PlanIt EPOS · Customer Portal

How customers request a return

This guide is awaiting review — the steps may change.

What does this do?

A customer can log a return request from the portal with a reason, what they are sending back and photos. Each request gets its own reference so you can talk about it on the phone.

How to use it

  1. What your customer does: they open Returns (or press Request a return on the Dashboard).
  2. They pick a Reason (Damaged, Incorrect product, Ordered incorrectly, Faulty or Other) and can add the Invoice / order reference.
  3. Under What are you returning? they describe the product and quantity, then Tap to add photos for any pictures or documents.
  4. They press Submit return request. The request appears under Your returns with a reference like RET-0001, the date, the reason and its status.
  5. Return requests are stored against the customer's portal account. The till does not show them on a screen yet, so agree the return with the customer and process the refund or credit note on the till as normal.
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Related guides

Refund a sale or issue a credit note

A refund gives money back on a sale that has been paid, in full or in part, and records why. It creates a permanent credit note against the original receipt and puts returned goods back into stock if you tell it to.

Receipts, Refunds & History

Put leftover materials from a job back in stock

When a job uses less than was sold, the spare packs, adhesive or sundries can go straight back on the shelf to sell again. The sale, the takings and the customer's balance are left exactly as they were.

Stock Management

Choose which portal sections a customer can see

Each portal login has its own list of sections. You can hide any of them for one customer, lock the login temporarily or switch it off completely, all from their trade account on the till.

Customer Portal

Messages from customers through the portal

Customers can send a short message to the shop from inside the portal, and the portal writes a message for them when they report a bank transfer or pay by card. Messages are kept against the customer's account.

Customer Portal

Give a customer a portal login

The customer portal lets an account customer see their quotes, invoices, orders and statement online and pay you. Create the login from their account and the welcome email goes out for you.

Trade Accounts

Documents, orders, payments and statements in the portal

The portal answers the questions trade customers ring you about: what did I order, has it arrived, what have I paid, and can I have a statement. All of it comes from the till, so there is nothing for you to send.

Customer Portal
Questions this guide answers
  • Can customers request a return through the portal?
  • What does a customer fill in to request a return?
  • Where do return requests go?

Last updated 2026-09-03 · Direct link for this feature