Manage Returns & Exchanges in Point of Sale

Point of Sale provides flexible return options, including Buy Online Return In Store (BORIS), appeasements, and No Receipt Returns (NRR), to meet customer needs. Point of Sale also validates refunds to prevent fraud. Shoppers can return and exchange products at the point of sale (POS).

• Processing BORIS (Buy Online Return In-Store) Returns in Point of Sale
  Point of Sale offers flexible methods for processing BORIS returns, including referenced and unreferenced refunds, and tender remapping. These options are tailored to merchants using SPIs, Salesforce Order Management, or NetSuite connectors, ensuring alignment with specific business needs.
• Configure a Separate Order Controller for Buy Online Return In-Store (BORIS) Orders
  Set up an external controller for Point of Sale BORIS orders. You can still use Salesforce’s order management system for all in-store orders. You can have a separate ecommerce controller and still process BORIS returns as receipted and referenced.
• Configuring Appeasements on the POS App
  Store associates can provide a partial refund to provide appeasement to the customer at the item or order-level (for any reason, for example such as a price match, delayed shipment, damaged item, poor customer experience, or overcharge). If appeasements are enabled and configured in Point of Sale CMS, associates can modify an order via Order History on the POS app and start the appeasement flow.
• No Profile, No Card, No Receipt Returns (NRR) in POS
  Allow returns for customers who don’t have a purchase receipt or a customer profile. No Profile, No Card, No Receipt Returns (NRR) in Point of Sale are performed at the lowest historical price and only if the returning item is still available in the system.
• Offline Returns in the POS App
  The POS app allows orders to be returned in offline mode. An order can be returned by scanning the order receipt or if the user doesn't have the receipt for the order, the return can be started by scanning the item directly.
• Returns & Exchanges in Point of Sale
  Shoppers can return and exchange products in the POS app. Exchanges are defined by any return transaction that also includes a sale.
• Supported Functionalities by Edit Order Types
  POS app supports order edits and appeasements, each with its own set of functionalities. This table outlines the supported features for each type of order edit.
• Validating Refunded Amounts via Adyen Refund Webhooks
  Point of Sale implements a validation system to block multiple fraudulent refunds tied to a specific order number. This validation uses Adyen's refund webhooks to confirm the success of refunds. All refunds (referenced and unreferenced) are validated via these webhooks.
• Refund Validation Limitations in POS
  Review these limitations for validating refunded amounts via Adyen Refund Webhooks in Point of Sale.