Move a damaged or incorrect item out of available stock and record the product, quantity, reason, and date. Keep it separate while a responsible staff member checks whether it can be returned, repaired, or otherwise resolved.
Compare the item with the sale or receiving record and follow the terms provided to the customer, including any applicable consumer protections. Do not assume a POS automatically handles a return, stock adjustment, or customer remedy; check the actual configuration and record the agreed outcome.
Return an item to saleable stock only after its condition and description have been checked. If the issue could affect other units, review the same model or batch based on evidence. Keep private customer information out of public notes and correct the listing if it contributed to the mix-up.
