Return requests and questions from the receipt page: the request reaches the till, not the chat

The jacket a size too small

Rania has a children's clothes shop in Nasr City. On Thursday a mother buys two pairs of pyjamas and a jacket, and the cashier sends her the receipt on WhatsApp. On Saturday night, at eleven, a message arrives on the shop's phone: “the jacket is too small, can I exchange it?”. It sinks under fifty other chats. On Sunday morning the mother is at the counter, the cashier knows nothing, and Rania is called away from the supplier to sort it out.

Nothing here is anyone's fault. The request simply arrived in the wrong place: a private chat instead of the till, with no receipt attached.

On the customer's side

The receipt's link reaches the customer in the WhatsApp text the cashier shares from the receipt (Receipts → the receipt → WhatsApp). Under the receipt the page now offers:

• Request a return: pick the items and how many, a reason from a short list (wrong item, damaged, not as described, changed my mind, other), a few words if wanted, an optional photo, and an optional phone number for an answer on WhatsApp.
• Ask a question about the receipt, up to 500 characters.
• Your requests: the state of each one — waiting for the shop, accepted (bring the items), returned, declined with the reason, or answered with the shop's reply.

No account and no app: the link is enough. And “Remove my requests” lets the customer delete what they sent.

On the till

1. On the Sell screen a badge appears: Customer requests: 1. It moves by itself, without reloading.
2. It opens the list: each request with its receipt, the customer's words and the photo.
3. Accept and make the return opens the receipt's normal return form with the quantities already filled in. Check the items, make the return, and the customer's page says “Returned on receipt …”.
4. Or Reply, or Decline with a reason the customer reads on the page. If the customer typed a number, Reply on WhatsApp opens WhatsApp with your answer written; you press send.

A cashier can read and reply; accepting or declining a return needs the returns right, or a manager.

The rules

• A return window: 14 days after the sale by default, anything from 1 to 365. After it the return form closes; a question is still possible.
• One waiting request per receipt of each kind: one return request and one question at a time.
• Never more than is left on the receipt: what was returned before is taken off.
• The photo and the phone are seen by your staff only; the phone is only what the customer typed, used to answer.
• Requests are kept 180 days, and a limit per hour keeps nuisance out.

Setting it up

Nothing to switch on: both forms are on, with 14 days. To change them, open Settings → Shop → The customer's receipt page: the Return window (days), and the two switches for return requests and questions.

What it does not do yet

Which plans include it

Every plan of PosMasr Cloud — Basic (499 EGP a month), Cashier, Shop, Business and Chain — and the 14-day trial. No add-on: it comes with the customer's receipt page. See the PosMasr Cloud page.

Quick answers

Does the customer get the money back from the page?
No. The page sends a request; the return and the refund are made at the till, by your staff.

Can a customer send ten requests?
One waiting request of each kind per receipt, and a limit per hour.

I sell final sale only. Can I turn the return form off?
Yes, in Settings → Shop; questions can stay on.

Who sees the customer's photo?
Your staff only, signed in. It is shrunk and stripped of its hidden data, and is not on any public address.

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