thread Add exchange feature please in Archived Discussions (Read Only)

How can I do a return without receipt?

julzanimalhouz — Sun, 11 Nov 2018 19:06:41 GMT

The title of this thread has been edited from the original: Return without receipt

As a retail store I sometimes need to return and/or exchange an item. Although we do have a policy that states returns are required we sometimes to do waive this policy and do the return without the receipt. How do I do a return when I don't have any idea what transaction the purchase was on? We typically enter a customers name/phone number and can find the transaction but there are times when we simply do not have that information.

Re: Return without receipt

katieand — Fri, 29 Jun 2018 16:48:18 GMT

Hi @julzanimalhouz - If you're using Square Stand or POS, you can look up the transaction by entering the full card number or swiping the card. That should bring up the purchase history of that card with your business.

You can also look up transaction history with the last four digits of the card in your Dashboard.

Re: Return without receipt

yolandas — Sat, 28 Dec 2019 16:34:20 GMT

What if we don't have a card number either? The item was given as a gift.

Re: Return without receipt

Kassi_ — Mon, 30 Dec 2019 16:55:48 GMT

Hi @yolandas -

You can search the date or amount of the purchase to narrow it down on your Reports, since you do not have the card number.

Re: How can I do a return without receipt?

ftbusiness — Tue, 11 Feb 2020 15:49:57 GMT

I have this exact same question. We are a small business (42 years in business) in a small town and we do get returns of items that the customer received as a gift. We do not always know the giver's name, credit card information or the date it was purchased. We will accept the return without receipt and they can use the value for store credit or gift card. This type of customer service is key to small businesses like ours making it 42 years...especially with the online shopping that has taken over! In addition, the item returned needs to be put back into inventory (without asking EVERY employee to go edit the items in inventory...dangerous!). It seems at Checkout or under Transactions there should be an option to EXCHANGE without receipt so the item goes back to inventory, then issue/sell a "gift card" for the value or use value towards another item the customer chooses that day.

Re: How can I do a return without receipt?

isabelle — Wed, 12 Feb 2020 21:43:57 GMT

Hey @ftbusiness-

Thanks for adding some input into this thread, and congrats on your long-running business!

Processing exchanges, and replenishing the inventory through the exchange is a feature we provide with Square for Retail, but not for standard Square POS, as it is primarily a retail feature.

I am sorry you're having a hard time locating the original transaction for the gift card purchases. I am trying to think of a workaround, but at the moment it would be difficult to locate the transaction without a name, date, or amount. I will make sure to follow up in this thread if I come up with anything. Thanks again for taking the time to contribute your thoughts on this.

Re: How can I do a return without receipt?

MichiganFarmsta — Thu, 13 Feb 2020 13:54:27 GMT

One thing that really bothers me about square. "Let me suggest a time consuming work around". When I need to do an exchange or refund I often do not have a receipt or Credit Card! And with 300 to 500 transactions per day, its tough to find a transaction from yesterday, let alone last week.

This is one place a cash register worked better than the Square point of sale. On a cash register I type in the amount, press the refund, and select the item.

Re: Return without receipt

MichiganFarmsta — Thu, 13 Feb 2020 13:57:36 GMT

Try doing this search when you have 300 to 500 transaction per day! That is 20 transactions on a slow hour to over 60 on busy hour. It is not practical to do

Re: How can I do a return without receipt?

Scarpaalta — Sat, 25 Jul 2020 17:56:13 GMT

We need to be able to search an item under transaction, it would be much easier to narrow down receipts that way.

Re: How can I do a return without receipt?

SoulChic — Thu, 10 Sep 2020 00:23:34 GMT

So, as already mentioned, the only way to do this is to give their customer the full price of the item, even if the gift giver didn’t pay full price for it (sale, discount code, etc.) and then manually add it back in inventory. Also mentioned is the problem of letting employees edit inventory, but also we could be refunding/exchanging for more than what was paid.

Also, we are a “green store” and contactless, so no paper receipts. So gift givers don’t have an option for a gift receipt! Ugh.

Re: How can I do a return without receipt?

Abigails_stl — Tue, 29 Dec 2020 17:35:25 GMT

Has anyone figured this out yet? We have too many transactions to go through every single one to find the one for the return. We are a gift store, but many customers do not give the gift receipts we offer and when someone brings one if for a return, there is no way to refund the money through the system. Even with the new search feature of looking up by item. We sold over 300 of one item this year... not going be able to narrow that down. There should just be a button on the the main screen "Return/Exchange" that works the reverse of a sale. This is my biggest complaint with Square for Retail. All other systems we have used in the past had this feature.

Add exchange feature please

LQBS — Sat, 09 Jan 2021 23:17:59 GMT

Please add the exchange/return feature to square stand POS system. This would be extremely helpful as we expand our businesses to try and survive during this difficult time.
thank you

Re: How can I do a return without receipt?

AudreyP — Wed, 27 Jan 2021 18:54:40 GMT

Absolutely! I have NEVER used a POS system without this functionality. Hey Square, where are you guys on this? You do updates aaaaallll the time. Why not this one?

How do I return an item w/o a transaction on record?

mjmathias — Sat, 27 Feb 2021 17:45:18 GMT

We need a simpler way to return or exchange items without going into the transactions tab. The transaction recall is neat and useful but a basic return/exchange option is needed.

Re: How do I return an item w/o a transaction on record?

JustinC — Sat, 27 Feb 2021 18:21:30 GMT

Only way is though transactions for now. Sorry about that. @mjmathias

Re: How do I return an item w/o a transaction on record?

Abigails_stl — Mon, 01 Mar 2021 17:19:09 GMT

This is pretty unacceptable... The complaints on this stretch back to 2018, and that's just on this thread. I realize that Square for Retail isn't the largest chunk of your business and most trouble shooting time goes to issues for restaurants, but come on. This doesn't seem like it is a hard problem to solve... Snap Retail and NCR Silver literally have a button on the front screen that says "return/exchange". No looking up customers, no looking up items. Its super simple and a big time saver. I changed over to Square because all of your products are integrated, which is nice, but I was also told that Square is responsive to complaints and fixes issues. Please please fix this.

Re: How can I do a return without receipt?

WOOF — Wed, 21 Apr 2021 21:15:44 GMT

We switched over to Square recently after 15 years with QB POS. We couldn't bring any of our clients' legacy data, and now, when they need to return an item that we know they had previously bought from us, we have no way to issue a credit or refund? Refunds are among the most basic of sales and POS functions. Why would you make this basic transaction such a difficult process?

Re: How can I do a return without receipt?

Laurenc06 — Thu, 17 Jun 2021 17:20:52 GMT

Why won't they fix this or respond to us at least?

Re: How can I do a return without receipt?

bradrsi — Fri, 17 Dec 2021 20:03:27 GMT

This feature still isn't available in Square Register?

Re: How can I do a return without receipt?

Ria — Sun, 19 Dec 2021 16:55:12 GMT

Hi @bradrsi - Welcome to The Seller Community, it's always nice to see a new face 😊

Great Question.

I can totally see the need for a feature like this and how beneficial it could be for customers and sellers. I'll be happy to move this over to a feature request board so that our engineers have visibility of your suggestion. We appreciate you sharing your request. While there is no time frame for when it will be implemented, i'm happy to make sure our engineers have eyes on your request.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