Refunds and Exchanges

How to Process Refunds and Exchanges

If a customer is not satisfied with their purchase, they may come back to your store to return or exchange it. With RepairDesk's refund module, you can generate a new refund invoice. 

You can process:

  1. Full refund
  2. Partial refund
  3. Exchange
  4. Charge restocking fee
If you want to learn about performing an exchange in RepairDesk, click here. 

Video guide:


FAQs
How to exchange an item in RepairDesk?
To learn about performing an exchange in RepairDesk, watch the video guide in this article on Exchanges in RepairDesk.
Can I do a partial refund?
Yes, you can do partial refunds. RepairDesk allows you to decrease the refund quantity and amount. 
Can I decrease the quantity while doing a refund?
Yes, you can decrease the quantity. For example, previously the invoice was made for 3 items and customer wants to refund 1 item out of 3. RepairDesk lets you refund that 1 item.
Can I decrease item-wise amount while doing a refund?
Yes, you can change the amount but this amount cannot exceed the invoice amount for that item.
What is the effect of decreasing this amount on my reports?
When you decrease the amount while doing refund, the retail price is adjusted accordingly, so your reports stay updated.
Can I refund an invoice that is already partially refunded?
Yes, you can refund an invoice which is already partially refunded. The invoice contains the remaining quantity after the previous partial refund.
Can I refund a serialized item using RepairDesk POS Register?
Yes, you can refund a serialized item in RepairDesk.
When you open the invoice to refund a serialized item, the sold serial number is displayed along with item name.
Can I refund a partially paid invoice multiple times?
No, you cannot refund a partially paid invoice more than once even if the invoice has multiple items. If you attempt to refund the partially paid invoice more than once, you get a message on hovering over the Refund button. 
Can I refund a partial paid invoice that has a product bundle in it?
No. You cannot refund an invoice that has a bundled item (if it's partially paid). In order to refund that invoice, you will have to pay the invoice first, then you can refund the bundle.
How can I view these transactions in my reports?
In the Accrual based report, the data is shown based on the accrual accounting method. The full amount is shown in the report, whether invoices are partially paid or unpaid. If you want to view actual cash-in and cash-out transactions, we recommend using Cash based reports.
Can I refund a partial paid invoice which has a gift card in it?
Yes, you can. But the gift card amount is returned in full (as partial refund is not possible in case of gift cards). From the paid amount, the remaining amount will be distributed among the selected items that you wish to refund.
How can I view the restocking fee on the refunded invoice?
You can view a Restocking Fee label on the refunded invoice. It will show the percentage of the restocking fee charged for each line item.
How to setup and charge restocking fee?
To setup restocking fee: 
1. Go to Store Settings > Store > General Settings 
2. Under the Refund section, enable restocking fee by clicking Yes.



3. Enter the restocking value/percentage

To charge restocking fee from customers while processing refund:
1. Start processing refund for the item.
2. While on the Refund dialog as shown below, you can see the restocking options. 



From this dialog, you can modify or enable/disable the restocking fees for the transaction.
 





Q. Can I Do Partial Refund?

A. Yes you can do partial refund. You can decrease the Refund quantity and amount.

Q. Can I decrease the quantity while doing refund?

A. Yes you can decrease the quantity. e.g previously the invoice was made for 3 items and customer wants to refund 1 item out of 3, now by refund functionality you can refund only one item.

Q. Can I decrease amount of refund item wise?

A. Yes you can also change the amount but this amount cannot exceed the invoice amount for that item.

Q. What is the effect of decrease amount on overall reports?

A. When you decrease the amount while doing refund the retail price is adjusted accordingly and reports are also updated.

Q. Can I refund an invoice that is already partially refunded?

A. Yes you can refund that invoice which is already partially refunded. Invoice will contain the remaining quantity after partial refund.

Q. Can I refund a serialized item?
A. Yes, you can refund a serialized item using RepairDesk.

Once you open the invoice for refund, if the item is serilized then sold serial will be shown along with item name. 



Q. Can I refund a partial paid invoice that has a product bundle in it?

A. No! Currently you cannot refund an invoice that has a bundled item (if it is partially paid). In order to refund that invoice, you will have to pay the invoice first and then you can refund the bundle.



Q. Can I refund the partial paid invoice multiple times? A. No! You can refund the partial paid invoice only once, even if there are multiple items. If you try to refund the partial paid invoice after it has been refunded, you will be shown a message after hovering over the Refund button.

Invoice has been already refunded by Josh on 26 August, 2020 2:07 P.M.

Q. How can I view the transactions in the reports?

A. In the Accrual based report, the data will be shown based on the accrual accounting method. Since the full amount is shown in the report, whether it is a partial or unpaid invoice. Therefore, it is recommended to use the Cash based reports if you want to view the actual cash in and out transactions.

Q. Can I refund a partial paid invoice which has a gift card in it?

A. Yes! You can certainly refund that invoice, but the gift card amount will be returned in full (since partial refund is not possible in case of gift cards). From the paid amount, the remaining amount will be distributed among the selected items which you wish to refund.

Q. How can I view the restocking fee on the refunded invoice?

A. You can view a Restocking Fee label on the refunded invoice. It will show the percentage of the restocking fee charged for each line item.


Q. How will a deposit collected on a repair show in refund?
If a deposit was collected on a repair, it will be shown as a separate line item on the refund pop up to ensure accurate calculations if the employee wants to deduct the deposit.