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Returning items from a paid order — Paloma POS 2 ​

This article is about Paloma POS 2 — the new Paloma cash register app. You process a return when a customer brings back an item from an already paid and closed order. In Paloma POS 2 a return is a separate document: the register does not rewrite the original sale — it creates a linked return for the selected items and refunds the money to the original or to different payment types. This differs from Paloma365 Classic, where the return overwrites the original receipt. If you are not sure you have Paloma POS 2, see «How to tell you have Paloma POS 2».

Overview ​

  • A return is a document. You pick the items to return from a paid order, and the register creates a return document. The original order stays in the list, with a return marker added next to it.
  • Where it starts. A return is started from the order list: open a paid (closed) order and, in its details, in the «Возврат и отмена» (Return and void) section, tap «Возврат товаров» (Return items).
  • Where the money goes. After you pick the items, the register shows how the amount is split across payment types — you can refund to the same types used in the sale, or to a different type (cross-tender).
  • A shift must be open. With no open shift the register says «Откройте смену, чтобы оформить возврат.» (Open a shift to process the return). See «PIN login and shift».
  • Return ≠ void. A void applies only within 24 hours of payment and is covered in «Voids and removing lines»; once the void window has passed, the register tells you to use a return instead.

How to process a return ​

  1. Open the order list and go to the Closed tab (paid orders). Find the order and open its details.
  2. In the order details, find the «Возврат и отмена» section and tap «Возврат товаров».
  3. The «Возврат товаров» picker opens. Select the lines: use «Выбрать все» / «Снять выбор» (Select all / Deselect all) or one unit at a time with «Добавить» and «Убрать» (Add / Remove). Each line shows the quantity as «N из M» (N of M), and the footer shows «К возврату {amount}» (To return {amount}).
  4. Tap «Оформить возврат» (Process return).
  5. The tender-allocation dialog «Возврат — тип оплаты» (Return — payment type) opens, showing «Сумма возврата: {amount}» (Return amount). Choose one:
    • «Вернуть на исходные типы оплаты» — refund to the same types used in the sale (this mirrors a split payment too).
    • «Вернуть всё на {tender}» — the whole amount to one type.
    • «Другой тип оплаты» — cross-tender: refund to a type the sale was not settled on (for example, the sale was by card and the refund is cash).
  6. Tap «Продолжить» (Continue).
  7. If a card portion is included, the register shows the «Возврат на карту» (Card refund) notice: «Возврат на карту оформляется только в системе. Проведите зачисление на терминале вручную.» (The card portion is recorded in the system only; process it on the terminal manually). Tap «Продолжить».
  8. The register creates the return document and shows «Возврат оформлен.» (Return processed).

You can return everything or only part of the order; a partial return marks the order accordingly in the list.

Card refund and «without terminal» ​

When the original payment was by card, a return has two paths.

  • Refund through the terminal. The register sends a reversal to the card terminal. On success you see «Возврат на карту подтверждён.» (Card refund approved); on failure — «Возврат на карту отклонён.» (Card refund declined). If the terminal is unreachable — «Терминал недоступен — сверьте вручную.» (Terminal unavailable — reconcile manually).
  • Refund without the terminal. In the allocation dialog turn on «Без терминала» (Without terminal; hint: «Оформить возврат без отправки отмены на карточный терминал.») and choose the destination: «Вернуть наличными» (Refund as cash) or «Оставить на карте (возврат на терминале вручную)» (Keep on card — refund on the terminal manually). The register records the return but sends no reversal; you refund to the card on the terminal yourself.

Note on the card batch: if the sale is not yet in a closed batch on this device, the register refuses — «Карточный батч не закрыт (или ещё не синхронизирован на этом устройстве). Закройте батч на терминале и повторите возврат.»

Fiscal return and retry on failure ​

If the workplace fiscalizes receipts (an OFD is connected), the return document must also go to the tax system as a fiscal return.

  • If the fiscal return receipt does not go through immediately, the register saves the return and queues it: «Сохранено. Фискальный чек возврата не дошёл до кассы — поставлен в очередь на повтор.»
  • A non-fiscalized return is flagged in the order list with the «Не фискализирован» (Not fiscalized) chip.
  • You can retry fiscalization two ways: in the order details with the «Фискализировать» (Fiscalize) button, or from the order-list header via «Фискализировать чеки» (Fiscalize checks) — the dialog has a «Повторить» (Retry) action per row.
  • A fiscal return cannot go before its original sale: «Этот возврат нельзя фискализировать — продажа-основание ещё не фискализирована. Сначала фискализируйте продажу, затем повторите возврат.»

Where the return shows in the order list ​

  • Marker on the order. An order that has a return gets a badge with the tooltip «По этому заказу оформлен возврат», and the row shows «Возврат №…» or «Частичный возврат №…». A fully returned order gets the «Возврат» status.
  • Section in details. Open the order — the details show a «Возвраты по заказу» section listing the return documents («Возврат №…», «Полный возврат» / «Частичный возврат»), so you can see what was returned and when.

Common problems ​

  • «Возврат возможен только для оплаченного заказа.» — the order is still open or unpaid. A return applies only to closed paid orders; finish payment first.
  • «Откройте смену, чтобы оформить возврат.» — the shift is closed. Open a shift and retry (see «PIN login and shift»).
  • «По этому заказу уже оформлен возврат оплаты — используйте «Возврат».» / «По заказу уже оформлен полный возврат.» — the order already has a full return; there is nothing left to return.
  • «Превышает доступное к возврату.» / «По этому заказу нечего возвращать.» — you are trying to return more than remains available. Check the quantities.
  • «Суммы возврата по типам оплаты не совпадают.» — the split across payment types does not add up to the return amount. Review the allocation.
  • «Фискализованную продажу можно вернуть только полностью, не частично.» — a partial return is not allowed for this sale; return all lines.
  • «Терминал недоступен — сверьте вручную.» / «Возврат на карту отклонён.» — the terminal did not answer or declined. Reconcile on the terminal; if needed, use «Без терминала» and refund to the card manually.
  • «Не удалось оформить возврат. Попробуйте ещё раз.» — the operation did not complete. Retry; if it keeps failing, message us here — a specialist will join — do not force the return through other means.

FAQ ​

How does a return in Paloma POS 2 differ from Classic? ​

Classic finds the original receipt and issues a replacement return receipt. Paloma POS 2 creates a separate document linked to the original order: the paid order stays in the list, with a return marker and a «Возвраты по заказу» section added next to it.

Can I return only part of the order? ​

Yes. In the «Возврат товаров» picker select the lines and quantities («N из M»). The order is marked as a partial return. Exception: a fiscalized sale can only be returned in full.

Can I refund to a different payment type? ​

Yes. In the «Возврат — тип оплаты» dialog choose «Другой тип оплаты» (cross-tender) — for example, a card sale refunded as cash. You can also mirror the original types or send everything to one type.

The card refund did not go through the terminal. What now? ​

Turn on «Без терминала», pick «Вернуть наличными» or «Оставить на карте (возврат на терминале вручную)», finish the return document in the register, and refund to the card on the terminal manually.