How-to Guide - Configuring Returns

---

Introduction

This guide provides a foundational understanding of the options and capabilities available when configuring return functionality in the Enactor Retail System. Return functionality encompasses the full end-to-end setup required to enable returns at the POS -- from defining the types of return operations available to operators, through to exposing those functions in the Sale menu and granting the appropriate user role privileges.

Enactor supports five types of return operation at the POS, each covering a distinct customer scenario:

• Item Return - The customer returns an individual item and receives a refund. The inventory effect, allowed tenders, and witness requirements are all configurable per return type.
• Receipt Return - The customer returns items against an original receipt. Items are selected directly from the original transaction record.
• Item Exchange - The customer exchanges an item for a different variant. No monetary refund is issued.
• MMG Return - The customer returns a merchandise group item at a specified price, without requiring the original barcode to be scanned.
• Non-Merchandise Return - The customer returns a non-stock item such as a service charge or deposit.

The purpose of this guide is to demonstrate the steps required to configure return functionality in the Enactor Estate Manager: setting up the return types available at the POS, configuring the Sale menu to expose return functions to operators, setting up user role privileges, applying tender restrictions for return operations, and broadcasting the configuration to the POS.

---

Overview

The following steps are required to enable return functionality at the POS:

1. Item Returns - Configure item return operations, including return price, applicable tenders, transaction types, and witness settings
2. Receipt Returns - Configure return operations against an original receipt
3. Item Exchanges - Configure item exchange operations
4. MMG Returns - Configure merchandise group return operations
5. Non-Merchandise Returns - Configure return operations for non-stock items
6. Menus - Configure the Sale menu to expose return functions to POS operators
7. User Roles - Set return operation privileges on the appropriate user roles
8. Tenders - Configure tender restrictions to control which tenders are available for refunds
9. Broadcasting - Deliver the configuration to the POS

Prerequisites

Before starting, you should have the following resources in place:

• Enactor Estate Manager
• Enactor POS (configured within the appropriate region, connected to the Estate Manager)
• Standard Configuration, including base configuration and regionally appropriate data

You should be familiar with the following:

• Estate Manager configuration
• Organisation and Region configuration
• Tender configuration
• Data broadcasting

---

Configuration Steps

Item Return Reasons

Item Return reasons are used when a customer returns an individual item and receives a refund. Each reason defines the effect on inventory, the tenders available for the refund, and whether a witness is required.

Navigate to Reason Maintenance using the Search or the path: Main Menu > Configuration > Organisation > Reasons

The Reason Maintenance list is displayed, showing all configured reasons.

The Reason Maintenance list displays all configured reasons. Select Create a New Reason to add a new reason, or use the edit icon on an existing reason to modify it.

Select Create a New Reason. Set the Region, Reason Type, and Reason ID on the header screen:

Set Region to the region where this reason applies, or All Regions for a global reason. Set Reason Type to Item Return and enter a unique Reason ID.

Configuration	Description
Region	The region in which this reason is available. Use All Regions to make the reason available across all regions.
Reason Type	Set to Item Return to configure this as an individual item return reason.
Reason ID	A unique identifier for the reason. Used internally and in transaction records.

General Tab

On the General tab, enter the reason description:

Enter the Description that will appear to the operator at the POS when selecting a return reason.

Configuration	Description
Description	The reason text displayed to the POS operator. Can be alphanumeric with a maximum of 50 characters.
Function Authorisation Code	Select the applicable authorisation code if reason selection requires manager authorisation. These are configured in Role Maintenance.
Capture Reference Number	Tick to prompt the operator to enter a reference number when using this reason.
Capture Customer Name and Address	Tick to prompt the operator to capture the customer name and address when using this reason.
Parent Reason ID	If this reason requires a parent reason, select the relevant parent from the list of configured reasons of the same type.
Reason Start Date	Optional date from which this reason becomes active. Leave blank for no start restriction.
Reason End Date	Optional date after which this reason is no longer available. Leave blank for no end restriction.

