the line.
2. The return dialog opens for that line.

*Return dialog for one line: quantity (up to the maximum returnable), auto-calculated return total and a reason*

1. Enter the Quantity. The helper text shows Maximum returnable.
2. Return Total is calculated for you (quantity × unit price).
3. Type a Reason.
4. Tap Submit. You see "Item returned successfully".

Repeat for each line that comes back.

Demo. Layla brought back one classic chicken bucket from ORD-004851:

Step 2: Complete return

*Sales Return step 2: order vs return summary, Delivery Charge Refundable toggle, and Has Payment off (no voucher or payment record is created)*

The page shows two summaries side by side:

Then set:

1. Delivery Charge Refundable. Turn it off to keep the delivery charge out of the refund. In the demo it was off.
2. Has Payment. This decides whether money goes back now.

Has Payment off

The app shows: "No Payment Mode: Items will be returned without any payment transaction. No voucher or payment records will be created."

Stock still comes back. Use this when the customer exchanges goods or you settle the balance later.

Has Payment on (refund)

*Sales Return with a refund: payment method, return amount, server-calculated returned total and maximum cash refund*

1. Pick the Payment Method (for example Cash, Card or UPI).
2. Enter the Return Amount.
3. Check the hints under the field:
   • Returned items total: the value of the returned lines.
   • Amounts calculated by server: the figures come from the server.
   • Suggested refund (after pro-rata discount): shown when the order had a discount.
   • Maximum cash refund: the most you can refund.
4. Tap Complete Sales Return. You see "Sales Return Created Successfully".

"You may refund up to the returned items total without applying the discount."

Demo. Has Payment on, CASH, Return Amount 220.00. The return was completed.

The Sales Return Orders list

*Sales Return Orders list: Layla's return of SAR 220.00 is Completed; view and print actions, export and refresh*

Sales → Sales Return opens Sales Return Orders: "View and manage completed return transactions".

• Search by Order or bill number. Tap a number to copy it.
• The view action opens Return Details with Return Items, each Reason, RETURN SUMMARY and FINAL SUMMARY (Total Purchase, Total Return, Net Total).
• The printer icon (Print return bill) prints the return bill.
• Export to Excel downloads the list.

A Pending return has items submitted in step 1 but was not completed in step 2. Open it from the order again to finish it.

In the demo, the list shows Layla's return of SAR 220.00 as Completed.

What the customer's account shows

After a return with a refund, the customer's ledger (Customer Profile → Transactions) shows:

• a sales return credit for the returned value, and
• a refund voucher debit for the money paid back.

Without a payment, only the credit is posted, so the customer's balance goes up by the return value. See Customers.

Printing

• From the return list, the print button prints the Return Bill.
• Printing the original order after a return can print a Sales and Return Bill: the remaining sale lines with the returned lines listed separately.
• Bilingual thermal templates can print the return as a Credit Note with Credit Note No, Credit Note Date and Credit Note Total.

Each of these uses its own document configuration (Return Bill, Sales and Return Bill, Credit Note). See Printing.

How it works

Step 1 on the server

Each Submit calls POST /api/v1/order/sales-return with:

{
  "order_id": 4851,
  "cart_item_id": 91234,
  "quantity": 1,
  "price": 220.00,
  "reason": "Customer changed mind",
  "is_delivery_refundable": false
}

The ids above are examples. The server checks:

• The item belongs to the order.
• The quantity is not more than sold minus already returned.
• The price is not more than the original unit price.

The lines collect on a draft return record until you complete it. The app reads the lines with GET /api/v1/order/list-return-order-items?order_number=.

Step 2 on the server

Complete Sales Return calls POST /api/v1/order/complete-return-order:

{
  "return_order_id": 512,
  "is_delivery_refundable": false,
  "has_payment": true,
  "payment_method": "CASH",
  "paid_amount": 220.00
}

The server then:

1. Refuses to complete the same return twice, or a return with no items.
2. Caps the refund at the maximum cash refund and at the customer's credit balance. If the customer owes more than the return value, the return is set off against what they owe instead of paying cash.
3. Puts the stock back in base units, on the right store and variant row.
4. Reverses the cost of goods sold and writes the accounting entries and a voucher.
5. Refunds the delivery charge only when is_delivery_refundable is true.
6. Returns the refund breakdown, which the app shows and prints.

The list uses GET /api/v1/order/list-return-orders.

Return window

The company prop RETURN_WINDOW_DAYS (default 7) sets how many days packing photos and videos are kept after delivery. It does not block a sales return.

Return or cancel?

Related

• Sales and orders
• Customers
• Transactions and accounts
• Day close and shifts
• Printing
• API: Sales returns
• API: Cart and orders
• API: Transactions, invoices and receipts