An exchange is when a customer would like to return an item and swap it for another, whether that is for the same item or something different. An exchange can be done straight away or store credit can be issued for the customer to use at a later date.
An exchange can be used if a customer is returning a faulty item and would like a replacement, or maybe they purchased the wrong size or colour. They can use their credit the same day or at a later date.
Setting up EPOS for exchanges
Before you begin processing exchanges in EPOS you will need to ensure a "credit" payment method is set up in back office. This ensures that the relevant order payments and accounting are generated.
How to set up EPOS for processing exchanges
- Create a new bank account to use specifically for accounting for store credit and exchange transactions. We recommend that you create this contra bank account rather than using one of your real bank accounts, since these transactions won't represent the movement of money through your account, but Brightpearl does need to create accounting. Using a contra account keeps the reconciliation of your actual bank account neat and simple.
- Create a new payment method at Settings > Company > Payment methods. Ensure the payment method has the code of "CREDIT" and is assigned your contra bank account.
How to process an exchange in EPOS
Processing an exchange in EPOS will ensure all the necessary records and actions are automatically carried out in Brightpearl back office.
All exchanges must be carried out against a customer record. An exchange cannot be correctly processed against the anonymous checkout.
- Create a new refund for the customer, either by looking up the original sale or by adding a new refund.
- An exchange must be done against a customer record. If you haven't already looked up the customer, or they don't yet have a record, use the change customer link at the top of the screen to look up or add them.
- Add the items to be returned, but not the new items the customer is exchanging them for.
- Click Close + Pay. You may be required to look up or add a customer record, depending on the EPOS settings in Brightpearl back office.
- For an exchange, or to leave the balance as store credit do not enter any cash or card payment amount, just click Complete Refund. Only enter a cash or card amount if the customer is receiving money back as a refund.
- You will be asked whether you wish the put the balance on the customer account, click OK. A receipt will print for the returned item.
- If the customer is exchanging the item, the replacement can now be processed as a new sale. To process the new sale against the same customer record, use the Repeat Sale button to automatically pick up their account.
The balance from the return previously processed will be displayed as store credit on the right-hand side.
- Add the replacement item to the sale and click the Close + pay button.
- Use the store credit payment method to pay for the new item. Any remaining balance to pay can be taken by cash or card. Any remaining balance to refund can be entered as a negative amount (note that this process will require additional steps to be carried out in back office).
- Click Complete Sale and print the receipt.
The returned item will automatically be added back into stock to be resold. If the item is not suitable for resale it will need to be removed from stock using an inventory correction in back office.
How do I refund the difference on an exchange?
When an item is exchanged it may not always be for something of the same value. This can result in an additional cash or card payment or refund being made. An additional payment is entered as an amount against cash or card after the store credit has been used. When refunding, the cash or card payment is entered as a negative amount.
If a refund for the difference is made then an additional step is required in back office. Go to the customer record and navigate to the payment allocation screen. The refunded amount and a balance on the new sale should be listed. Mark each as paid, ensuring the payment amount balances to zero and post the allocation.