Mr.DoNothing POS — Refund Procedure 退款處理流程 · Hong Kong PopCorn Pop-Up Store 香港快閃店

🛒 POS Guide 🧸 Display Guide

A customer wants a refund? Follow 6 steps ↩

客人要退款？照著這 6 步做就對了。
💳 Card only — refund to the same card 📝 Always record the reason 🙋 No manager needed — you can do it
GROUND RULES · 基本原則

Read this first

先看這個。
  • You can process the refund yourself. There is no manager on site, so you do not wait for approval — just follow the steps. 你可以自行處理退款。現場沒有負責人，不必等核准，照步驟做即可。
  • Card only — money goes back to the SAME card that paid. We do not take cash, so we never refund cash. If the customer no longer has that card, ask in the LINE group. 只收刷卡—退款退回原本付款的那張卡。我們不收現金，也絕不退現金。若客人沒有那張卡，先問 LINE 群組。
  • A refund reason is mandatory. Every refund is logged under your name with the reason and time. Pick the correct reason — that is your record and your protection. 退款原因必填。每筆退款都記在你名下（含原因與時間）。選正確原因—那是你的紀錄，也是保護你的證據。
  • Two parts, both required: ① refund in the POS (fixes our records & stock) ② refund on the card terminal (returns the actual money). Doing only one leaves it wrong. 兩個動作，缺一不可：① 在 POS 退款（更新紀錄與庫存）② 在刷卡機退款（實際退錢）。只做一個就會出錯。
1

Stay calm and polite 保持冷靜與禮貌

  • Listen fully, don't argue. Say: "No problem, I can help with that." 先聽完、不要爭辯。可以說：「沒問題，我來幫您處理。」
  • Keep the customer and the product at the counter while you check. 處理期間，請客人與商品都留在收銀台。
💡 A calm, kind tone solves most refund situations before they get tense. 💡 語氣冷靜親切，多數退款狀況都能在變緊張前就解決。
2

Confirm the purchase 確認購買紀錄

Find the original sale before you refund anything. 退款前，先找到原始的那筆銷售。

  • Ask for the receipt or the card slip if they have one. 若客人有收據或刷卡單，先請他出示。
  • Open the POS → History 交易記錄 tab → search by receipt no. / item name / barcode. 打開 POS →「交易記錄」→ 用收據號／商品名／條碼搜尋。
  • Match the item, quantity and amount before going further. 先核對商品、數量與金額，再往下做。
⚠️ Can't find the sale, or no proof of purchase? Don't refund yet — go to When to ask LINE. ⚠️ 找不到該筆銷售、或沒有購買憑證？先別退—看「何時問 LINE 群組」。
3

Identify & record the reason 確認並記錄原因

Ask why, then pick the matching reason in the POS. This is required. 問清楚原因，再在 POS 選對應的原因（必填）。

Reason 原因What it means 說明
Defect 瑕疵Broken, faulty, or damaged item.商品破損、故障或有瑕疵。
Size 尺寸Apparel is the wrong size.服飾尺寸不合。
Exchange 換貨Customer wants a different design/item.客人想換其他款式／商品。
Buyer remorse 後悔Simply changed their mind.單純改變主意。
Other 其他Anything else — add a short note.其他情況—加一句簡短備註。
💡 If unsure which to pick, choose the closest one and add a note. Never leave the reason blank. 💡 不確定選哪個，就選最接近的並加備註。原因欄絕不留空。
4

Process the refund in the POS 在 POS 完成退款

  1. Go to History 交易記錄 and open the sale you found. 進入「交易記錄」，打開剛找到的那筆銷售。
  2. Choose how much to refund: 選擇退款範圍：
    • ↩ Partial / 部分退款 — refund some items or quantity.退部分商品或數量。
    • 🧾 Cancel all / 全部取消 — refund the whole sale.整筆退款。
  3. Pick the Refund reason / 退款原因 from Step 3 (required). 選 Step 3 的「退款原因」（必填）。
  4. Tap ↩ Partial / 部分退款 or 🧾 Cancel all / 全部取消 to finish. No extra PIN is asked — you're already logged in. Stock is put back automatically. 按「部分退款」或「全部取消」完成。不會再要求 PIN—你已登入。庫存會自動回補。
✅ You'll see the sale marked with an R- refund number. That confirms the POS side is done. ✅ 該筆會出現 R- 開頭的退款編號，代表 POS 這邊已完成。
5

