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Thank you for using the English version of the JTL-Guide!
We are currently still building up the English documentation; not all sections have been translated yet. Please note that there may still be German screenshots or links to German pages even on pages that have already been translated. This guide mostly addresses English speaking users in Germany.

Note: On 1 September 2024, JTL introduced new editions that bundle most of the previous individual services into different packages. In order for you to continue working as smoothly as possible, existing customers were automatically switched to the package configuration that best matched their existing contract. The individual packages differ in terms of limitations and/or range of functions. Therefore, some of the features described in the JTL-Guide may not be available to you as part of your booked JTL edition. You can change your package configuration in your JTL customer account. Find out more about the new editions and packages here. Check our FAQ for frequently asked questions about the product editions.

Contents

Carrying out returns/exchanges

Your task/initial situation

A customer contacts you and would like to return or exchange all the items they have purchased from you.

Requirements/Restrictions

For a return or exchange, you must return an receipt. For a user to be able to cancel a receipt, the Cancel receipts user right must be enabled. For more information on this topic, click here: Managing user rights.
If you would like a reason to be specified for each cancellation/return, define your own reasons in the menu under Settings > Reasons for cancellations/returns and enable them for the desired scope. For more information on this topic, click here: Managing reasons for cancellation.

Carrying out returns/exchanges

Tap on All receipts. You will see an overview of all previous receipts.
Select Paid to view the receipts for which a day-end closing has not yet been carried out. Select Completed to view older receipts. If needed, set a time range, e.g. This week.

Select the receipt in the list for which you want to carry out a return or exchange. You can now view the receipt in the receipt view.

Tap on the … Options button and from the menu select Return receipt. The Return receipt dialogue box will open.

If applicable, select a Return reason from the drop-down menu and specify the quantity to be returned.

Then, tap on the Return receipt button. A new receipt will be generated that displays all line items with a negative amount.

Detail: For legal reasons, it is not possible to edit a receipt. Therefore, a new receipt is created with the same line items and negative amounts.

If you would like to make an exchange in addition to the return, just add the items that your customer would like to purchase in place of the returned items by simply scanning or manually entering them. Read more on the topic here: Adding items to receipts.
To return the money to the customer, tap the Go to checkout button.

Receipt with negative amount: Select the payment method through which the amount is to be returned. When giving back the amount in cash, confirm the amount by tapping the CASH button. Depending on the settings, the receipt for the returned amount should be printed automatically.

Receipt with positive amount: Your customer still has to pay a certain amount. Collect the amount in cash or with card.

Please note: If the payment provider is connected to JTL-POS via the OPI interface, you can also refund the amount using the provider’s terminal as long as it supports this process. In this case, it is essential that the payment provider’s terminal supports this feature. For further information, contact your payment provider.

The return or exchange is now complete.