Returns and Refund Policies

Go to POS > Settings > Returns. Define your return window — the number of days after purchase within which returns are accepted. Set rules by category if needed — electronics might have 14 days while clothing has 30. Choose whether to offer full refund, exchange only, or store credit. The policy displays on receipts automatically so customers know the terms.

Go to POS > Returns and click New Return. Search for the original transaction by receipt number, date, or customer name. Select the items being returned and the quantity. Choose the reason — wrong size, defective, changed mind, other. The system calculates the refund amount including any discounts that were applied on the original sale. Approve the refund to process it back to the original payment method or as store credit.

Configure approval rules in Returns > Settings. You can require manager approval for refunds above a certain amount — for example all refunds over KES 5,000 need a manager PIN. This prevents unauthorised refunds while keeping low-value returns fast. All refunds are logged in the audit trail with the processing staff member, approving manager, and reason.

The Returns Dashboard shows your refund rate as a percentage of sales, total refund value, top reasons for returns, and which products have the highest return rate. A rising refund rate is an early warning — it might signal a quality issue, a misleading product description, or a specific staff member processing questionable refunds. AskBiz flags unusual spikes via Anomaly Detection.