# Refunds and returns Find a completed sale, choose the lines coming back, add exchange items, and pay the money out to the original method or onto a gift card Source: https://getolet.com/resources/help/selling/refunds-and-returns/ Updated: 2026-10-15 A refund starts from the original sale, not from a blank screen. You find the sale, say which lines are coming back, add anything the customer is swapping to, and then pay the money out. Every refund runs through the same steps whichever screen you started on, so what follows applies to all of them. ## Find the sale and start the return 1. Open **Sales History** from the menu. 2. Find the sale. Search by the customer, or type the receipt number into **Receipt #** and select **Search**. 3. Tap the row. 4. Select **Return**. A return pays money out of the drawer, so the register has to be open. If it is closed, selecting **Return** shows "Register is closed" and "Open the register to process a refund." The return screen itself also shows **Register is closed**, with an **Open register** button. **Return** is grayed out on a sale that has already been fully refunded or voided, and on a refund itself, because a refund cannot be returned. It is also grayed out if your role does not include processing refunds, and the row says so. If **Sales History** is not in your menu at all, your role does not include refunds. Refunds start by finding the sale, so the two go together. ## Choose what is coming back OLET fills the return with every line from the original sale that has not already been refunded, each at its full remaining quantity. Your job is to reduce it to what the customer actually brought back. - Tap a line to expand it, and change **Qty**. The label tells you the most you can return, which is what is left after any earlier partial refund. - Use the remove icon on a line the customer is keeping. Return lines are priced at what the customer actually paid for them, after whatever discounts and promotions were on the original sale. You cannot change that price, and that is the point: a refund gives back what was taken. ## Add an exchange Search, scan, or use a quick key to add the item the customer is swapping to. It joins the cart badged as an exchange. The totals then net off against each other. If the exchange costs more, the screen asks the customer to pay the difference. If it costs less, you pay the difference out. **Discount** and **Promo code** are both available here and apply to the exchange items only. ## Returning a gift card If one of the returned lines is a gift card, its row asks you to scan the returned card before the refund can go through. OLET has to know which card to take the value back off. ## Pay the money out Select **Refund**. The **Disburse refund** screen opens with the amount shown as money going out. The methods offered are narrower than on a sale: - **Cash** is always offered. - **A gift card** is always offered, as long as your store issues gift cards. Refunding onto a card is store credit, so it does not depend on how the customer originally paid. - **The card or other method the customer originally paid on** is offered only while enough of that original payment is still refundable to cover this whole refund on its own. A refund goes out on one method, not split across several. A card refund asks you to confirm first, naming the amount and the method. Say yes and the money leaves immediately, with no way back. A cash payout does not ask, because counting the notes out is the confirmation. ### Refunding onto a gift card Choosing the gift card method opens **Refund to gift card**. Leave **Gift card code (optional)** blank to issue a brand new card, or scan an existing card to add the value to it. The card's slip prints on its own afterwards. That slip is the only copy of a newly issued card's code, so hand it to the customer. A card that carries an expiry date cannot be topped up. Scan one without an expiry, or leave the field blank for a new card. ## Abandon a return **More actions** in the top bar has **Discard return**. It asks first, because it throws away a return you may have spent a while building. ## If it goes wrong - **Could not load sale.** The register could not fetch the original. Check the connection and select **Retry**. - **Could not price this return.** OLET could not work out the refund total. Nothing has moved. Adjust the lines and let it re-price. - **Void applies to parked sales only.** Void is for a sale that was never completed. A completed sale comes back through **Return**. - **The method the customer paid on is not offered.** Either an earlier refund already used up what was refundable on it, or this refund is larger than what is left on it. Refund to cash or onto a gift card instead. - **Register is closed.** Open the register first, then start the return again. See [Open and close a register](/resources/help/selling/open-and-close-a-register/). - **Refunds cannot be returned.** You opened a refund row rather than the sale. Go back and find the original. ## Where to go next Read [Sales history and receipts](/resources/help/selling/sales-history-and-receipts/) for finding a sale and reprinting its receipt.