Return Tab

On the Return tab, configure the inventory and return behaviour for this reason:

The Return tab controls how inventory is affected when this reason is used. Set Effect on Inventory to control whether returned stock is treated as good, damaged, or destroyed.

Configuration	Description
Effect on Inventory	Determines how the returned item affects stock levels: Returned (back to sellable stock), Damaged (moved to damaged stock), or Destroyed (removed from inventory).
Capture Original Tender	Tick to prompt the operator to capture the original tender used in the original transaction.
Capture Original Tax Region	Tick to prompt the operator to capture the original tax region of the transaction.
Requires Witness	Tick to indicate that a witness is required when using this reason. Further witness settings are configurable on the Witness tab.
Return within Days Limit	Enter a value from 0 to 365 defining the period within which a return may be made using this reason. Set to 0 for no restriction.
Capture Return Information	Tick to prompt the operator to capture additional return information when using this reason.
Raise Alert	Tick to raise a system alert when this reason is used.
Print Signature Slip	Tick to print a customer signature slip during the return.
Number of Copy Receipts	Enter a value from 0 to 5 for the number of extra receipts to print when this reason is used.
Offer Return Slip	Tick to prompt the operator to offer a product return slip to the customer.

Return Price Tab

On the Return Price tab, configure price entry behaviour for this reason:

The Return Price tab controls whether the operator must manually enter the refund price. Leave Force Price Entry unticked to use the original selling price as the default refund amount.

Configuration	Description
Force Price Entry	When ticked, the operator must manually enter the refund price rather than using the original selling price.
Enable Lowest Return Price Lookup	When ticked, allows the operator to look up the lowest recorded return price for the product.

Applicable Tenders Tab

On the Applicable Tenders tab, select the tenders available for refunds using this reason:

The Applicable Tenders tab controls which tenders are available as refund methods for this return reason. Tick each tender type that operators may use when processing a return with this reason.

Configuration	Description
Region	The region for which these tender restrictions apply.
Tender checkboxes	Tick each tender type permitted as a refund method for this reason. Unticked tenders will not appear in the refund tender selection at the POS.

Transaction Types Tab

On the Transaction Types tab, select the transaction types to which this reason applies:

The Transaction Types tab controls which transaction types this return reason can be applied to. Tick Normal Retail Sale to make this reason available during standard retail return transactions.

Configuration	Description
Region	The region for which these transaction type restrictions apply.
Transaction type checkboxes	Tick each transaction type for which this return reason is available at the POS.

Witness Tab

On the Witness tab, configure whether a witness is required when this reason is used:

Tick Capture Witness to require a witness during the return operation. Set Rate to define the percentage of transactions requiring a witness - set to 100% to require a witness on every return.

Configuration	Description
Capture Witness	When ticked, the POS prompts for a witness during the return operation.
Rate	The percentage of return transactions that require a witness. Set to 100% to require a witness on every return using this reason.

Select Save to save the Item Return reason.

note

Multiple reasons can be created for the Item Return Reason Type as required. All configured Item Return reasons are presented to the operator to select from when performing an Item Return at the POS.

This completes the Item Return Reasons configuration.

---

Receipt Return Reasons

Receipt Return reasons are used when a customer returns items from an original receipt. The return is processed by locating the original transaction and selecting the items to be returned from it.

Navigate back to Reason Maintenance. The list can be filtered by reason type to show only Receipt Return reasons:

Filter the Reason Maintenance list by Receipt Return to view existing reasons of this type. Select Create a New Reason to add a new receipt return reason.

Select Create a New Reason. Set the Region, Reason Type to Receipt Return, and enter the Reason ID:

Set Reason Type to Receipt Return and enter a unique Reason ID.

General Tab

Enter the Description for the receipt return reason. Including the return window in the description (for example, 30 Days) helps operators identify the correct reason at the POS.

Configuration	Description
Description	The reason text displayed to the POS operator.

