11. FINANCE AND CASH HANDLING
Ensure all returned and refunded items are handled and logged according to Bateel policy and procedure
Scope:
Related Documents:
9.1 – 9.13; 11.1 – 11.12
11.9 Sales return and refund
Purpose: Boutique Managers are responsible for processing customer returns and refund transactions if the returns and refunds are related to the reason codes mentioned below. If the return is related to a different reason, then they must gain approval from the Operations Manager. Note: Under no circumstances can products that have been exchanged or refunded be re-sold to another customer.
Reasons for return and refund:
001 Change of order
002 Quality concern
003 Wrong tender
004 Wrong punch
Standard guidelines
1. Original invoice must be available as proof of purchase.
2. Items either refunded or returned must be inspected.
3. Food items with quality issues cannot be resold and must be sent to Quality Control Department.
4. Customer details (name, signature, and mobile number) must be obtained.
5. Copy of the transactions should be shared with Loss Prevention Team along with return reason and filed.
Void/refund/return in LS retail
Void
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1. To void an individual sales line, select the sales line and click on the void line button from the sales menu.
2. Void transactions are related to suspended transaction only and it requires justification.
Refund process:
Cash transaction amount can be refunded immediately if the above standard guidelines are applicable. Credit card items purchased by credit/debit card can be voided on the same day before the credit card terminal settlement has been done. If the settlement has been done for the day, credit card slips, and customer details need to be sent to the Finance Team to process the refund from the respective banks (7 to 14 days for processing).
Refund
To refund a sale or part of a sale if the receipt number is known by retrieving the transaction:
1. Click on the “return with customer receipt button” from the sales r eturn button on the main menu.
2. This action displays posted transactions in the system with valid receipt no.
3. Mark the receipt you want to refund.
4. The item lines for the marked transaction/receipt are displayed in a new window.
5. Mark the item line that is going to be refunded and then select it by clicking on the select button and select the lines one by one. If the refund is for all the items mentioned on the receipt, select all the lines of the receipt. 6. Then click the process return button. The process return button finishes this procedure and the system returns to normal sales mode. The system imports the selected lines to the sale along with any discounts or promotions applied earlier.
Return items (exchange)
Important Note:
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Return sale is required if the transaction was closed and the customer would like to change the order. Return items can be processed only if the customer did not leave the Boutique with Bateel products. If the customer left the Boutique and then returns later for an exchange, this transaction must be approved by the Operations Manager .
Sales returns will always be followed by a new purchase.
Return (exchange) process:
1. Select the “sales return” icon in the POS.
2. Select “return with customer receipt”.
3. This action displays posted transactions in the system with valid receipt no.
4. Mark the receipt you want to return.
5. The item lines for the marked transaction/receipt are displayed in a new window.
6. Mark the item line that is going to be returned and then select it by clicking on the select button and select the lines one by one. If the return is for all the items mentioned on the receipt, select all the lines of the receipt. 7. Then click the process return button. The process return button finishes this procedure and the system returns to normal sales mode.
Important Note:
After the refund/return transactions, the Boutique Manager needs to send an email to Loss Prevention and the Operations Manager with the proper documentation and reasons of return/refund.
They need to attach the original invoice, along with the refunded/returned transactions.
In case of sale return, the repurchase transaction needs to be attached to the email as well.
Any return/refund that was not reported in the same day will lead to disciplinary action.
Return and refund transactions need to be processed immediately and the timing should match with the original invoice timing for the return.
Any delay needs to be justified by an email mentioning the reasons for the delay.
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