Rules by kind of piece
Ordinary pieces, made-to-order pieces, engraved pieces, investment bullion and pieces brought back damaged each have their own rule: returnable or not, within how many days, what the shop keeps, and whether money comes back or only store credit (Settings → Orders & Service).
Online sales get at least the distance-selling period of your country. Going outside a rule needs the "Go Outside the Return Policy" permission or a manager's PIN, and the return is marked so.
- 1 Open the invoice → Return / exchange. Tick the pieces; each shows its rule and what the shop keeps.
- 2 Tick "Came back damaged" where it applies, and say where each piece goes: back on sale, quarantine, damaged (needs repair) or scrap (it becomes scrap metal).
- 3 Choose how the money goes back — "The way they paid" splits it over the original payments — or exchange for store credit. Tax on the returned amount is reversed, and points earned are taken back.
This chapter describes the software as it is today. Every account gets the same guide inside the product, searchable and printable.