Applicable Tenders Tab

Tick each tender type that is permitted as a refund method for this receipt return reason.

Configuration	Description
Tender checkboxes	Tick each tender type permitted as a refund method.

Transaction Types Tab

Tick the transaction types for which this receipt return reason is available at the POS.

Configuration	Description
Transaction type checkboxes	Tick each transaction type for which this reason is available.

Witness Tab

Leave Capture Witness unticked if a witness is not required when this reason is used.

Configuration	Description
Capture Witness	When ticked, the POS prompts for a witness. Leave unticked if no witness is required for this reason.

Return Tab

Set Effect on Inventory to control how returned stock is classified. Set Days to restrict the return window. Tick Print Signature Slip and Offer Return Slip as required.

Configuration	Description
Effect on Inventory	How the returned item affects stock levels: Returned, Damaged, or Destroyed.
Days	The number of days within which this reason can be used. Set to 0 for no restriction.
Print Signature Slip	Tick to print a signature slip during the return.
Offer Return Slip	Tick to prompt the operator to offer a return slip to the customer.

Return Price Tab

Leave Force Price Entry unticked to refund at the original selling price. Tick it to require the operator to enter the refund price manually.

Configuration	Description
Force Price Entry	When ticked, requires the operator to manually enter the refund price rather than using the original price.

Select Save to save the Receipt Return reason.

This completes the Receipt Return Reasons configuration.

---

Item Exchange Reasons

Item Exchange reasons are used when a customer exchanges an item for a different variant, such as a different size or colour. No monetary refund is issued during an item exchange.

Select Create a New Reason. Set the Reason Type to Item Exchange and enter the Reason ID:

Set Reason Type to Item Exchange and enter a unique Reason ID.

General Tab

Enter the Description for the exchange reason.

Configuration	Description
Description	The reason text displayed at the POS.

Return Tab

Set Effect on Inventory for the item being exchanged. Tick Print Signature Slip to print a signature slip during the exchange process.

Configuration	Description
Effect on Inventory	How the exchanged item affects stock. Typically set to Returned for exchanges.
Print Signature Slip	Tick to print a signature slip during the exchange.

Select Save to save the Item Exchange reason.

This completes the Item Exchange Reasons configuration.

---

MMG Return Reasons

MMG (Merchandise Group) Return reasons are used when a customer returns a merchandise group item at a specified price, without requiring the original barcode. This is used for high-value items or when the original item cannot be scanned.

Select Create a New Reason. Set the Reason Type to MMG Return and enter the Reason ID:

Set Reason Type to MMG Return and enter a unique Reason ID.

General Tab

Enter the Description for the MMG return reason.

Configuration	Description
Description	The reason text displayed at the POS.

Select Save to save the MMG Return reason.

This completes the MMG Return Reasons configuration.

---

Non-Merchandise Return Reasons

Non-Merchandise Return reasons are used to process returns for non-stock items such as service charges or deposits. These reasons have a simplified configuration with General and Transaction Types tabs only.

Select Create a New Reason. Set the Reason Type to Non Merchandise Return and enter the Reason ID:

Set Reason Type to Non Merchandise Return and enter a unique Reason ID.

General Tab

Enter the Description for the non-merchandise return reason.

Configuration	Description
Description	The reason text displayed at the POS.

Transaction Types Tab

Tick the transaction types for which this non-merchandise return reason is available.

Configuration	Description
Transaction type checkboxes	Tick each transaction type for which this reason is available at the POS.

Select Save to save the Non-Merchandise Return reason.

This completes the Non-Merchandise Return Reasons configuration.

---

Menus

The Sale menu must be configured to include the return operation buttons. Return functions are grouped within a Returns folder inside the Sale menu.

Navigate to Menu Maintenance using the Search or the path: Main Menu > Configuration > System > Menus

Select the SALE menu to edit it. Navigate to the Returns folder within the menu structure:

The Returns folder within the SALE menu contains the buttons for each return operation type. Verify that buttons for each required return type are present in this folder.

