How No-Receipt Returns Work
A no-receipt return (sometimes called a blind return) refunds items that aren't tied to an original sale. You build the list of returned items yourself, choose how to pay the customer back, and the items go back into inventory.
Access requirements. By default, a manager has to enter their PIN before a no-receipt return can start. Admins can change this to "Cashier PIN" or "Always allowed", or turn it off entirely, from the "No-receipt refund" permission in Back Office. On the register, the cart must be empty and a cash drawer must be open before you can start any return.
Returns stand on their own. A no-receipt return can't be mixed with a sale. You can't add sale items to a return, and you can't start a return while items are in the cart.
Pricing. Each item is refunded at its regular retail price. Automatic promotions, like bundles or buy-one-get-one deals, and tax are applied the same way they would be on a sale. Manual discounts can't be added to a return.
Restocking. Every returned item goes back into inventory by default. Turn off "Restock?" for any item that can't be resold, like something damaged or spoiled.
Every return is logged. Each completed no-receipt return shows up in Back Office's exception log as "No-Receipt Refund Created", along with the employee who processed it.
Note: Items you add to a no-receipt return aren't saved until you tap "Add items to return." Closing the return window before then discards the whole return.
Setting Who Can Approve No-Receipt Returns
You only need to do this if you want something other than the default, which is a manager PIN. You'll need the "Settings" permission set to "Full access" in Back Office. With "View-only" access you can see these options but can't change them.
Step 1
In Back Office, click "Settings" in the left-hand menu, then click "Devices."
Step 2
Click the "Settings & permissions" tab.
Step 3
If you have more than one store, use the dropdown on the right side of the box at the top of the tab to choose "Default settings" (applies to every store that hasn't been customized) or a specific store.
Step 4
Under "Transactions," find the "No-receipt refund" row and choose one option:
"Disabled" hides the no-receipt option on the register entirely.
"Always allowed" lets anyone start a no-receipt return without a PIN.
"Cashier PIN" asks for the PIN of any employee with a register role.
"Manager PIN" asks for a manager's PIN. This is the default.
Step 5
Click "Save." Registers usually pick up the change within a minute or two, but it can take up to about 20 minutes.
Starting a No-Receipt Return
Before you start, make sure the cart is empty and a cash drawer is open. If no drawer is open, the main button on the sales screen reads "Go to cash drawers" instead.
Step 6
On the register's sales screen, tap "Return."
Step 7
A window opens asking you to scan the receipt. Since the customer doesn't have one, tap "Start a No-Receipt Return."
Step 8
If the register asks for a PIN, have a manager enter theirs. You'll see "Authorization required — Enter your PIN to continue."
Adding Items to the Return
Step 9
In the "No-receipt return" window, scan each item's barcode, or type the item name, SKU, or UPC into "Search or scan for an item" and tap the right result. If one barcode matches several items, pick the correct one from the list that appears.
Step 10
Adjust the quantity of each item with the plus and minus buttons. Scanning or adding the same item again also adds one more. The minus button stops at 1. Use the trash icon to remove an item.
Step 11
For any item that shouldn't go back on the shelf, turn off "Restock?" To remove an item you added by mistake, tap the trash icon on its row.
Step 12
Check the return total at the bottom of the window, then tap "Continue."
Step 13
Review the "Items to return" list. If anything is wrong, tap "Edit items" to go back.
Step 14
Optionally, pick a reason from "Return reason (optional)" and add anything else under "Notes (optional)." The reasons are "Damaged or spoiled," "Incorrect item(s)," "Pricing error," "Changed mind," "Unused / excess product," and "Other."
Step 15
Tap "Add items to return." The items appear in the cart with a negative total.
Making Changes Before You Refund
Once the return is in the cart, you can still change it before you pay the customer.
Tap "Edit refund" to reopen the return window and add, remove, or adjust items. If you close the window without tapping "Add items to return," your changes are undone.
Tap an item in the cart to change its quantity. Setting the quantity to 0 removes the item.
