This process may only be managed within the full CMS, and not via the POS.
When an item is returned, it may be marked as 'exchange required'. [](https://bookstack.iconography.co.uk/uploads/images/gallery/2026-06/HoUimage.png)The journey is similar if the Return is managed through the [RMA ](https://bookstack.iconography.co.uk/books/returns-aka-rmas "Returns (aka RMAs)")process
### New Sales Order Processing a return marked as an exchange will create a new linked Sales Order. [](https://bookstack.iconography.co.uk/uploads/images/gallery/2026-06/eA4image.png) This new Sales Order will be created without any Products and the User will need to add Products accordingly. ### Transfer Payment There will be a payment discrepancy on any Sales Order with a returned line - this will be flagged as Refund Pending. If the 'Transfer' button is pressed, it will transfer that balance to the linked Sales Order. [](https://bookstack.iconography.co.uk/uploads/images/gallery/2026-06/kFcimage.png) This will then display on the new Sales Order as a credit. [](https://bookstack.iconography.co.uk/uploads/images/gallery/2026-06/9yvimage.png)