Note: Returns to Flexible Spending Accounts (FSA), i.e.. FLEX cards, are not supported in Paladin.

When a customer returns an item, Paladin can verify the purchase and add the original invoice number to the return invoice.

Original invoice number on the return invoice
Figure 1: Original invoice number on the return invoice

This article provides instruction and information on the following:

How to set up for return items

To set up Paladin to verify the purchase of a returned item and add the original purchase invoice number to the return invoice:

  1. In Paladin, from the main menu, select File > Setup.
  2. Select the Invoice (Store) tab.
  3. In the Invoice pane, check Capture Return Item Invoice Number.
  4. Click Save, then click Close.

Back to Top

Signatures and Customer Info on Returns

Lightly documented customer returns are a risky item for any store. Customer returns are a common mechanism used in employee theft of your cash, but an increasing risk is from your State’s sales tax collection department. We have seen several attempts by state government to disallow the sales tax credit from returned sales. The State’s arguments have centered on lack of adequate proof that the return is “real.” This is an issue if you don’t have any customer data or a signature.

Paladin offers protection from both of the above risks. You may enable a feature that collects not only customer data on returns, but a signature as well. If a return sale customer doesn’t have an account with you, the Additional Customer Info Required window opens in the payment wizard process. Here you may collect customer name and further ID as may be required.

Additional Customer Info Required window
Figure 2: Additional Customer Info Required window

To set the requirement for signatures and customer information on returns:

  1. In Paladin, from the main menu, select File > Setup.
  2. Select the Invoice (Store) tab.
  3. In the Invoice pane, check Require Signature for Returns.
  4. Click Save, then click Close.

Back to Top

How to set manager approval for returns

This store specific control allows you to add real-time oversight to product returns. You can require that cashiers get manager approval when a product is returned. A note indicating which manager approved the return will be added to the invoice.

To enable this feature:

  1. In Paladin, from the main menu, select File > Setup.
  2. Select the Company tab.
  3. In the Manager Approval Required pane, check Returns Require Manager Approval.
  4. In the Require Manager Approval for Returns Over $ field, enter a dollar threshold to exclude small returns from requiring a manager’s approval.
  5. Click Save, then click Close.

This feature is presented to the cashier at the beginning of the payment wizard screens at checkout. To conclude the sale, a manager must enter their four digit password in the request box. The sale is concluded noting that manager ID # YYY approved the return.

Back to Top

How return items function works

In many stores, a cashier scans the return item and types a quantity of -1. This process does not guarantee that the item was purchased at your store or that the refund price is equivalent to the paid price. To prevent loss from occurring, you can recall all transactions.

Important: Expected behavior on rounding on returns:

  • If a customer purchases 3 items for $10, then returns all 3 items, $10 will be refunded.
  • If the customer returns 2 of the items, $6.66 will be refunded. If the last (third) item is returned on the following day, $3.33 will be refunded.
  • Because of the way Paladin handles rounding, the discrepancy of $0.01 is expected.
  • To receive the full amount, all items purchased must be returned together.

When you turn this feature on, each time you accept a return-to-stock item, Paladin attempts to verify that the invoice number referenced with this return exists and that it includes the item. Once the purchase is verified, a note with the original invoice number is added below the returned item on the invoice. How Paladin obtains the original invoice number depends on how you add the returned item to the invoice: 

Back to Top

Purchase verification when you add an item to an invoice directly or from Advanced Lookup inventory search results

In the Invoice/Quote module, when you add a return either directly to an invoice or from Advanced Lookup search results, a Return Item Invoice Number window opens and asks you for the original purchase invoice number.

Return Item Invoice Number request window
Figure 3: Return Item Invoice Number request window

When you scan the barcode on the bottom of the original invoice or manually enter the invoice number, Paladin verifies that the invoice exists and that it includes the returned item. If the purchase is confirmed, the original invoice number is added to the new invoice.

Original invoice number added to the new invoice
Figure 4: Original invoice number added to the new invoice

Similarly, if you use the Advanced Lookup inventory search to find and add returned items to an invoice, a Return Item Invoice Number window opens for each returned item.

Return Item Invoice Number window in Advanced Lookup
Figure 5: Return Item Invoice Number window in Advanced Lookup

After the invoice and purchase for each returned item is verified, the original invoice number is added to the new invoice.

Original invoice number added to the new invoice
Figure 6: Original invoice number added to the new invoice

When purchase verification fails because the invoice number you entered in the Return Item Invoice Number window is not found, or if the part number is not on the original invoice, a *Invoice Number Not Found message is displayed.

Invoice Number Not Found alert
Figure 7: Invoice Number Not Found alert

If you click Cancel in the Return Item Invoice Number window, and proceed with the return, a note that this step was skipped is added to the return invoice.

Note that Original Invoice step was skipped added to the return invoice
Figure 8: Note that Original Invoice step was skipped added to the return invoice

If there are good reasons to continue without purchase verification, you can include additional details on a separate Notes line.

Back to Top of Section

Purchase verification when you add a returned item to an invoice from Advanced Lookup sale history search results

In the Advanced Lookup search window, on the History tab, you can use the Invoice option to search for an invoice and display the items from that sale. If you return an item from this view, the original invoice number is automatically included on the new invoice.

