How to Handle Refunds and Exchanges in POS in Odoo

In a retail store, refunds and exchanges are among the most common processes carried out in the
Point of Sale system. Product exchanges typically occur when a customer receives a damaged item or is not satisfied with the product and wishes to exchange it.

Product Entry and Payment Process

• Open the POS System.
• Enter or scan the product code or lot barcode in the search bar.
• Set the quantity of the product.
• Click on the Payment mode button or use the shortcut key F4 to proceed to the payment screen.
• Select any payment method, such as Cash or UPI.
• Click Validate or use the shortcut Ctrl + v to complete the payment.
• The bill receipt will be generated.

Refund process in POS

Verify User Permission: Ensure that you are switched to the Headcashier role. Only a Headcashier can perform refunds; Cashiers are not permitted to issue refunds. Search for or scan the original bill receipt from which the refund is to be processed

Enter Refund Quantity

Enter the quantity to refund for each product. Refund quantity cannot be more than the original purchased quantity.

The system will alert: Refund Qty should not be above Original Qty if you try to enter more.

Refund quantity can be less than or equal to original quantity. Same product can be refunded multiple times only if the total refund quantity does not exceed the original purchased quantity. Refund not allowed if refund quantity exceeds available qty on the bill.

Exchange Process in POS

• Enter the quantity to exchange.
• System alerts with message: refund Qty should not be above Original Qty if quantity exceeds original. Quantity can be less than or equal to original quantity.

Select Exchange Product

• Select the product(s) to give in exchange:
• Exchange with same product is allowed if quantity is sufficient.
• Exchange with different products at the same or higher price is allowed.
• Exchange with different products at a lower price is not allowed (system blocks this).

Process Payment in refund and exchange

If exchanging to a higher priced product, system prompts for payment of the difference. Multiple payment methods are accepted for this additional payment. Zero payment is done if the price is the same.

Complete Exchange and Print Receipt

Confirm exchange details. System updates inventory accordingly:

• On-hand quantity of the original product increases (returned to stock).
• On-hand quantity of exchanged product decreases (sold out of stock).
• If exchanging same product with same quantity, on-hand quantity does not change.
• If quantities differ, on-hand quantity is adjusted accordingly.

Customer Loyalty Points

• No change if exchange price is the same.
• Adjusted if exchange price differs.

Exchange Receipt Shows

• Exchange bill is mentioned as “BILL REFUND/EXCHANGE”.
• Original order number with “REFUND” mentioned.
• Total quantity and amount as positive values.