Return an item

This guide shows you how to take back an item under guarantee. You need the Process returns permission. Owners can always do this. If the customer wants another item instead, see Exchange an item.

Before you start

A customer can bring an item back only while its guarantee is open. The receipt shows the last day, for example "2 days guarantee (until 29 Sep 2026)". After that day, Inventra refuses the return.

Process a return

1. Tap Sales and find the sale. Search by receipt number, customer name or phone.
2. Open the sale and tap Process return. You only see this button while the guarantee is open.
3. Tick each item that comes back. For accessories, set how many.
4. For each item, pick Back to stock if it works, or Faulty if it does not.
5. Pick the Reason: Defective, Wrong item, Changed mind, Not as described or Other.
6. Write what happened in Notes. Notes are needed when the reason is Other.
7. Check the Refund. This is the money you give back. It cannot be more than the amount shown under it. If the customer still owed money, that debt shrinks first.
8. If you give money back, pick how under Refunded by: Transfer, POS or Cash.
9. Tap Review return. Read the summary, then tap Process return.

The sale now shows the items as returned. Print the receipt again to give the customer an updated copy.

If your receipts say "No refund of money after payment"

The Refund starts at 0. To give money back anyway, type the amount and tick Give money back anyway. Only do this if the owner agreed. The sale's history records it.

What happens to the stock

• Accessories marked Back to stock go back on the shelf. Those marked Faulty are taken out of stock.
• A returned device does not go on sale by itself. Someone with the Manage stock permission decides what happens to it.

Decide on returned devices

When devices wait for a decision, the Devices page shows a message: returned devices need a decision. Tap it to open Returned devices. Then open a device:

• Back in stock: check the Selling price and Condition, then tap Put back in stock. Lower the price if the device came back worn.
• Mark faulty: write What is wrong? and tap Mark faulty. You can put it back in stock later, after a repair.