What You’ll Learn

By the end of this guide, you’ll be able to:

• Process customer returns step-by-step
• Handle different refund methods (cash, store credit, exchange)
• Record returns to update inventory
• Track return history and patterns
• Manage partial returns

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Understanding Returns in Kelola

When a customer returns an item, you need to:

1. Record the return transaction
2. Update inventory (stock increases)
3. Process refund or store credit
4. Keep records for accounting

Return Types Supported:

• ✅ Full returns - All items returned
• ✅ Partial returns - Some items returned
• ✅ Exchange - Return + new purchase
• ✅ Store credit - No cash refund

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Processing a Return

Step 1: Find the Original Transaction

1. Go to History from the main menu
2. Search for the original sale transaction:
   • By customer name
   • By date range
   • By transaction ID
3. Tap the transaction to open details

Step 2: Initiate Return

1. In the transaction details, tap Return or Refund
2. Select items being returned:
   • Tap each item to select
   • Adjust quantities if partial return
3. Choose return reason (optional):
   • Defective item
   • Wrong item
   • Customer changed mind
   • Other

Step 3: Select Return Method

Method	When to Use	Process
Cash Refund	Customer wants money back	Return cash or transfer
Store Credit	Customer will buy later	Credit added to customer account
Exchange	Swapping for different item	Return + new sale combined
Repair	Item will be fixed	Note for tracking

💡 Tip: Store credit keeps the customer relationship and encourages future purchases.

Step 4: Confirm and Submit

1. Review return details:
   • Items being returned
   • Quantities
   • Refund amount
   • Return method
2. Add notes if needed
3. Tap Submit

✅ Success Check:

• Return transaction created
• Inventory automatically updated (stock increases)
• Financial records adjusted

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Return Scenarios

Full Return Example

Customer returns everything from a purchase:

Original Sale: 3 items, Total $150
Return: All 3 items
Refund: $150 cash or store credit
Result: Stock increases by 3, Sale voided

Partial Return Example

Customer returns only some items:

Original Sale: 5 items, Total $250
Return: 2 items worth $80
Refund: $80
Result: Stock increases by 2, Sale adjusted

Exchange Example

Customer swaps for different item:

1. Process return for original item
2. Create new sale for exchange item
3. Handle price difference:
   • Exchange higher: Customer pays difference
   • Exchange lower: Give store credit or refund

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Managing Refunds

Cash Refunds

1. Process return in Kelola
2. Give cash to customer
3. Record in cash register/count

⚠️ Important: Always process the return in Kelola BEFORE giving cash to ensure accurate records.

Store Credit

1. Process return selecting “Store Credit”
2. Credit is tracked on customer profile
3. Customer can use credit on next purchase

Checking Customer Credit:

1. Go to Customers
2. Find customer
3. View available credit balance

Partial Refunds

When refunding less than full amount:

• Deduct restocking fee
• Account for used/worn items
• Note reason in transaction

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Return Best Practices

For Accuracy

✅ Always find original transaction

• Links return to sale
• Maintains audit trail
• Easier reporting

✅ Record immediately

• Don’t delay data entry
• Ensures accurate inventory
• Prevents forgetting details

✅ Add notes

• Reason for return
• Condition of item
• Any agreements made

For Customer Service

✅ Clear return policy

• Post at checkout
• Include on receipts
• Train staff on rules

✅ Process quickly

• Fast returns = happy customers
• Use Kelola’s simple workflow
• Keep customers informed

✅ Track patterns

• Frequent returns from same customer
• Product quality issues
• Training opportunities

For Inventory Management

✅ Inspect returned items

• Check condition before restocking
• Mark damaged items
• Update notes in Kelola

✅ Restock promptly

• Returns add to inventory
• Makes items available for resale
• Accurate stock levels

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Return Reporting

Viewing Return History

1. Go to History
2. Filter by transaction type “Returns”
3. View all return transactions
4. Export if needed

Return Metrics

Track these for business insights:

• Return rate by product
• Return rate by customer
• Reasons for returns
• Refund amounts vs store credit

Identifying Issues

High return rates may indicate:

• Product quality problems
• Description mismatch
• Sizing issues
• Training needs for sales staff

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Troubleshooting

”Can’t find original transaction”

• Try searching by customer name
• Use date range filter
• Check if it was a different business location

”Refund amount looks wrong”

• Check for discounts on original sale
• Verify quantities
• Look for partial payments

”Item won’t return to stock”

• Check if item was deleted
• Verify product still exists
• Contact support if persistent

”Customer credit not showing”

• Refresh customer list
• Check if credit was applied correctly
• Verify customer profile is correct

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FAQ

Q: Can I return an item without the original transaction? A: It’s best practice to find the original transaction. If you can’t find it, you can manually adjust stock, but this won’t track the return properly.

Q: What happens to my sales reports when I process a return? A: Returns are subtracted from your sales totals. The original sale is adjusted to show the net amount after returns.

Q: Can customers return items from any location? A: This depends on your business policy. Kelola tracks which business location made the original sale.

Q: How do I handle returns for items bought on credit/unpaid? A: If the original sale was unpaid, you can cancel the debt or adjust the balance owed.

Q: Can I set a time limit for returns? A: Yes, establish and communicate your return policy. Kelola doesn’t enforce time limits - that’s up to your business policy.

Q: What if the returned item is damaged? A: You can still process the return but may offer partial refund based on condition. Add notes about the damage.