Exchange a product for a customer

You always try to have your customers leave the store with the perfect product - but sometimes that doesn't happen. Maybe it's a size too big or the color isn't exactly right. For whatever reason, you can often fix the issue by exchanging the product for something else.

If the customer is simply returning the item, and not getting a new product, follow the instructions for a Return in Ascend.

Exchanging a product

1. Select the Sale icon or Create > Sale from the Ascend desktop.
2. Attach a customer to the sale.
3. If the customer has their receipt select Products > Return Previous Sales Items (or press F10 on the keyboard to open this window).

     a. Scan the receipt.
     b. Check the item(s) being returned.
     c. Select Add to add the product(s) to the sales screen with a negative quantity.

4. If the customer does not have their receipt, add the product manually.
     a. Scan the item barcode or search for it in the product search bar.
     b. Double-click the sales item to edit it.
     c. change the quantity to a negative value (such as -1 if the customer is returning 1 of the item). 

5. The Total shows the price in parentheses, indicating a negative value.
6. Now add the product the customer is taking home to the sale by either scanning the barcode or searching for the product. A positive quantity is added by default.

Finish the transaction like a normal sale. Add any additional items and take payment, if needed.

If the returned item was worth more than the new item, you may still have a negative balance on the sale. If the customer isn't buying anything else today, simply choose the payment method you'll be using to refund that amount (we recommend Instore Credit so the customer can spend that balance on their next visit to your shop!).

Additional Resources


  1. Run a sales transaction
  2. Complete a return
  3. Create a layaway
  4. Create a quote
  5. Add a customer
  6. I messed up a sale/payment. How do I fix it?
  7. Change a Tax Rate during a sale
  8. Set up a category flat tax
  9. Create a sales promotion
  10. Add or edit products for an existing sales promotion
  11. Download coupons using the Coupon Wizard
  12. Record a payout
  13. Sell a Gift Card
  14. Sell a Gift Certificate
  15. Issue In-Store Credit
  16. See sales totals for my customers (like what they owe us, what we owe them, and what they've spent over time)
  17. Create, edit, and use coupons
  18. Use the Cash Drawer Counter
  19. Add a country in Ascend
  20. Add a Tax Exception Reason
  21. Create custom payment types
  22. Print a large receipt for a transaction
  23. Exchange a product for a customer
  24. Use rounded payments
  25. See who took a payment
  26. Change the customer in a transaction
  27. Charge a purchase to Purchase on Account (accounts receivable)
  28. Set up Purchase on Account for a customer (accounts receivable)
  29. Close Purchase on Account for a customer (accounts receivable)
  30. Post a payment to Purchase on Account (accounts receivable)
  31. Send invoices for Purchase on Account (accounts receivable)
  32. Handle Special Order items
  33. Process a cash payment
  34. Process a check payment
  35. Process a custom payment type
  36. Process an eCommerce payment
  37. Process a financing payment
  38. Process a gift card payment
  39. Process a gift certificate payment
  40. Process an in-store credit payment
  41. Manually process a credit card, Trek Card, or gift card payment
  42. Process credit or debit card payments using the (Ingenico) payment terminal
  43. Process a Trek Card payment
  44. Process a trade-in payment
  45. Manage Discount Reasons
  46. Discount items on a transaction

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