The following events are available for configuration in the Returns folder:

Reason Type	Event Name	Event ID
Item Return	Item Return	ItemReturn
Receipt Return	Return From Receipt	ReturnFromReceipt
Item Exchange	Item Exchange	ItemExchange
MMG Return	Return Unknown Product	ReturnUnknownProduct

tip

Configuring Menus is described in detail in a separate How-to Guide.

This completes the Menus configuration.

---

User Roles

User Role privileges control which operators are permitted to perform return operations at the POS. The ReturnItemAllowed privilege must be assigned to each role that needs to carry out returns.

Navigate to User Role Maintenance using the Search or the path: Main Menu > Configuration > HR > User Roles

Select the user role to edit (for example, SALES_ASSISTANT). Select the Enactor POS package and configure the return privileges as required:

Tick ReturnItemAllowed to grant the role permission to perform item return operations at the POS. Configure the remaining return privileges as required for each role.

The following privileges are available for return operations in the Enactor POS package:

Reason Type	Privilege	Description
Item Return	enactor.pos.ReturnItemAllowed	Allows the role to perform Item Return operations.
Item Return	enactor.pos.AuthorisesReturnItem	Allows the role to authorise Item Return operations performed by other users.
Receipt Return	enactor.pos.ReturnFromReceiptAllowed	Allows the role to perform Return From Receipt operations.
Receipt Return	enactor.pos.AuthorisesReturnFromReceipt	Allows the role to authorise Return From Receipt operations.
Item Exchange	enactor.pos.ExchangeItemAllowed	Allows the role to perform Item Exchange operations.
Item Exchange	enactor.pos.AuthorisesExchangeItem	Allows the role to authorise Item Exchange operations.
MMG Return	enactor.pos.AllowUnknownProductReturn	Allows the role to perform MMG Return operations.

tip

Configuring User Roles is described in detail in a separate How-to Guide.

This completes the User Roles configuration.

---

Tenders

Tender configuration controls which tenders are available as refund methods and the restrictions that apply to return transactions. Two settings in Tender Maintenance are relevant: Credits Allowed controls whether the tender can be used as a refund method, and Return Tenders defines which tenders are offered during a return when the customer originally paid with this tender.

Navigate to Tender Maintenance using the Search or the path: Main Menu > Configuration > Financial > Tenders

Select the CASH tender to edit it. Navigate to the Restrictions 1 tab and locate the Credits Allowed section:

The Credits Allowed section on the Restrictions 1 tab controls whether the Cash tender can be used as a refund (credit) method. Ensure the appropriate credits settings are enabled to allow cash refunds.

Configuration	Description
Credits Allowed	When ticked, allows the tender to be used as a refund (credit) method during return operations.
Credits Tendering Restrictions	Sets constraints on the amount that may be refunded using this tender. Amount less than or equal to balance is the standard setting.
Credit Limit	The maximum amount that can be refunded using this tender in a single transaction. Set to 0.00 for unlimited.
Aggregate Credit Limits	When ticked, accumulates amounts across multiple tenders of this type to apply the Credit Limit restriction.
Minimum Credit Amount	The minimum amount below which this tender cannot be used for a full or partial refund.
Credit Rounding Rule	Determines the minimum accepted denomination for credits issued with this tender.

Navigate to the Restrictions 2 tab and locate the Return Tenders section:

The Return Tenders section on the Restrictions 2 tab defines which tenders are offered as refund options when a customer originally paid with this tender. Configure the list to include the appropriate refund tender options.

Configuration	Description
Credit Tender Effect on Loyalty Points	Defines the effect a return or refund has on the customer's loyalty points. Options: None or Deduct Loyalty Points.
Return Tenders	Defines which tenders are offered as refund methods when the customer originally paid with this tender. Multiple options may be configured.

Select Save to save the tender configuration.

This completes the Tenders configuration.

