Process Retail Returns on the POS

How do I handle a retail return on the POS?

If your customer wants to return a retail item on the same day that they purchased it, follow these steps:

1. Locate the check on the POS using one of the following methods:
   
   • Access the Payment Terminal, locate the check in the Closed column, and select Update.
   • Select the Lookup button from the overflow menu on the top right and enter the check number.
   • Select Find Checks under Manager Activities and search by check number and date.
   • If you've enabled barcode printing on receipts, you can scan your customer's receipt to quickly open their check (learn more: Customize Receipts: Advanced Configuration).
2. Select the item(s) on the check and then select Void.
3. Select Pay to adjust the payment on the order:
   
   1. Select the payment on the check, and then select Adjust.
   2. Select the first option, Adjust to $X (Balance), which will automatically update the payment to the correct amount. 
   3. Select Done.
   4. Select Update. The balance will adjust automatically.
4. You will need to manually print a receipt for your guest if they would like one. On the payment screen, select Receipt, and then select your desired receipt option.

If your customer wants to return a retail item on a different day than the day they purchased it, you’ll use this process:

1. Locate the check on the POS (select Find Checks & Issue Refund under Manager Activities and search by check number and date).
2. Select Update next to the Refund button.
3. Select Pay $0.00.
4. Select the payment, and then select Refund. You can choose to refund By item(s), Entire check, or Custom amount.
5. Follow the steps in the window that appears once your desired refund type is selected.
6. Select Next to review the refund amount, and then select Confirm. Note: Refunds cannot be reversed or changed without calling Customer Care.
7. Select your desired receipt option.

All cash returns must be issued on the POS (ideally using a terminal connected to a cash drawer, for cleaner reporting). To return an item paid for with a credit card via Toast Web, follow the steps in this article: Issue a Refund.

Note: Returning an item will not increase the item’s inventory count. If the returned item can be sold again, a user with the appropriate permissions can make a manual inventory adjustment in Toast Web (Adjust Inventory to Optimize COGS Calculations). 

The following permissions are required to process a return on the POS:

• 3.18 Cash Drawers (Full)
• 3.23 Find Checks
• 3.7 Void Items/Orders
• 3.8 Void/Refund Payments
  
  • Note: This is different from the 3.32 Void/Refund Payments permission, which is limited to same-day returns only.

For more information, see Assign User Access Permissions.