Module 11 · Specialist · 9 min read

Hold, refunds, voids and exchanges

You will be able to: Hold and recall a cart; Refund goods with a reason, an action and a manager approval; Choose between a void, a refund and an exchange.

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Not every customer finishes at the till. Hold (F8) saves the current cart and clears the screen for the next customer. Recall lists the held carts with their number of lines and the time held; click one to bring it back. The cart on screen must be empty first. Held carts are stored on this PC only and post nothing.

The POS with a cart on screen and the Hold and Recall buttons at the bottom of the cart.

Hold parks a sale; Recall brings it back.

Hold parks a sale; Recall brings it back.

Refunding goods

  1. Press Return (F10). A red bar reads RETURN MODE.
  2. Scan the items the customer brings back, as for a sale.
  3. Choose a Reason (Customer Return, Damaged, Wrong Item, Price Correction or Warranty) and an Action: Restock puts the items back in stock, Scrap refunds the customer without returning the items to stock.
  4. If you have the receipt, type its number in Receipt No. Last fills in the most recent one.
  5. A manager types their username in Manager and their POS PIN in PIN. They do not have to be signed in.
  6. Press REFUND (F9), choose how the money goes back and press FINALIZE REFUND.
The POS Return dialog opened from the bottom row to refund goods against an earlier receipt.

Return: find the receipt, then pick the lines that come back.

Return: find the receipt, then pick the lines that come back.

A refund posts a Sales Return, a credit note numbered like CN-00001. The sale and its VAT are reversed and the money is credited to the payment mode. When you give the original Receipt No, Zeyto will not refund more of an item than was sold on that receipt. Return mode stays on after a refund, so press F10 again before the next sale.

Partial refundA customer bought 5 units at AED 20.00 with 5% VAT (AED 105.00 in total). She returns 2 units. The refund is 2 × 20.00 = 40.00 plus VAT 2.00, so AED 42.00 goes back. Choosing Restock returns 2 units to stock.

Both the signed-in cashier and the approving manager need the right to refund (pos.refund) or the Admin role, and the manager needs a POS PIN.

Voiding a receipt

Void cancels a wrong receipt and reverses everything it posted, stock and VAT included. Type the Receipt No, choose a Reason (Wrong Bill, Customer Changed Mind, Payment Entry Error, Duplicate Receipt or Cashier Mistake) and have a manager approve with their username and POS PIN. A void works only on a receipt of the shift that is open now; for an older receipt use a refund. The Z report then leaves the voided receipt out.

The POS Void dialog opened from the bottom row to cancel a receipt.

Void: cancel a receipt that should not have been made.

Void: cancel a receipt that should not have been made.
Watch outChoosing the wrong tool changes the books differently. A void removes the original sale as if it never happened. A refund keeps the sale and posts a credit note after it.

Exchanges

The Exchange button handles a customer who swaps goods in one visit. You pick the original receipt, the lines coming back and the new lines. Zeyto posts one flow: a POS return of the old lines plus a POS sale of the new lines. The customer settles only the net difference, and the drawer moves by that difference. Like a refund, an exchange needs the server and a manager PIN, and it is never queued.

The POS Exchange dialog opened from the bottom row to swap goods on an earlier receipt.

Exchange: goods back, other goods out, one document.

Exchange: goods back, other goods out, one document.
Exchange netThe customer returns a AED 60.00 item (before VAT) and takes a AED 80.00 item. With 5% VAT the return is 63.00 and the sale 84.00. The customer pays the net AED 21.00.
TipRefunds, voids, exchanges and the drawer all need the server. Sales, held carts and cash movements within the manager limit keep working offline.

Try it in the demo

  1. In the demo till add an item and press Hold (F8). Press Recall and bring it back.
  2. Press Return (F10), read the red RETURN MODE bar, and look at the Reason and Action choices. Press F10 again to leave.
  3. Press Void and read the reasons offered; do not complete it unless you want to test with a manager PIN.
  4. Open Sales ▸ Returns to see where till refunds appear as credit notes.
Open the live demo

Public demo company, sign in as admin / demoAdmin123. Data refreshes nightly.

Key takeaways
  • Hold saves a cart on this PC; Recall brings it back.
  • A refund posts a credit note; Restock returns items to stock, Scrap does not.
  • A void works only on a receipt of the open shift and reverses everything.
  • An exchange is a return plus a sale; only the net money moves.

Check yourself

5 questions on this lesson. Not timed, not the exam, and you can try again. Score 60% or more, and read the lesson, to complete it.

1. What does the Action Restock do on a refund?

2. A customer bought 5 units at AED 20.00 (5% VAT) and returns 2 units. How much is refunded?

3. Until when can a receipt be voided at the till?

4. Which POS actions need the server and cannot be queued offline?

Select all that apply.

5. A customer returns a AED 60.00 item (before VAT) and takes a AED 80.00 item in an exchange, VAT 5%. What does the customer pay?

Previous: Taking payment, change and receiptsNext: Cash control and closing a shift

Practice questions for this module · Printable study sheet