Refunds and returns — Paloma365 Classic (Windows POS)

This article covers Paloma365 Classic — the POS application for Windows. A return is used when a customer brings goods back or a receipt was rung up by mistake: the POS finds the original receipt, you pick the items, and the system creates a return receipt and refunds the money.

How to make a return

1. On the cash screen press "Options" → "Return". A shift must be open — otherwise the POS shows "Shift has not started". Internet is required: the original receipt is fetched from the cloud.
2. Find the receipt. Enter its number ("Enter the bill number"), date and time, and pick the outlet. The time may be left empty — the POS then asks "Вы уверены что хотите осуществить, возврат только по номеру чека?" (are you sure you want to make the return by receipt number only?) and searches without the time. If the number is unknown, press "Find order", type the "Item name", set the sale period and press "Find".
3. Press "Next". Purchased items appear on the left; move the items to return to the right — all at once or one by one. There is also a search field: scan an item's barcode or marking code into it and the POS finds the position in the receipt and moves it to the return automatically. Partial returns are supported: with the "Request quantity" switch on, the POS asks "Enter amount" (e.g., return 1 of 3). Exception: an item sold with a total-sum discount can only be returned in full quantity. This step also has the "Return sample" switch (Yes/No): with "Yes" the POS additionally prints a goods-return form after the return is posted; the default position is set by the POS setting "Require filing of return form".
4. Press "Next" and choose the refund payment type (marked fiscal / non-fiscal).
5. Press "Accept" — the POS posts the return and prints the return receipt.

Which payment type the refund can use

The list of payment types on the refund step depends on the original receipt:

• Deposit is offered only when the receipt was paid with a single payment type, the receipt's customer participates in the deposit (cumulative) system, and no fiscal register is connected to the POS — otherwise the deposit type is absent from the list. If a mixed refund to deposit hits a customer who is not in the system, the POS shows "Customer is not participating in a deposit system...".
• Credit ("on account") is offered only when the original receipt itself was paid on credit.
• If the receipt was paid with mixed payment types and you return it in full, the POS asks: "Счет был оплачен смешанным видом оплаты. Провести возврат средств теми-же видами оплат?" (the bill was paid with mixed payment types — refund with the same types?). Agreeing refunds with the same payment types right away; declining lets you pick a single payment type manually. On a partial return of a mixed receipt the question is not asked — the payment type is picked manually. If the payment data could not be fetched, the POS asks "Не удалось получить данные о видах оплаты, продолжить?" (failed to get the payment types — continue?).

Returning marked goods

If a returned position is subject to marking, the POS asks to scan the marking code when the position is moved to the return (the "Введите марку" / enter the mark window). The mark must match the one sold in this exact receipt — otherwise "Item with the given marking was not found!" appears. Scanning cannot be skipped during a return: even if the POS settings allow skipping marks during sales, this does not apply to returns — without a scanned mark the position is not added to the return.

Returning a receipt paid via a bank terminal

If the original receipt was paid through a bank terminal connected to the POS (Kaspi, Halyk, Forte, Freedom, Alatau, Alsep), the POS first sends the refund to the terminal — the "Waiting for refund to proceed" window appears. If the refund fails on the terminal, the POS asks: "Process refund without the terminal KASPI?" (KASPI is replaced with your bank's name) and shows the error text. "Yes" — the return is completed in the POS without the terminal, but the money is not refunded to the customer's card automatically and must be refunded separately; "No" — the return is aborted. Terminal specifics (full vs. partial refunds within one bank shift, transaction codes) are covered in the acquiring / bank terminals article.

Refunding bonuses (TUVIS, SmartPlaza)

If the TUVIS bonus system is connected, the POS refunds the bonuses first; if that fails, it shows "Не удалось произвести возврат бонусов TUVIS" (failed to refund TUVIS bonuses) and the return is aborted — retry later or message us here — a specialist will join. For SmartPlaza, when the bonus refund fails the POS asks "Провести возврат средств без возврата бонусов SMARTLPAZA?" (refund without returning the bonuses? — the text in the program is exactly this) and the money refund can proceed without the bonuses.

Return password

If the employee has the return permission in the dashboard, the operation opens right away. Otherwise the POS asks for the return password ("Enter the password to" "Return"); a wrong entry shows "Wrong password!", a blocked permission — "Permission denied!".

The password is set by the administrator in the dashboard: outlets guide → the outlet → passwords tab. If it is not set at all, the POS refuses with "To refund you need to set the password!". If the cashier doesn't know the password, the administrator shares it or sets a new one — support does not issue passwords.

The return permission and the return password are shared with the "Change the payment" function (changing the payment type of a closed receipt): both buttons in "Options" check the same employee permission and the same password.

Returns with an online cash register

With a fiscal device connected, the return receipt is fiscalized — a fiscal refund receipt is printed and reported.

Special case — UzKassa (Uzbekistan). It cannot make a fiscal refund from the POS application: if a fiscal payment type is selected for the refund, the message "Fiscal refund for UZKassa must be proceeded on terminal!" appears and the refund is aborted entirely — nothing is recorded in the POS. A refund in the POS is only possible with a non-fiscal payment type; the fiscal refund itself is completed on the UzKassa terminal.

Common problems

• "Нельзя выполнить возврат для пустого счета!" (cannot refund an empty order) — the selected order has no lines to return; check that you opened the right one.
• Receipt not found ("Счет с таким номером и датой не найден!") — check number, date, time and outlet; use "Find order" to search by item name and period; make sure that day's data was uploaded to the cloud.
• "Указанный счёт является возвратом для другого счёта!" (code 1011 — the given bill is itself a return for another bill) — you entered the number of a return receipt; enter the number of the original sale receipt instead.
• "С данными парметрами найдено несколько счетов, произведите поиск счета по товару" (code 1012 — several bills match) — more than one receipt matches the number and date; the POS opens the search-by-item window — pick the right receipt there.
• "По указанному счёту уже был осуществлен полный возврат!" — this receipt has already been fully returned; a repeat return is impossible.
• "The amount to return must be more than 0" — no items were moved to the return list.
• "Error while processing the return!" — retry; if it keeps failing, message us here — a specialist will join instead of forcing the operation another way.

FAQ

Can I return only part of a receipt?

Yes — selected items, and with "Request quantity" enabled, a partial quantity too. Items sold with a total-sum discount are returned in full quantity only.

The cashier doesn't know the return password. What now?

The administrator sets and changes it in the dashboard (outlets guide → the outlet → passwords tab).