If custom pricing is turned on for this register, you can also tap "Set price" to change an item's refund amount. Every price change is recorded with the return.
Tap "Clear returns," then "Clear order," to cancel the whole return.
Important: Once a refund payment has been applied on the checkout screen, "Back to order" is grayed out and you can't change the items. To make changes, tap "Remove" next to the payment first. Never do this for a card refund that has already gone through (see "Refunding the Customer").
Refunding the Customer
Step 16
Tap "Refund" (the button shows the refund amount, for example, "Refund $24.99").
Step 17
Under "Refund method," choose how to pay the customer back. Because there's no original sale, there's no option to refund to an original card. You'll see the payment types your store accepts, for example:
"Cash." The cash drawer opens once the refund is complete so you can hand the customer their money.
"Card." Only available on Adyen card readers. "Manual credit card," for keying in a card number, may also appear and can ask for a PIN.
"Gift card." Scan the card, or type its number and tap "Look up." If the card isn't registered yet, you'll see "Activate gift card?" Tap "Activate" to load the refund onto it.
"House account." This may be under "Other payments." Add the customer to the order first. The refund goes onto their account and can take their balance below zero.
"Points." Add a customer who's in your loyalty program first.
"Check" and any other payment types your store uses appear under "Other payments."
Step 18
Tap the refund button. For a house account it reads "Refund $X to house account"; for everything else it reads "Refund $X." For a card refund, have the customer tap, insert, or swipe their card on the reader when prompted.
Important: Make sure the items and amount are right before you tap this button. It sends money back to the customer.
If you're splitting the refund across more than one payment type, repeat Steps 17 and 18 until nothing is left under "Due to customer."
Important: Once a card refund has gone through, don't remove it from the payment list. Removing it doesn't take the money back off the card, so refunding again would pay the customer twice. If something needs to change, contact Scotch support.
Step 19
On the "Refund complete" screen, you'll see "Refund complete!" Tap "Print receipt" if the customer wants a receipt, then tap "New sale" to get back to selling.
What It Looks Like at the Register
When you tap "Return," the register asks you to "Scan the receipt to load the original purchase" Below that, under "Don't have the receipt?", you'll see "Look up in transactions" and, if no-receipt returns are allowed, "Start a No-Receipt Return."
If you don't have permission, the PIN prompt shows "Insufficient permissions" after your PIN is entered, and a manager needs to enter theirs instead.
If a barcode isn't in your catalog, you'll see "Item not found — No item matches that barcode. Scan another item or search for one above."
If you try to add a sale item to a return, you'll see "Items can't be added to a return."
During a return, each item in the cart has a return icon next to it and the total is negative. The hold and discount buttons aren't available until the return is finished or cleared.
Troubleshooting
The "Return" button doesn't appear: The cart must be empty for "Return" to show. If the cart is empty and the button still isn't there, returns from the sales screen aren't turned on for this account yet. Contact Scotch support.
"Return" appears, but "Start a No-Receipt Return" doesn't: Either the "No-receipt refund" permission is set to "Disabled" in Back Office (see Step 4), or no-receipt returns aren't turned on for this account yet. Check the permission first, then contact Scotch support.
You changed the "No-receipt refund" setting but the register still behaves the old way: Registers can take up to about 20 minutes to pick up permission changes. Wait, then try again.
"Return" is grayed out: Open a cash drawer first, then try again.
"Back to order" is grayed out on the checkout screen: A refund payment has already been applied. Tap "Remove" next to the payment, then go back. Don't remove a card refund that has already gone through. Contact Scotch support instead.
The "House account" option is grayed out: No customer is on the order, or the customer doesn't have a house account. Add the customer to the order first.
The card option is missing: Card refunds without a receipt only work on Adyen card readers. Use another refund method.
A card refund shows "Card declined," "Operation cancelled," or "Card read error": The refund didn't go through. Try the card again, or choose another refund method.
Scanning items into the return or editing items afterward doesn't work: These need ScotchPos version 3.1 or later. Update the register's app.
"Set price" is grayed out: Custom pricing is turned off for this register.