So we were about to take the plunge and switch our retail store to Shopify POS, and bought a set of hardware to test things out. However, we've hit a stumbling block with refunds / returns and exchanges.
Our brick and mortar store has between 300 - 1000 transactions per day, (yes I know we perhaps shouldn't be looking at shopify pos, but it seemed the quickets solution to integrate the store with the website which has been doing well with local pickup and delivery).
I can't find any way to refund or exchange a product without tracking down an order that relates to it. We guarantee many products for 12 months, so there'll be plenty of refunds where no order exists on shopify.
Day 1 of going live with shopify POS, we'll have made no sales, but people can arrive with a receipt wanting a refund for something they bought on the old system the day before.
It's not at all unusual for someone to arrive with no receipt, they may have a bank statement, or some other form of proof of purchase.
-- My questions are: --
What workflow do your staff follow to refund or exchange a product? How do you resolve the issue if you can't find the original sale (whether that be pre-shopify or just because they haven't brought the receipt with them).
I'm slightly blown away that this is an issue - I've never come across a POS system where it was compulsory to find a historical order to issue a refund or exchange. Of course, sensibly most would need a managers authorisation to do, but the feature is there.
I did find a post here from 2014 saying shopify were working on a solution, but it doesn't seem to have materialised.
Another post from last year had a reply from a shopify guru suggesting either importing all transactions from the old system into shopify or recording details as a draft order. I can't imagine importing millions of transactions being workable nor can I see how recording details as draft orders working as that can't possibly balance the cash or card payments.
Hopefully I'm mistaken and just missing something really obvious - I can't believe something so simple is missing!
I've been trying to figure this out for our store too - we just recently switched to Shopify, so we're running into this same issue of not having an original sale to link a refund/exchange to. Right now with the COVID-19 situation we're not accepting returns anyway (thankfully), but when we do start taking them again I know this is going to be a pain. Hoping someone can share some tricks on how to do a work-around. And hopefully Shopify will get around to resolving this - accepting returns/exchanges without a receipt is a pretty basic thing for retail stores.