How to take returns of items we sold in QBPOS?

[DaphneOlive]

So, I have brought up before the need to be able to use negatived quantities in the POS sales process for a fast way to do returns - now I have a more urgent reason to want this.

If Orders to not transfer when we transfer data from QBPOS to Shopify POS, how can we take returns on items we sold in QBPOS. Our store has offered 60 days for returns for 20 years so I need a way to offer that for the first 60 days after the switch. I desperately need a solution for this before we switch over. 

[Shay]

Hi @DaphneOlive 

Thank you for reaching out with those details. I understand that you want to know the best way to process returns for orders processed outside of the Shopify POS system. 

If the original order was done through an external POS system and these earlier orders are not tracked within the admin, then there is no way to process a refund/return where the inventory is automatically tracked and connected. 

In this situation you would want to recreate the order inside the Shopify admin using the draft order feature, set the order price and mark as paid. Once done you can then access that order through the POS to process a refund through the Shopify POS system. You would need to manually adjust the inventory available if the returned items are going back into sellable stock.

You can also use an app like EX Importer to import your order history from QBPOS into the Shopify admin: EZ Importer ‑ Order Importer.

And you can also use an app like Draft Orders For POS to create draft orders from within the POS itself, streamlining the return process. 

[DaphneOlive]

Thank you for these resources. I will look into them, though they seem cumbersome for an in person sales environment where being able to process sales quickly is the key to being able to offer good customer service - especially during the holidays when no matter how much staff we bring in, we often have lines.

I feel compelled to reiterate, as someone who has done in person retail for 20 years, that so many problems with your system as a brick and mortar store POS would be solved if you simply allowed stores to enter a negative quantity in a receipt as a way to do returns. In most cases, we have no need to tie the return transaction to the original transaction, and unlike with websales, we only collect customer data when it serves the customer (which is in very few cases) the customer often does not keep their receipt. The needs of in person retail are very very different than online retail 

[Danceman1]

Hi Shay,
Thank you for the information – Question: In Shopify Admin, it is not calculating the Tax (It does in Shopify POS). The “Charge tax” option is selected when I click on “Estimate Tax” hyperlink, but it’s not calculating and no way to input it. Is there some way to turn this on in admin?

[Shay]

Hi @Danceman1 

Thank you for sharing those details. I had a look using my own test store drafts and I was able to replicate the issue where the tax wasn't calculating.

Then I updated the markets section for a draft order and the taxes started calculating again, afterwards I wasn't able to replicate the issue. 

I will continue trying to replicate this issue and if you are still experiencing it in your admin please reach out to our authenticated support team to flag with our developers. You can share this thread with them as well. To access our authenticated support, please follow this link: Shopify Help Center. 

[Danceman1]

Where in admin do I update the Markets for Draft Orders? I don’t see an option when I am looking at the draft order.

[Shay]

Hi @Danceman1 

If you take a look at the screenshot I shared in my reply below you can see the market section just above the tag section in the right hand column of the draft order. 

If you are using an app that allows you to make draft orders inside the POS itself, your interface might be different. That would be app dependent though. 

[rlt125]

The issue I see is that it now appears for tax and accounting purposes, that you sold things you didn't actually sell. You need a way to filter these sales from your analytics and tax reporting. My idea is to create another location in the admin called "QBPOS" where I would create draft orders of the QBPOS orders that need to be refunded. Please tell me if I am missing something, but it seems this would make it a lot easier to filter these transactions from my analytics and I could probably set up my accounting software to not import from that location.

[Shay]

Hi @rlt125 

Great question! If you are creating draft orders in the admin you will want to use the tag option to filter these orders out since you can't point the draft order to a specific location for fulfillment. 

If you are using an app that allows you to create draft orders in the POS then that workflow might be different. But order tagging will be the fastest option for drafts in the admin. You can filter your orders view by orders with/without specific tags for quick filtering. 

[Jerry_Harris]

Please please add a way to make simple returns without referring to a past order. This is so simple. Creating an extra order will skew my books, making it look like I sold something and collected tax on something I've already accounted for - what a mess. A simple option for negative one on the POS sales receipt page would do it. 

Also, we use an external gift card service and put returned funds on an external gift card which serves as a store credit. Is there any way to do this in Shopify POS? I see the option to return to gift card, but is that some kind of internal shopify gift card or can that be an external gift card?

[Shay]

@Jerry_Harris 

Thank you for your feedback on handling returns from orders managed through an external POS system, I will add this to our feedback channel for our developers to consider. 

For gift cards, Shopify offers the ability to use gift cards in the Shopify POS system that are exclusive to the Shopify POS. They can either be digital or physical gift cards. At this time our gift cards cannot be reloaded. Additional credits would require additional gift cards issued to the customer. You will be able to see and manage all gift cards issued from within the Shopify admin under Products > Gift Cards.

• Shopify Help Center | Using gift cards with Shopify POS 

If you wanted to integrate a third party service for gift cards, you can definitely do that. 

[scubasubiker]

If you create a draft order and mark it as paid, does it it recreate a taxed sale again in QB? We already collected sales tax payable when we sold the item in QBPOS and paid sales taxes on it. Just checking becuase I’m sure no one wants to accrue more sales tax payable or sales income on a sale they already made.

[scubasubiker]

The above draft order process mentioned also does not work. It does not allow you to give the money back on a customers credit card or a new credit card, or give them cash back out of the register. We have been just having our bookkeeper cut them a check for it in QB, then editing the quantity on hand in shopify to deal with the issue of getting the item back into inventory.

[Shay]

Hi @scubasubiker 

I recommend chatting with our QB Migration phone support team for better clarification of this, but this is the confirmed mapping of what is sent from Shopify to Quickbooks in relation to a draft order:

1. Draft order is created = Sales Order created in QuickBooks
2. If the Draft order is marked as partially paid = Sales Order with Deposit created in QuickBooks
3. If the Draft order is marked as fully paid = Sales Receipt in QuickBooks

You can also check out the Glossary/Data mapping guide to see what gets sent over to QuickBooks and how it does so.