Process a Return

A product return on the Sales Point can be processed in four ways, depending on whether the customer has the original receipt and whether the refund is paid out in cash or issued as a voucher. Every variant produces a fiscally signed receipt — an invoice is never deleted after the fact. It is either offset by a fiscally signed counter-receipt or balanced out through a new sale posted with negative quantity.

This page explains which workflow fits which situation and how to execute each step — including returns without an original receipt and returns paid out as a voucher instead of cash.

Which workflow fits your situation?

With receipt, refund as cash / original payment method

When the customer presents the original invoice and wants the money refunded, void the invoice using the Void variant. The invoice is offset by a counter-receipt, and you pay the amount back in the original payment method.

How to do it: see Void an Invoice, section Void variants → Void.

For partial returns (only some of the items come back), there is no per-line void on an already-closed invoice — use the procedure under Without receipt, refund as cash and post only the returned items with a negative quantity.

Without receipt, refund as cash

If no original receipt is available, post the article as a new sale with a negative quantity. This produces a standalone, fiscally signed receipt with a negative total; the cash payout shows up in the Cash Journal as the corresponding cash-out.

1. Tap Order in the main menu.

2. Tap the returned article on the ordering surface — it lands in the cart with quantity 1.

3. Long-press the cart line. The Adjust dialog opens (see Adjust quantity freely with long-press).

4. Enter the quantity with a minus prefix — for example -1 — and confirm.

5. If the original price differs (for instance because the price has changed since the sale), adjust the unit price in the same dialog so the refund matches the amount originally collected.

6. Close out the order via Pay. Pick the payment method you are paying back in (usually cash).

7. The Sales Point prints a fiscally signed receipt with a negative total. Hand the cash to the customer.

With receipt, refund as voucher

When the customer presents the original receipt and wants a voucher instead of cash for the invoice total or for selected items, use the Credit voucher variant. You can pick individual line items; the corresponding amounts are credited as voucher balance.

How to do it: see Void an Invoice, section Void variants → Credit voucher.

Without receipt, refund as voucher

When the customer should receive a voucher without an original receipt, combine two postings in one order: the article with a negative quantity (as above) and a voucher article with a positive amount of the same value. The invoice total is 0, and the customer takes the voucher as the receipt.

1. Post the returned article with a negative quantity (steps 1–5 of Without receipt, refund as cash).

2. In addition, tap the voucher article on the ordering surface. Enter the voucher amount so it matches the refund value — see Sell a Voucher for the multi-purpose vs. single-purpose voucher distinction.

3. Verify that the invoice total is €0.00.

4. Close out the order via Pay. No cash payment method is needed because no money changes hands; the Sales Point generates the fiscally signed receipt automatically.

5. Hand the printed voucher receipt to the customer.

Impact on the Cash Journal and Sales Point closing

Every return posting flows into the Cash Journal and into the next Sales Point closing:

• Refunded in cash — the negative cash inflow reduces the cash drawer balance.

• Refunded as a voucher — invoice total 0, cash drawer unchanged, but revenue is reduced in the reports.

FAQ

• Can I lower the quantity below 1 with the − button? No. The −/+ buttons cap the quantity at 1 as the minimum. Negative quantities can only be entered via the long-press Adjust dialog.

• What if the customer only returns part of the original order? Per-line voids are not available on a closed invoice. Use Without receipt, refund as cash for partial returns and post only the returned items with a negative quantity.

• Do I need the customer's original receipt? Technically no — the Sales Point accepts returns without a receipt. Whether you make a receipt mandatory internally is a business policy decision.

• Does this work on a Sub-Terminal? Yes. The long-press dialog and every void variant behave identically on the Hauptkassa and on Sub-Terminals.

• Is the return reported to the tax authority? Every return receipt is part of the fiscal receipt chain and is captured by the Sales Point's regular fiscal export. No separate report to the tax authority is needed.

Troubleshooting

• The long-press on the cart line does not respond. Hold your finger in place for at least half a second. Swiping or scrolling during the press cancels the long-press. If it still does not work, check that no other dialog (e.g. discount entry) is open in the background, and close that first.

• The Adjust dialog rejects the negative entry. Make sure the minus sign is directly in front of the digit, with no space or other character before it. Use -1, not - 1 or .-1.

• The receipt does not print. Negative receipts print like regular receipts. If printing fails, check the Printer settings. The fiscal signature is generated independently of the print job — the receipt exists and can be reprinted.

• The Cash Journal shows an unexpected balance after the return. Check whether the return was posted with the wrong payment method (e.g. card instead of cash). Void that operation and post it again with the correct method — the original receipt stays in the chain with its void entry attached.

Related topics

• Void an Invoice

• Create an Order — long-press dialog for free quantity entry

• Sell a Voucher

• Cash Journal

• Term: Void