Take a return and refund it

A return starts from the original receipt, so Kila knows what was sold, at what price and how it was paid. Kila records it as a credit note (CN-…) with its reason, puts the goods back in stock or aside for inspection, and records the refund.

Steps

1. Tap Return at the top of the till

   Kila says “Find the original receipt” and how: “Search by receipt number, the M-Pesa code on the customer’s message, or their phone number.”

2. Find the receipt

   Type the receipt‘s number, such as S-000184, and tap Find. The receipt opens with its lines, how it was paid and your business’s Returns policy, such as “within 7 days, with the receipt.”

   Zoom

   

3. Choose what comes back

   Tap + on each line coming back. Goods come back is ticked; choose where they go: Hold for inspection (quarantine), Back on the shelf or Damaged. If your business inspects returns, Kila starts on Hold for inspection (quarantine).

4. Say why

   Choose the Reason, such as Wrong item or size, and add Details if they help: “What the customer said, what you saw.”

5. Choose how the money goes back

   Kila starts on the way the sale was paid, such as Cash. To refund shows the amount.

   Zoom

   

6. Tap Send for approval

   Above your refund limit, Kila says Needs a supervisor: “Above your refund limit of KES 0.00. Kila sends it for approval; nothing moves until it is approved.” The button says Send for approval.

7. Hand over the refund once it is approved

   While it waits, Kila says Waiting for approval: CN-000002: “A supervisor approves it in Approvals. Keep the goods aside and hand over the refund once it is approved. Nothing has moved yet.” The supervisor sees the refund in Approvals with the amount, the sale, the credit note and the reason (8). Once they approve it, the credit note shows as Completed under Sales › Returns: hand the cash over from your drawer.

   Zoom

   

Needs a manager

Every refund above the person’s refund limit waits for someone whose limit covers it. Kila’s standard limits are KES 0 for a cashier, KES 5,000 for a till supervisor and KES 20,000 for a branch manager.

Tip

Take returns on the till. On a phone’s narrow screen, the Refund panel covers the receipt‘s lines.

What if

Kila cannot find the receipt

Kila shows:

No receipt found

Check the number on the receipt, for example S-000123, or search by the M-Pesa code.

Search by the M-Pesa code on the customer‘s message, or their phone number if they were on the sale.

The returns policy does not cover it

The policy shows on the receipt, with your business’s own note, such as “Fresh produce and meat are not taken back once they leave the counter. Other goods within 7 days with the receipt.” Follow it; the owner sets it under Administration › Till and returns rules.

Related

• Inspect returned goods: what happens to goods held for inspection.
• Cashier: a refund in a cashier’s day, and what needs a manager.
• Print or send a receipt: find a sale under Sales › All sales.
• Approve or reject a request: for whoever approves a refund.

Next: goods held for inspection wait under Sales › Return inspection.