--- schema_version: "1" id: cf6c5f473079cbad51fa9108ea0ed43845ee2deb1db643606aa20378a5aa3ce5 title: Manage Returns & Exchanges in Point of Sale collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_pos_returns.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 18667ee4ef4ee8677974155a33104770e2ad832f2af222e9deb4d996f26f92d8 description: Point of Sale provides flexible return options, including Buy Online Return In Store (BORIS), appeasements, and No Receipt Returns (NRR), to meet customer needs. Point of Sale also validates refunds to prevent fraud. Shoppers can return and exchange products at the point of sale (POS). products: - Commerce release: "264" --- # Manage Returns & Exchanges in Point of Sale Point of Sale provides flexible return options, including Buy Online Return In Store (BORIS), appeasements, and No Receipt Returns (NRR), to meet customer needs. Point of Sale also validates refunds to prevent fraud. Shoppers can return and exchange products at the point of sale (POS). Point of Sale supports these return and exchange options: - **BORIS (Buy Online Return In-Store)**: Process referenced and unreferenced refunds for online orders, with tender remapping options for merchants using SPIs, Salesforce Order Management, or NetSuite connectors. - **Appeasements**: Provide a partial refund at the item or order level, for example for a price match, delayed shipment, damaged item, or overcharge. - **No Profile, No Card, No Receipt Returns (NRR)**: Process returns and exchanges for customers without a purchase receipt or customer profile, at the lowest historical price. - **Offline returns**: Return an order by scanning the receipt or item while the POS app is in offline mode. - **Exchanges**: Process a return transaction that includes a new sale. Point of Sale also validates refunds against Adyen refund webhooks to block duplicate fraudulent refunds, and supports different sets of functionality depending on the edit order type. - **[Processing BORIS (Buy Online Return In-Store) Returns in Point of Sale](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_boris_overview.htm&release=264.0.0&type=5)** Point of Sale offers flexible methods for processing BORIS returns, including referenced and unreferenced refunds, and tender remapping. These options are tailored to merchants using SPIs, Salesforce Order Management, or NetSuite connectors, ensuring alignment with specific business needs. - **[Configuring Appeasements on the POS App](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_appeasements_overview.htm&release=264.0.0&type=5)** Store associates can provide a partial refund to provide appeasement to the customer at the item or order-level (for any reason, for example such as a price match, delayed shipment, damaged item, poor customer experience, or overcharge). If appeasements are enabled and configured in Point of Sale CMS, associates can modify an order via Order History on the POS app and start the appeasement flow. - **[No Profile, No Card, No Receipt Returns (NRR) in POS](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_nrr_overview.htm&release=264.0.0&type=5)** Allow returns for customers who don’t have a purchase receipt or a customer profile. No Profile, No Card, No Receipt Returns (NRR) in Point of Sale are performed at the lowest historical price and only if the returning item is still available in the system. - **[Offline Returns in the POS App](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_offline_returns.htm&release=264.0.0&type=5)** The POS app allows orders to be returned in offline mode. An order can be returned by scanning the order receipt or if the user doesn't have the receipt for the order, the return can be started by scanning the item directly. - **[Returns & Exchanges in Point of Sale](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_exchanges_overview.htm&release=264.0.0&type=5)** Shoppers can return and exchange products in the POS app. Exchanges are defined by any return transaction that also includes a sale. - **[Enable Shipping Fee Refunds for Point of Sale](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_shipping_fee_refunds.htm&release=264.0.0&type=5)** Turn on shipping fee refunds so associates can refund or discount a shipment's shipping fee separately. Point of Sale prevents refunding or discounting the same shipment twice. - **[Supported Functionalities by Edit Order Types](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_supported_edit_order_types.htm&release=264.0.0&type=5)** POS app supports order edits and appeasements, each with its own set of functionalities. This table outlines the supported features for each type of order edit. - **[Validating Refunded Amounts via Adyen Refund Webhooks](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_validate_refunds.htm&release=264.0.0&type=5)** Point of Sale implements a validation system to block multiple fraudulent refunds tied to a specific order number. This validation uses Adyen's refund webhooks to confirm the success of refunds. All refunds (referenced and unreferenced) are validated via these webhooks. - **[Refund Validation Limitations in POS](https://help.salesforce.com/s/articleView?id=commerce.rt_pos_returns_validate_refunds_limitations.htm&release=264.0.0&type=5)** Review these limitations for validating refunded amounts via Adyen Refund Webhooks in Point of Sale.