In short: A return is goods a customer brings back after buying them. The refund is the money that goes back to them in cash or as store credit, and the item returns to stock if it can be resold.
The full guide: Returns and credit notes
A return is any item a customer brings back after buying it, whether it is faulty, they changed their mind or they picked the wrong size. It usually comes with a refund, an exchange for something else, or store credit to use later. Every shop has its own returns policy, and it helps to have it written down where customers can see it before they pay, on the receipt or by the till.
At the till, a return starts from the original invoice. The cashier finds it by number or date, selects the returned items, the quantities and the reason, then chooses how to refund. The software takes the amount off the shift's sales and puts the item back into stock, and if the shop is connected to JoFotara the return goes there as a credit note linked to the original invoice.
Refund, store credit or exchange?
| Method | What happens | When it fits |
|---|---|---|
| Cash refund | Money leaves the drawer and the item goes back to stock | A faulty item, or when your policy allows returns |
| Store credit | The amount stays with the customer to spend later | When you would rather not pay cash out of the drawer |
| Exchange | The item comes back and a new sale starts with its value, so the customer pays only the difference | Another size or colour of the same item |
| Void the receipt | A receipt entered by mistake is cancelled shortly after it was issued | A keying error at the till, not goods coming back |
How to stop fake returns
Returns are the easiest door to fraud: a fake return takes cash out of the drawer while nothing comes back. Tie every return to a real invoice, limit returns to staff with permission, and review returns each week by employee. Opened food or cosmetics may not be resellable at all.
In Ghalleh only staff with the permission can process a return, it always starts from the original receipt, and you can be notified on your phone for each one. The money goes back in cash or stays as store credit the customer spends at payment, and an exchange takes the piece back and starts a new sale with its value.
A shop example
A customer at a clothing shop in Sweifieh buys a dress for JOD 45.000, then comes back to swap it for a smaller size at the same price. The cashier records an exchange: the first size comes back and the second is sold. The cash in the drawer does not change, but stock is corrected for each size.
Common questions
Does a shop have to accept returns?
It depends on the shop's policy and the condition of the goods, with consumer rights to consider when an item is faulty. Write your policy clearly on the receipt or near the till.
What is the difference between a refund and a credit note?
The refund is the money going back with the returned goods. The credit note is the accounting document that reduces the original invoice, and it goes to JoFotara when the shop is connected.
How do I record an exchange for a different item?
Record a return for the first item and a sale for the second. If the prices differ, the customer pays the difference or gets it back.