Original invoice number included on the new invoice
Figure 9: Original invoice number included on the new invoice

Similarly, you can use the Part or Part+Customer options to display an item’s sale history that includes invoice numbers. When you start the return process for a specific purchase, the original invoice number is also included. If you do not have the original invoice or invoice number, you can use this method to find and verify the purchase.

When the return is complete, the receipt displays the original invoice number. 

Receipt displays the original invoice number
Figure 10: Receipt displays the original invoice number

Back to Top of Section

Back to Top

Customer not in database

If the customer is not in your database, follow one of these procedures:

No Receipt Receipt
  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. Click F1 Advanced Lookup.
  3. Click the History tab.
  4. Enable Part.
  5. Scan the part UPC code or type the part number.
  6. Select the correct item by verifying the price paid and the date purchased.
  7. In the Quantity box, enter -1, then press Enter.
  8. Click F8 Add items to Invoice.
  9. Complete the transaction.
  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. Click F1 Advanced Lookup.
  3. Click the History tab.
  4. Scan the receipt barcode or type the invoice number.
  5. Select the returned item.
  6. In the Quantity box, enter -1, then press Enter.
  7. Click F8 Add Items to Invoice.
  8. Complete the transaction.

Back to Top

Customer in database

If the customer is in your database, follow one of these procedures:

No Receipt Receipt
  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. Enter the customer’s name or account number, or press F1 to search for a Customer.
  3. Select the customer account, then click F1 Advanced Lookup.
  4. Click the History tab.
  5. Enable Part + Customer.
  6. Scan the part UPC code or type the part number.
  7. Select the correct item by verifying the price paid and the date purchased
  8. In the Quantity field, enter -1, then press Enter.
  9. Click F8 Add Items to Invoice.
  10. Complete the transaction.
  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. Enter the customer’s name or account number..
  3. Select the customer account, click F1 Advanced Lookup.
  4. Click the History tab.
  5. Scan the receipt barcode or type the invoice number.
  6. Select the returned item.
  7. In the Quantity field, enter -1, then press Enter.
  8. Click F8 Add Items to Invoice.
  9. Complete the transaction.

Back to Top

How to view return items

In Paladin, you can research return functions on:

  • All items on a particular invoice
  • All items purchased by a specific customer
  • All sales of a single part number for this customer
  • All sales for all customers

To use this function:

  1. In Paladin, from the top ribbon, select the Invoice/Quote module.
  2. On the bottom ribbon of the module, press F1 Advanced Lookup.
  3. Select the History tab.
  4. On the top of the window there are radio buttons that can be enabled to define your search parameters:
      • Invoice
      • Part
      • Part + Customer
      • Invoice Reprint

When any of the part number lookup options is chosen, the part number, description, SOH, and current retail price of this part number are displayed in the search box header. 

The function of the Quantity field remains unchanged. A negative quantity returns the product to the store (all four radio button modes). A positive quantity buys product from the store (Invoice mode only). 

Back to Top

How to use Advanced Lookup to process returns

You can use Advanced Lookup to process a return for a customer.

Note: This process requires the invoice number from the original sale. For instructions on how to find an invoice in Paladin, refer to the Advanced Lookup KBA.

1. In Paladin, on the top ribbon, select the Invoice/Quote module.
2. On the bottom ribbon of the module, select F1 Advanced Lookup.
3. Select the History tab.
4. Enter the invoice number in the Invoice box, then click Find >>. The window opens displaying a line-by-line detail of all items purchased on the invoice.
5. Type a negative quantity into the box for each item that the customer wants to return.
6. Select F8 Add Items to Invoice.
7. In the Invoice/Quote tab, select F8 Checkout.
8. Select the appropriate payment type to complete the return.

Note: For instruction on processing defective returns, refer to the Defective items KBA.  

Back to Top

How to process a return by using a barcode on a receipt

You can scan the barcode on a receipt for the following purposes:

    • Create a new invoice based on the original receipt
    • Return a product
    • Sell an item at the original price
    • Sell more quantities at the original price

To process a return using a barcode on a receipt:

  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. On the bottom ribbon of the module, click F1 Advanced Lookup.
  3. Click the History tab.
  4. Scan the barcode or enter the invoice number, then click Find.
  5. In the Qty column, enter an amount for each item that you want to add or subtract.
    • To add items to an invoice, enter positive quantities.
    • To subtract items from an invoice, enter negative quantities.
  6. Click F8 Add Items to Invoice.
  7. Complete the transaction.

Back to Top

How to issue a gift card for a returned item

  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. Scan the returned item.
  3. Under Quantity, enter -1 for each returned item.
  4. Scan a gift card.
  5. Under Price for the gift card, enter the total dollar amount of the returned item(s).
  6. Click Checkout.
  7. Click Cash, then press Enter.
  8. Swipe the gift card to activate it.

Back to Top

How to mark a returned item as defective

Note: If you or a customer find a defective item before it has been purchased, you must sell the item before you can follow this procedure.

  1. In Paladin, on the top ribbon, select the Invoice/Quote module.
  2. On the top left of the line item, check Def.
  3. Scan the defective item. In the Quantity box, -1 will appear.

Note: If more than one of the same item is being returned, change the amount in the Quantity box. To search with Advanced Lookup, select the Def check box first.

  1. On the bottom ribbon, click Checkout.
  2. Complete the transaction process.

Back to Top

If you have questions or suggestions about this information, contact support@paladinpos.com.

*Content is subject to change. For the most recent version, visit the Help Portal.
Printed on: 5/24/24