Pavilion lets you process customer returns for sold line items. Depending on your configuration, returns may stay connected to the original order or be created as a separate return order.
Returns can be used for inventory items, services, shipping charges, and miscellaneous items.
⚠️ Previously purchased sale line items can only be returned during the return window configured for your store. Contact your administrator if an item is outside the return window.
ℹ️ By default, returns are created in the original order. If your store is configured differently, returns may be created as a separate order. E-commerce returns always stay in the original order.
Return line items from the POS
Use this process when you want to start the return directly from the POS.
Open the POS from the Utility Bar.
In the Customer field, select the customer returning the item.
Click Return in the bottom-left corner of the POS.
Select the item or items the customer is returning. You can select multiple items at once.
Click Add.
In the Associate field, select the associate handling the return.
Add the return payment or refund payment details.
Click Finish.
Return line items from an order record
Use this process when you are returning items from a closed order record and need to include a restocking fee.
Open the closed order in Pavilion.
Click Return.
Select the sale line item or items you want to return.
Click Next.
Enter a restocking fee amount, if needed.
Click Return & Add to POS.
Add the refund payment details.
Click Finish.
Process a return in a new sales order
Use this process only if your Pavilion configuration creates returns in a new order.
Open the closed order in Pavilion.
Click Return.
Select the sale line item or items you want to return.
Click Next.
Click Return. Pavilion opens the new return order record.
Click Add to POS.
Add the refund payment details.
Click Finish.