Redeeming an Exchange Receipt at Checkout

When a customer chooses Exchange as the refund method during a return, they receive an exchange receipt with a barcode and a credit value. At the next checkout, that credit is applied toward their new purchase and the customer only pays the difference.

How to apply an exchange credit

Option 1: Scan the barcode. Point the barcode scanner at the exchange receipt. The system recognises the RET- prefix automatically, validates the receipt, and adds a credit line to the cart.

Option 2: Type the return number. Click the Apply Exchange button in the cart area. Type the return number (e.g. RET-00042 or just 00042) and press Enter.

When the credit is applied:

• A green credit line appears in the cart showing the amount as a negative value.
• The customer from the original return is automatically linked to the sale (you can remove them if needed).
• The amount to pay is reduced by the credit value.

What happens at the end of the sale

• The exchange receipt is marked as used. It cannot be scanned again.
• The new sale is linked to the original return for record-keeping.

When the credit covers the full purchase

If the exchange credit equals or exceeds the cart total, the amount to pay reaches $0.00. The Complete Sale button is available immediately and no cash or card entry is needed. If you type an amount in the payment field anyway, the submit button is disabled and a message tells you to clear it before proceeding.

When the credit is more than the purchase total

If the credit exceeds the cart total, the remaining value is handled according to your store's policy (set in Settings → Returns & Refunds):

• Forfeit (default): The leftover is not refunded. The customer already received value through the exchange.
• Convert to store credit: The remainder is added to the customer's store credit balance.

Overriding an expired exchange receipt

If a customer's exchange receipt has passed its expiry date, the system normally rejects it. A manager can override this on a case-by-case basis.

If the cashier is processing the sale:

1. Scan or enter the exchange receipt number.
2. The system shows "expired on [date]" with a Request Manager Override option.
3. A manager enters their email, password, and a reason.
4. Once verified, the credit is applied normally.

If a manager or admin is processing the sale:

1. Scan or enter the exchange receipt number.
2. The system shows "expired on [date]" with an override panel.
3. Enter a reason and click Override and Apply.

The override is recorded for audit purposes. Everything else (amount, customer linking, one-time use) stays the same.

Important things to know

• Each exchange receipt can only be used once.
• Exchange credits require an internet connection. The system must verify the receipt has not already been used.
• Only receipts from the Exchange refund method work at checkout. Cash and card refund receipts are proof-of-refund only.
• To remove an applied credit before completing the sale, click the credit line's remove button or click the exchange button again.
• If the Apply Exchange button is not visible, the feature may be disabled. Ask your admin to check the Accept exchange credits at checkout setting in Settings → Returns & Refunds.

FAQ

Q: Can a customer use the exchange receipt on a later date?

A: Yes, as long as it has not expired. The validity period is set in Settings → Returns & Refunds under "Exchange receipt valid for X day(s)".

Q: What if the customer lost the receipt?

A: Use the Apply Exchange button and type the return number manually. The return number is visible in the Returns list.

Q: Can someone other than the original customer use the exchange receipt?

A: Yes. The receipt is a credit voucher and is not restricted to the original customer. The original customer is automatically linked to the new sale for record-keeping.

Q: Can I apply more than one exchange receipt to a single sale?

A: No. One exchange credit per sale. Scanning a second receipt replaces the first (with a confirmation).

Q: Can an exchange credit be used together with a discount or loyalty points?

A: Yes. The system applies the discount first, then loyalty points, then the exchange credit. The customer pays whatever remains.

Q: The system is offline. Can I still accept the exchange receipt?

A: No. Exchange credits require an internet connection to verify they have not already been used. You will see a message if the system is offline.

Q: A customer got a cash refund. Can they use that receipt at checkout?

A: No. Only exchange receipts (refund method = Exchange) can be used as checkout credit.

Q: The exchange receipt is expired. Can we still accept it?

A: Yes, with a manager override. When the receipt comes up as expired, a manager enters their email and password and a reason. The credit is then applied. This is the same override process used for out-of-window returns.

Q: A customer's exchange receipt expired and cash refunds are disabled. What are the options?

A: A manager can override the expired receipt at checkout so the customer can use the exchange credit. Alternatively, if store credit is enabled, a manager can process a new return and choose Store Credit as the refund method.

Q: What happens if I void a sale where the exchange credit was "Completed Overridden"?

A: The exchange credit is un-redeemed and returns to "Exchange Pending" (or shows as "Expired" if the validity window has since passed). It can be reused again.

Q: What does "Expired" mean for an exchange credit? Can it still be used?

A: The credit can still be redeemed if a Manager or Admin approves an override at the POS. Once used this way the status becomes "Completed Overridden". If never used it stays as "Expired" indefinitely.