Chapter 7. Returns
Prism 1.14.7 User's Guide Chapter 7. Returns PDF
Prism 2.3 User's Guide Chapter 7. Returns PDF
About Returning Items
Prism enables you to easily handle item returns from customers in a secure manner.
There are two ways to return an item, depending on whether you want to link the return to the original sale transaction.
- Link return to original sale: This method requires you to search for the original sale transaction. After finding the original sale transaction, select the items and quantities from the original sale to be returned. This is the preferred method.
- Do not link return to original sale: Using this method, you don't have to search for the original sale. This method requires you to first list an item and then set the Item Type to "Return" and select the option to return without searching for the original sale.
Security permissions control the ability of users to perform each method of item return (linked or unlinked to original sale) and preferences allow you to customize the workflow for returns.
Preferences Related to Returns
| Preference | Description |
|---|---|
| Require Customer for Returns | (Node Preferences > Transactions > General) If selected, a customer must be entered on a transaction to complete an item return. If not selected, the return can be completed without entering a customer. |
| Apply original transaction discount to return items | (Node Preferences > Transactions > General) If selected, if the original transaction had a transaction discount applied, the transaction discount is also applied to the return items. |
| Set Give Tender to Last Take Tender if allowed | (Node Preferences > Transactions > Tenders > Requirements) This preference gives retailers greater flexibility in situations like the following: Associates use mobile devices for sales and the Default Give and Take tenders for are set to credit card. However, some sales use non-default tenders (e.g., Cash). too. If the "Set give tender to last take tender if allowed" preference is enabled and a return is made against a non-default tender, the Take tender will be entered as the Give tender. This saves the Associate from having to select the Give tender (which the Associate may forget to do and thus use the wrong tender). Previously in that situation, Prism would use the default Give tender configured in preferences. Note: An exception is if the non-default Tender type is not enabled for 'Give'. In that case, the default ‘Give' tender configured in preferences is used. |
| Restrict return tenders to original sale tenders | The "Restrict Return Tenders to original Sale Tenders" preference, when enabled, restricts both the tender types and amounts on item returns to what was taken on the original sale. This setting gives retailers greater control over returns and aligns with what customers typically want (to be refunded in the same tender as the original sale) and can be configured at the Subsidiary and Store level. Sample Node Preferences > Transactions > General page with "Restrict return tenders to original tenders" preference: Notes
|
| Always allow store credit tender for returns | This preference is a child preference to "Restrict return tenders to original sale tenders." If enabled, store credit is always allowed as a return tender (Give). If disabled, return tenders are restricted to original sale tenders. |
Permissions Related to Returns
Permissions related to returns are included in the "POS" area of the permissions list.
| Permission | Description |
|---|---|
| POS - Allow other Tenders on Returns | Allow group members to give returns in a different return than the tender taken on the sale. |
| Return Item | Allow group members to return items by linking the return to the original receipt. |
| Return Item without Receipt | Allow group members to return items without linking the return to the original receipt. |
| Tenders - Return [tender type] | Individual permissions control the ability to use each tender on a return. |
| Override Return Tender Restriction | In Prism 2.3 and later, the POS - Override Return Tender Restriction permission controls the ability of users to override the restriction put in place by the "Restrict Return Tenders to original Sale Tenders" preference. For example, sometimes a refund cannot be made to the original sales tender for some reason (like an expired credit card). In such a situation, a manager or other group member can perform an override. At the bottom of the Tender Type selection list is a button labelled "Override." Users (e.g., managers) who have the "Override Return Tender Restriction" permission can click the Override button and enter credentials to remove the restriction. This presents the user with an updated tender type list as if the restriction was disabled (but still subject to the tenders selected in Tender Requirements). |
Return Item Workflow
To return one or more items, you have two options, depending on whether or not you want to link the return to the original sale transaction.
- Set Item Type to Return: First list an item and then set the Item Type to "Return." You have the option of searching for the original sale receipt, but it is not required.
- Search for Receipt and select items/quantities to Return: This method requires you to link the return to the original sale. When looking up the original sale transaction, you select the items and quantities to be returned.