---

Broadcasting

To deliver the configuration changes to the POS, broadcast the following entities:

• Reason - The return reasons created in the previous steps
• Menu - The updated Sale menu with return operation buttons
• Roles - The updated user roles with return privileges
• Tenders - The updated tender configurations with return restrictions

info

Broadcast all four entities to ensure that return operations function correctly at the POS. If any entity is not broadcast, the POS may not display the correct reasons, menus, or refund tender options.

This completes the Broadcasting configuration.

---

POS Functionality

Once the configuration has been broadcast, the following return operations are available at the POS from the Returns sub-menu.

Item Return

An Item Return allows the operator to return a particular item in a transaction. This governs how manual returns (also referred to as non-receipt returns) are handled at the POS.

Select Return option as shown on screen.

Select Return option to open the returns sub-menu.

Select Item Return from the Returns sub-menu. The operator may either scan the barcode if available, enter the product code, or use product search to identify the product that requires returning.

Select Item Return from the Returns sub-menu to begin an individual item return.

Scan the item barcode or enter it manually. The system retrieves the item details for the scanned barcode.

The operator will be prompted to select product details such as Colour and Size. On selecting the accurate details, press OK to proceed.

If the item has colour variants, select the Colour of the item being returned.

If the item has size variants, select the Size of the item being returned.

The operator can then select the applicable return reason and press OK to apply the Item Return to the selected product.

Select the Return Reason that applies. The list shows all configured Item Return reasons available for the region.

If the return reason is configured to offer a return slip, the operator will be prompted to confirm whether to print one.

Select Yes to print a return slip or No to skip.

The refund screen shows the returned item and the total refund due. Press Total to proceed to tender selection.

On confirmation of the balance due, select the applicable tender to refund the customer and complete the Item Return.

Select the tender to use for the refund. The list shows only the tenders configured as applicable for the selected return reason.

---

Return From Receipt

A Return From Receipt allows the operator to return one or more items from an original receipt. The return is processed by locating the original transaction and selecting items from it.

Select Return From Receipt from the Returns sub-menu.

Select Return From Receipt from the Returns sub-menu.

The operator may either scan the receipt barcode, enter the transaction details, or select Search to locate the original transaction manually.

Scan the original receipt barcode or select Search to locate the transaction manually.

Enter the transaction details and select Search.

Enter the original transaction details. You can search by Branch, Terminal, Transaction Number, or Date.

Select the transaction from the list using the Select button.

Select the correct transaction from the search results to proceed with the return.

All items from the original transaction are displayed. Select the item or items to return - selected items will be highlighted. To return the entire transaction, press Return Entire Receipt. Press Finish to proceed.

Tick the items being returned from the original transaction and press Finish to confirm the selection.

Select the applicable return reason and press OK to apply the Receipt Return.

Select the return reason from the list and press OK to confirm.

Press Total to confirm the total refund amount due.

The refund screen shows the returned item and the total refund amount. Press Total to proceed to tender selection.

Select the applicable tender type and press OK to proceed. Based on the tender chosen, the operator will be prompted to complete the receipt return.

The POS shows the original tender used in the transaction. Select Cash or another available tender to process the refund.

Confirm the refund amount and press OK to complete the cash refund.

---

MMG Return

An MMG Return allows the operator to return a merchandise group item without scanning the original barcode. The operator selects the merchandise group and enters the refund price.

note

Only operators with the enactor.pos.AllowUnknownProductReturn privilege can perform MMG Returns.

Select MMG Return from the Returns sub-menu.

Select MMG Return from the Returns sub-menu.

Select the merchandise group that the returned item belongs to and press OK.

Select the Merchandise Group that the returned item belongs to and press OK.

Enter the price of the item being returned and press OK to proceed.

Enter the Price of the item being returned using the keypad and press OK to proceed.

Complete the MMG Return by confirming the refund amount due and selecting the applicable tender type.

The refund screen shows the MMG return item and the total refund amount. Press Total to proceed to tender selection.

---