LOUcommerce: Online Order Returns

When a Customer wants to return something they ordered online, you can process a return two ways: through LOU Retail POS or through LOU Web.

Return in LOU Retail POS

This is the easiest, most straightforward way to post a return. You will not have a receipt to scan for the return. However, you can use By Customer to process the return with Customer History.

See Post a Return in LOU Retail POS for additional information.

1. On the Dashboard, tap Return
2. Select By Customer
3. Search the Customer and Select
4. Purchase History – use the Date and Search fields to locate the products you want to return and click the toggle to select.
5. Once all SKUs you wish to return have been toggled, click Return
6. Confirm the Quantities you want to return
7. Click Return
8. Click Pay
9. Ideally, you should always refund to the same payment method used for the Sale unless you’re processing as Account Credit. Choose Credit and have the Customer dip/swipe the same credit card used for the Sale or choose Account to post an Account Credit for future use.
   1. REMEMBER! Customers cannot use Account Credit for online orders. Account Credit can be used for LOU Web and LOU Retail POS orders.

Once the Return transaction has been complete, all appropriate updates will occur to the Inventory counts, Customer History, and GL.

Return in LOU Web

When processing returns in LOU Web, you must create a Return Sales Order. To create an audit trail, it’s a good idea to have the original Sales Order for reference. To find the Order quickly, do the following:

1. Go to Customer Profile
2. Search and Select the Customer
3. Go to Sales Orders
4. Go to Orders Completed
5. Filter for Sales Orders, enter the date range for the Order, filter for Department that accepts Online Orders, and search for Orders with the Document Type associated with your Online Orders.
6. Make note of the Sales Order ID so you can include it in your notes on the Return Sales Order.
7. Go back to Sales Order Search
8. Go to Sales Orders Pending
9. Click Create
10. Complete the process to create a Return Sales Order
11. Invoice the Sales Order which will create a negative Invoice.
12. Click Payment on the Invoice Profile to post a Refund Payment.
13. If you are refunding the credit card, make sure you use the same card that was used for the sale. You will need to get this information from the Customer because credit card payments are fully encrypted and you cannot access full credit card information for transactions posted via LOUcommerce, LOU Retain POS, or LOU Web.
    1. If you prefer to give Account Credit for returns, be sure you have created a Store Credit Other Payment Method and use this to post the Payment.
    2. REMEMBER! Customers cannot use Account Credit for online orders. Account Credit can be used for LOU Web and LOU Retail POS orders.

Once you Invoice the Return Sales Order and process the Refund Payment, all appropriate updates will occur to the Inventory counts, Customer History, and GL.