Return a medicine at the counter
Available to
Pharmacists.A return starts from the original sale, so it is matched to the batch that was sold. The reason you choose decides whether the item goes back to the shelf or is quarantined, whether an incident is logged, and what happens to the insurer's share.
Take a medicine back
- At the counter, select Orders and filter to Paid. Or open the sale under Pharmacy → Counter Sales and select Return Products.
- Select the sale, select the medicine line, set the quantity to return and select Refund.
- Choose the reason in Why is it being returned?
- For a sealed over-the-counter item, answer Sealed and in date?
- Take the refund on the payment screen and select Validate.
Return reasons
| Reason | Prescription medicine | What happens |
|---|---|---|
| Patient changed their mind, Wrong item bought | Not accepted | A sealed, in-date over-the-counter item inside the return window goes to the returns shelf for inspection, then back to stock. |
| Dispensing error | Accepted | Refunded. The batch is quarantined and a Dispensing incident is logged. |
| Recalled batch | Accepted | Refunded. The batch is quarantined and a Recall notice is logged. |
| Adverse reaction | Accepted | Refunded. The batch is quarantined and an Adverse reaction report is logged. |
Good to know
- A dispensed prescription medicine can be taken back only for a dispensing error, a recall or an adverse reaction. The till offers only the reasons that fit. For a sale older than the return window (14 days unless your organisation changed it) it offers none and says This cannot be returned.
- Returned goods go to the Returns location, not to saleable stock, until a manager has inspected them.
- For an insured sale the insurer's share is credited on the claim in proportion to the quantity returned. If the claim was already submitted, finance gets a credit to review. The payer share on the refund is entered on the insurance payment method shown in the message.
- On the refund order, Print Credit Note prints the credit note.
- The reasons and what each one does are configuration. See Set up safety rules, reasons and counselling topics.
Related topics
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