Return the money on the card terminal 在刷卡機退款

💳 The POS refund does NOT move any money. It only fixes our records & stock. You must return the money on the Oasis card terminal, to the same card the customer paid with. 💳 POS 退款不會實際退錢，只更新紀錄與庫存。你必須用 Oasis 刷卡機把錢退回客人原本付款的那張卡。
① POSRefund recorded 記錄退款
(R- number)
→
② Card terminalRefund to same card
刷卡機退回原卡
→
③ DoneMoney returned 退款完成
  • On the Oasis terminal, choose the Refund function and refund to the same card. 在 Oasis 刷卡機選「退款(Refund)」功能，退回同一張卡。
  • Card refunds may take a few days to appear on the customer's statement — tell them this is normal. 刷卡退款可能數天後才會顯示在客人的帳單，這是正常的，請先告知客人。
⚠️ Card terminal won't refund, or the customer doesn't have the original card? Stop and ask in the LINE group — don't hand over cash or another card. ⚠️ 刷卡機退不了、或客人沒有原卡？先停下來問 LINE 群組—不要給現金或退到別張卡。
6

Close out & log it 收尾與記錄

  • Hand back the item(s) being exchanged, or take back the returned item. 交回要換的商品，或收回退回的商品。
  • Give the customer the card refund slip if the terminal prints one. 若刷卡機有列印退款單，交給客人。
  • For a full cancellation, drop a quick note in the team LINE group (what, why, amount). 整筆取消後，在團隊 LINE 群組簡短告知（品項、原因、金額）。
  • For an exchange: refund the old item (Steps 4–5), then ring up the new item as a normal sale. 換貨：先退舊商品（Step 4–5），再把新商品當一般銷售重新結帳。
✅ Both the POS and the card terminal show the refund, the reason is recorded, and stock is back. Done. ✅ POS 與刷卡機都顯示退款、原因已記錄、庫存已回補—完成。
☰

Common situations 常見情況

Situation 情況What to do 怎麼做
Faulty / broken item 商品瑕疵 Accept it. Reason = Defect 瑕疵. Full or partial refund + card refund. Set the faulty item aside (don't re-shelf).接受退款。原因＝瑕疵。退款＋刷卡退。瑕疵品另外收好，不要放回架上。
Wrong size 尺寸不合 Offer the right size first (exchange). If none, refund. Reason = Size 尺寸.先提供合適尺寸（換貨）。沒有就退款。原因＝尺寸。
Changed mind 改變主意 Item must be unused & undamaged with proof of purchase. Reason = Buyer remorse 後悔.商品須未使用且無損並有購買憑證。原因＝後悔。
Wants a different design 想換款式 Reason = Exchange 換貨. Refund old (Steps 4–5), ring up the new item.原因＝換貨。退舊（Step 4–5），再結新商品。
No receipt 沒有收據 Find it in POS History by item/date/card. Can't find it → ask LINE first.用商品／日期／卡片在「交易記錄」找。找不到→先問 LINE 群組。
Doesn't have the original card 沒有原卡 Don't refund to another card or cash. Ask in the LINE group.不要退到別張卡或退現金。問 LINE 群組。
✋

When to stop & ask the LINE group first 何時先停下來問 LINE 群組

  • You can't find the sale or there's no proof of purchase.找不到該筆銷售，或沒有購買憑證。
  • The customer doesn't have the original card, or the card terminal won't process the refund.客人沒有原卡，或刷卡機退不了款。
  • Item is used / damaged but they insist it's a "change of mind."商品已使用／損壞，但客人堅持是「改變主意」。
  • The situation is turning into a dispute, or the amount feels large / unusual.情況演變成爭執，或金額偏大／不尋常。
📞 When in doubt, ask in the team LINE group. It's always OK to say: "Let me confirm with my team — one moment." Never guess. 📞 有疑問就問團隊 LINE 群組。你隨時可以說：「我跟團隊確認一下，請稍等。」別用猜的。
✓

Do / Don't — quick card 該做／不該做 快速卡

✅ Do 該做🚫 Don't 不該做
Stay calm and polite.保持冷靜有禮。 Argue or rush the customer.跟客人爭辯或催促。
Find the sale in POS History first.先在交易記錄找到該筆。 Refund without finding the sale.沒找到就退款。
Always pick the correct reason.一定選正確原因。 Leave the reason blank.原因留空。
Do BOTH: POS refund + card terminal refund.兩件都做：POS＋刷卡機退款。 Do only the POS side and forget the card.只做 POS、忘了刷卡機。
Refund to the same card.退回同一張卡。 Give cash or refund another card.給現金或退到別張卡。
Ask the LINE group when unsure.不確定就問 LINE 群組。 Guess or make up a rule.用猜的或自訂規則。