To start the return process, you have two options:
If you want to reverse a specific sale, go to Sales History in the app menu and search for the corresponding transaction. Using the Return button, you can first select which items should be returned and then enter return mode, with the specified items already in the cart and the relevant customer account selected.
Only for Pickware POS in Shopware 5: Alternatively, you can start return mode from the sales view via the cart menu using the corresponding menu entry. It doesn't matter whether the cart is empty or already contains items. Just like with a sale, you can also select a customer here.
To cancel the process, go to End Return Mode. If you haven't already, add the items to be returned to the cart. Under Reference, you can, for example, add the invoice number of the original transaction. If you started the process from the sales history, this field is already pre-filled. Use the Return button to proceed to the next step.
Important: If you use our Shopware 5 plugin Export für DATEV powered by Pickware for your accounting, only the order number of the original order may be entered in the Reference field. This is used to link the return to the order in DATEV afterwards.
In the next window, you can select the payment method for the refund and process the return of the money. You then have the option to restock the goods, booking them directly into a warehouse of your choice. If restocking isn't possible—for example, because the goods are damaged—disable this option. To continue, click Save.
In the next step, the cancellation receipt is printed. Just like with a sale, you also have the option here to issue this as an A4-format cancellation invoice or send it to the customer by email. Click Done to complete the process.
Once the refund has been processed, the return is created in your Shopware backend as an order with a negative amount (Shopware 5) or in Shopware Administration under Orders → Returns, and stock levels are increased again upon restocking. In addition, a corresponding entry with a negative amount is created in the cash register report.