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Why does POS change an item from a sale price to a regular price when I make it a return? Is there any way for POS to know from a customer's history what price they paid?

I would like to quickly be able to process returns when the customer does not have a receipt.  It seems the only way to know if a person paid a sale price for something is if they have their receipt or if we manually look in their history.  Is there any way for POS to know what they previously paid for an item without us having to find it assuming they do not have their receipt with them?

QuickBooks Team

Thank you for posting, @cgephart. To provide the best re...

Thank you for posting, @cgephart.

To provide the best resolution to this concern, can you share to us if your QuickBooks Point of Sale is synced to QuickBooks Online or QuickBooks Desktop?

Looking forward to hearing from you.
QuickBooks Team

Good to see you here in the Community, cgephart. Let me s...

Good to see you here in the Community, cgephart.


Let me share some information in locating the customer's buying/returning history.

If the customer has the receipt, you can easily scan the receipt to locate it easily.


Here's how:

  1. Scan the receipt.
  2. The Sales History window will open.
  3. Click on the receipt and add/edit a customer. 
  4. Select Save Only.

To further assist you in locating the amount paid if you no longer have the receipt, I suggest reaching out to our Point of Sale Technical Support. They can pull-up your account in a safe and secure environment and locate the item.


Here's how to reach them: Point of Sale Technical Support.


That should get you in the right direction. Let me know if there’s anything else that I can help with your account by leaving a comment below. I’m always here to assist. Have a great rest of the day. 

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