Setting Transaction Type to Return
Users will see a set of buttons marked Sale, Order and Return directly under the Item Lookup field. These buttons enable users to change the transaction type with a single button click. This change is especially useful when a customer wishes to return (or order) several items. When a user clicks the Return button on the transaction form, two buttons are displayed immediately below: Set Item Type and Search for Receipt.
- The Set Item Type button simply changes the transaction item type to return without linking the return to the original sale. After selecting Set Item Type, list the item being returned.
- The Search for Receipt button displays a screen for entering search criteria and selecting the original sales transaction. This method enables users to link the return to the original sale transaction.
Important! These buttons change the item type for the transaction but do not change any items already listed. To change the Item Type of existing items on the transaction, select the item in the grid, select the Item Type button and then select Return.
Note: This only changes the Item Type going forward; any sale or order items already on the transaction will retain that item type.
Link Return with Original Sale
These steps assume the default item type in preferences is set to Sale and all item types are allowed on the transaction.
- Start a new transaction and list the item(s) being returned.
- Click the Return button. Select Search For Receipt.
- At this point, the user interface is the same as in previous versions of RP Prism. Enter search criteria and then click the Search button.
- Matching transactions are displayed. Select a transaction. Items on the transaction are displayed below.
- Select the item to be returned and then click POS - Return Item
- If the item has multiple quantities, then enter the Quantity to Return and click OK.
Setting Default Item Type to Returns
Retailers often have one or more POS stations dedicated to returns. For these POS stations, you can set the default item type to Return in Preferences & Settings > Transactions > General. Users can still select a different item type, but the initial item type will be whatever is set in preferences.
Restricting Transactions to Single Item Type
If the preference to restrict transactions to a single item type is selected, then if users change the item type, the item type will be automatically changed for all items on the transaction.
Change Item Type to Return
Start a new transaction and list the item(s). Select the item to be returned and then touch or click the Item Type button.
Select Return as the item type.
A prompt to search for the original sale is displayed. Touch or click the Yes button. (If you click No, then the item's type is changed as the price is deducted from the transaction total.)
In the Transaction Filter area, enter search criteria and then click the Search button.
Select a transaction. A list of items on the transaction is displayed below.
Select the POS - Return Item button.
If more than one unit is available for return, enter the Quantity to Return. Select a Return Reason, Touch or click the OK button to return to the transaction.
In the Return Details area, the Return Fee Amount and/or Return Shipping Amount will update automatically based on the quantity being returned.
Touch or click the Return to Document button and then tender and complete the transaction.
Tenders on Returns
You can control which tenders can be used for returns. In Tender Requirements preferences, select the Return checkbox for those tenders that you want to be available for returns. In addition, there is a permission Allow Other Tenders on Returns. If the permission is set to "Allow," group members can change the default tender for the return (by default, the same tender used for the sale is used for the return).
Allow other Tenders on Returns permission
If the "Allow other Tenders on Returns" permission is set to Deny, the only tenders that will appear in the drop down will be tenders that have the checkbox for Returns marked in the Tender Requirements. If none of those tenders are your "Default Give Tender" it will require you to select your tender manually.
If the permission is set to Override, the tenders that appear in the list will be all of the tenders with the checkbox for Give marked in the Tender Requirements. Selecting one of the Tenders that does not have the Return checkbox marked in Tender Requirements will prompt for Override on The Permission. If the Default Give tender is not one of your Return tenders it will require you to select your tender manually.
If The Permission is set to Allow, the tenders that appear in the list will be all of the tenders with the checkbox for Give marked in the Tender Requirements. Your Default Give tender will be the selected default tender. If your default tender has its permission set to OVERRIDE it will require you to select your tender manually.
Restrict return tenders to original sale tenders preference
The "Restrict Return Tenders to original Sale Tenders" preference, when enabled, restricts both the tender types and amounts on item returns to what was taken on the original sale.
This setting gives retailers greater control over returns and aligns with what customers typically want (to be refunded in the same tender as the original sale) and can be configured at the Subsidiary and Store level.