Processing returns and exchanges, issuing refunds


If a customer needs to return an item, whether to exchange it for another product or to get a refund, you can process the transaction in POS.

You can generate a refund using the original transaction by searching for it using POS's "Sales search" functionality. "Sales search" displays all sales contained in Brightpearl and selecting the original sale will let you link the refund to the original order when it gets posted to the back office.


If you are unable to find the original transaction, you can still add a refunded product to the basket by changing its quantity to be negative. However, you can't currently process a refund via a card payment unless it's linked to the original sale, so those refunds would have to be completed via cash or store credit.

If the sale contains a returned item but the total is positive, the customer can pay for the remainder by card. 

Products that are returned are automatically added back into stock. You can add a return reason to the product that is saved against the order as a reference. If a returned product is not available for resale then the stock will have to be written off in Brightpearl's back office.

Refunding from an original transaction

  1. Swipe from left to right to access the management menu
  2. Tap "Sales History"
  3. You can search for the receipt number (order reference), the order ID, order reference, customer details or the transaction date, or scan the receipt barcode for the transaction that you want to refund
  4. Tap the "More Options" button at the top right of the screen (three blue dots)
  5. Tap "Refund"
  6. Select the products and quantities that you want to refundw3.png
  7. Tap  "Create refund" at the top right of the screen

The products you select will be added to the basket along with the customer associated with the original transaction and any discount that was applied to the products. You can then add further products to the basket prior to completing the transaction.

Even if the original transaction was not associated with a customer, the user may have to associate the refund with a customer if the setting to require all refunds be linked to a customer is activated.

Additionally, if your settings require you to have a return reason selected for every one of the returned items, you will need to tap on the triangle with the exclamation mark icon to select the return reason for all the items with negative quantities.w4.pngw5.png

Once all items from the original sale are in the basket with the correct quantities, you can complete the transaction using any one of the following scenarios:

  • Partially refund the customer by tapping on the item being returned and changing the unit pricew6.pngw7.png
  • Fully refund the customer w8.png
  • Exchange the returned item for a new item, refunding the difference if the new item costs lessw9.png
  • Exchange the returned item for a new item that costs the same, resulting in a zero value transaction w10.png
  • Exchange the item for a new item that costs more, accepting a payment from the customerw11.png

If you want to cancel the refund at any point then tap "Cancel refund" at the top right of the screen.

Adding a returned/refunded product into the basket

  • You can refund a product in any basket by tapping any product in the basket list.
  • Tap on the product in the basket and press the ‘+/-’ button to switch the quantity to negative.

  • Press "Update" and the product will now be refunded in the basket.
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