How do you process an exchange in the pos system?

[SummerVine]

Hello, 

I am unable to find a feature.  How do you process an exchange in the pos system?

Thanks,

SV

[JK_Fiber_Art]

Hi SummerVine,

I believe an exchange can only be processed while using the "Retail" app, not the free version or the POS version.  If you have the Retail version, this info should help.   If you're using the free POS App on a smart device or via your Square Dashboard, you would have to do a refund and then a new transaction.

jk

[TheRealChipA]

Lol. I was just typing the same response @JK_Fiber_Art!  I will add that you can do exchanges in the free Square for Retail app using the free Retail tier. So if you don’t need the advanced Retail functionality, you don’t have to be a Retail subscriber. Yay. 

[SummerVine]

Yes, we have the retail plus, but we still can't find the feature.

[TheRealChipA]

Hi @SummerVine.  A couple of questions:

1. Are you using the Square for Retail app (not the Square POS app)?  Square Retail app is the only one that will do exchanges.
2. Are you at the latest version of Square Retail app — 6.24?
3. The info link that @JK_Fiber_Art supplied above has exchange instructions.  Basically, pull up a transaction in the Retail app and you should see a screen like the one below.  Click on the “Return or exchange” button and follow the instructions to complete the process.

[SummerVine]

We do the customer checkouts on the Square POS system.  Square recently updated the system and now instead of a button that shows "Return or exchange" it just shows "Returns".  We have been unable to find the feature now after the update.

[TheRealChipA]

The normal Square POS does not process exchanges, only refunds.  Only the Square Retail POS app has exchange functionality.  If your POS screen looks like the first one below, you can not do exchanges on it.  You must be using the POS screen (Square Retail POS) that looks like the second one below for exchanges.  If you are using the second one (the Retail POS) and you bring up a transaction and don’t see “Return or exchange” then there might be an internal issue with your account that requires you to call Square Support.  

                    

[SummerVine]

We do have the Square Retail POS.  Our system looks like the second picture.  Unfortunately, after the update, the "exchange" option went away.  We are going to have to call Square to find out what is going on.

[TheRealChipA]

Agreed. Hopefully they can help. I am using version 6.24 and exchange is definitely there for me. Weird. Good luck!

[Candlestore]

@SummerVine ;

Not sure how you go about processing a return or exchange but I just looked on my Square Stand using an Ipad with version 6.23.1 with an Update Available....

My other Stand has an Update Available also and is currently on 6.23.1 also, but now I am downloading the update to see if things change since the realchipA has the exchange in version 6.24.

I just went to test out doing an exchange/refund on a cash sale and was able to see Exchange/Refund but listed across the top of the screen not where realchipA has it circled.  See image:

To get here from the Checkout :

I pressed Transactions in the bottom of the Tablet then the Screen popped up showing my transactions to choose from.  When I pressed the Transaction for the return Exchange the image in the picture above was displayed.

I went to update the other stand and it downloaded the Update but when I went to open it, and when I followed the steps above I got the same screen as I posted in the image here. 

Weird that my screen is different from Chips.

[TheRealChipA]

Keith, it is not as weird at it seems at first.  When I took that screen shot I was not in the shop, but at home where I did not have a printer available for gift receipts.  So, since the Gift Receipt button disappears when no printer is available, everything moves around slightly.  Pretty smart, actually!  Now that I’m at the shop, by screen looks like yours.

[Candlestore]

@TheRealChipA ;

I agree it is smart that the screen changes, I did not know that since I can only sign in on an Android phone at home or my Desktop computer.