Before You Begin
Your organization can configure how refund reasons are captured during the refund process.
Navigate to Configurations → Config Page → Point of Sale → Refunds
Require Reason for Refunds requires users to select a standardized refund reason before completing a refund.
Require Notes for Refunds optionally requires users to enter refund notes before completing a refund.
Note: If these settings are disabled, refund reasons and notes remain optional.
Refund reasons are managed by your organization in
Organization Settings → Tag Management → Refund Reason
Step 1
Navigate to Retail → SellTreez POS
Step 2
From SellTreez, select a customer from the queue or choose No Customer.
Step 3
Select your name and log in. This opens the sales screen.
Step 4
Locate the original purchase.
If a customer is assigned: Select the Purchased tab to view the customer's purchase history, then enter the receipt number in the Search field. If the order has already had a full or partial refund processed, it will appear under the customer's Returns tab instead.
If no customer is assigned: Select Current Sale → View Recent Receipts, then enter the receipt number in the Search field.
Step 5
Select Refund
Full Refund: Return all products and the full amount using the desired payment method.
Partial Refund: Specify the product and quantity to refund.
Note: After a partial refund is completed, the original order is moved from the customer's Purchased tab to the Returns tab. The order remains accessible from the Returns tab, where you can review the refund details, including the refund reason and notes, as well as continue processing additional partial refunds against the original order if needed.
Step 6
If your organization has Require Reason for Refunds enabled, select a Refund Reason before completing the refund.
Refund reasons are selected from a standardized list configured by your organization in Organization Settings → Tag Management.
Common examples include:
Defective Product
Wrong Item Sold
Customer Changed Mind
Damaged Packaging
Overcharged / Pricing Error
Customer Service Adjustment
Unfulfilled Order
Step 7
Enter Refund Notes.
If Require Notes for Refunds is enabled, notes are required before the refund can be completed.
If notes are not required, the field is still available for optional documentation.
Note: Depending on your organization's payment security settings, manager approval may be required before the refund can be completed.
Step 8
Complete the refund.
A receipt will print, and any applicable change can be returned to the customer.
Note: Completed refunds appear as red line items in the customer's Returns tab.
Viewing Refund Details
Refund reasons and notes can be reviewed after a refund has been completed.
In SellTreez POS
Locate the completed refund by searching for the original receipt in Recent Receipts or by navigating to the customer's Returns tab.
Select the refund to view its details, including the refund reason and refund notes. If needed, users can update the refund reason and notes after the refund has been completed.
In Inventory Control
Navigate to Inventory Control → POS Returns.
Hover over the information icon on a returned batch to quickly view the refund reason.
Select the information icon to open the Batch details, where you can view:
Refund Reason
Refund Notes
Manager Approver (if applicable)
All other refund details associated with the return
In the Inventory Log Report
Navigate to Reports → Inventory → Log Report
Select the blue filter to filter the Activity column by POS Return
Add additional filters including the date range as needed
Scroll horizontally to the right to locate the Refund Manager Approver, Refund Reason, and Refund Notes.
Note: Refunded cannabis items will appear in the POS Return Inventory location, and these items must be destroyed in Metrc-regulated markets. You can review this article to ensure you remain in compliance: SellTreez: How Do I Destroy Cannabis Inventory?