Refund to the buyer's account. How is a refund carried out when using a cash register? Documents for the return of goods from the buyer

It is not always possible to correctly evaluate all the qualities of the purchased product when buying.. In addition, some defects are revealed only after a certain period of operation. In this regard, there is a need to return goods purchased, including with the help of a cashless payment. This article will discuss the features of this procedure.

It should be noted that the delivery of already paid goods to the store is possible both before and after receiving it. The decision to take such action may be based on various grounds, including:

• improper quality of the goods, which was discovered after the payment was made. In this case, it is possible to return the purchase only during the warranty period;
• non-compliance of goods with certain requirements of the buyer(size, style, color, etc.). By law, the delivery of goods in this situation must be made no later than 14 days from the day following the date of purchase. But the seller organization has the right to increase given term. However, there are some restrictions, which the seller, as a rule, warns about in advance. So, goods belonging to the category of personal hygiene, food, medicines and some others are not subject to exchange and return;
• the impossibility of fulfilling the obligation under the supply contract on the part of the seller, if a legal entity or individual entrepreneur payment has already been made under this contract.

What documents do I need to provide for a refund?

The standard list of documents required for this operation includes:

• application for a refund;
• identity document;
• purchase item;
• warranty card, if the reason for the delivery of the goods is its inadequate quality;
• proof of payment (cheque).

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It should be noted that the return of goods in the absence of defects in it is possible only on the condition that the buyer has not damaged the packaging and has not removed the labels or seals. The exception is situations where inspection of the goods is not possible without opening the package.

In addition, delivery of the purchase to the store is also allowed in the absence of a receipt, if payment for the goods can be confirmed in another way (for example, using witness testimony or video recordings). As a rule, sellers can identify their goods by marking, stamp on the price tag, etc.

The procedure for returning funds to the card

It is advisable to consider the procedure for returning funds to the buyer on a card or account in several stages:

1. First of all, the seller is obliged to make sure that all the conditions for accepting the goods are met: term; integrity of packaging, labels; product category.
2. It is the responsibility of the seller to offer the buyer to exchange the product for another, but similar product before issuing a return.
3. If there is no similar product in stock on the day the return is processed, the seller must refund the money.

It should be noted that the return of funds deposited to the account of the store using a cashless payment is not possible by issuing cash from the cash desk.

To do this, you must send a payment order to the bank, which will subsequently transfer the funds to the buyer's account.

Documents to be issued upon return

To make a return, you need to issue a number of documents. Among them:

• application for the return of funds transferred by bank transfer. The application is made by the buyer on the form issued by the seller, or according to the proposed form;
• act of return of goods in two copies. One of them, along with the check, remains with the seller, the second is transferred to the buyer;
• a payment order to the bank on whose account the funds are located;
• buyer's claim if the purchase does not meet quality standards;
• an act of non-conformity of the quality of the goods, drawn up by the seller.

How to reflect the return of goods in accounting?

The act of returning the goods with a check attached to it is transferred to the accounting department. Specialists of this department are obliged to carry out accounting of this transaction in order to ensure correct taxation.

Accounting is carried out using special entries established in the Order of the Ministry of Finance of the Russian Federation of October 31, 2000 No. 94n.

Terms of return of funds to the buyer by bank transfer

The money paid for the goods using a non-cash payment must be returned within 10 days from the date of execution of this operation. If the cause of the act lies in the presence of defects, then returns must be made within 14 days. The increase in the period is due to the need to check the quality of the goods.

The store bears the cost of transferring funds to the buyer.

In the event that the seller has not fulfilled its obligation to transfer funds, a civil claim may be brought against it. If there is a court decision on such a claim in favor of the buyer, a penalty of 1% will be charged from the store for each day of delay.

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The penalty is also collected when the delay occurred through no fault of the seller. However, in this case, the store is endowed with the right to demand a return claim against the guilty person (for example, a bank).

In addition, the seller may be held administratively liable under Art. 4.5 of the Code of Administrative Offenses. However, the period during which this is possible is limited to two months from the date of the administrative offense.

Features of the return of funds by online stores

Interaction with online stores is carried out, as a rule, only in the form of cashless payments. However, the possibility of returning goods with such a purchase is significantly more difficult due to the virtuality of the outlet.

In order to protect the rights of consumers, the seller in this case is obliged to inform the buyer about:

• the legal address of the store;
• terms for filing claims regarding the quality of the goods;
• period for the return of the purchase;
• the mode of operation of the organization;
• the need to maintain the integrity of packaging and labels.

The legal position of online stores regarding the return of purchases is much worse than that of other outlets. The fact is that the buyer is entitled to refuse the goods before its transfer, as well as after within 7 days, without explaining the reasons for such a decision.

Moreover, if the seller did not provide the consumer with information about the period and procedure for returning goods, then such a period is extended to three months.

Money for the purchase can be returned to the buyer not only to a bank account, but also to an electronic wallet at the request of the consumer. To do this, he just needs to indicate the details of the wallet in the return statement.

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Nonetheless, the seller has the right to deduct the cost of shipping the purchase from the amount returned if they were paid by him.

Thus, the scope of consumer protection in the area retail pretty wide. However, many are still in the dark about the possibility of returning the goods even if there are no defects.

It is only important to comply with the conditions for the return of such a purchase. In case of non-fulfillment of the obligation to return funds for the delivered goods, trade Organization can be brought to administrative and property liability.

How to properly issue a refund to the buyer in 1C, see this video:

The buyer has the opportunity to exchange or refuse the purchased goods if he is dissatisfied with the purchase. In this case, it becomes necessary to return to him the money received for the sold products.

The buyer has the right to demand a refund both for the goods already received and before they are received. You will have to pay it off both when receiving cash and when making payments through bank card or checking account.

When does such a need arise?

If a purchase is made individual through a retail facility, it has a public character. The conclusion of this agreement is confirmed by any fiscal document (cheque or receipt) issued by the seller, indicating payment. If the purchase is made by a legal entity from a supplier that has registered its business, then it is concluded that regulates the procedure for mutual settlements.

The seller must return the money under the following circumstances:

• In the event that the buyer refuses a purchase that does not suit him in color, size or any other physical characteristic. He has the right to return the purchased non-food product within 14 days from the date of purchase to the store. The store is obliged to accept the returned item only if its packaging is not broken, all seals and labels are in place. Moreover, the seller has the primary right to offer another similar item for replacement. If on the day of circulation of such a product is not available, the seller returns the money for the purchase.
• If the product does not meet the declared quality. The buyer has the right to return such goods for the duration of the warranty period. If the seller is not able to eliminate his shortcomings or exchange the goods for a quality one of the same brand, then he is obliged to return the fee in full.
• If it is impossible to ship the goods under a supply agreement concluded between legal entities, if an advance payment was made under this agreement.

All the nuances of returns in online stores are discussed in detail in the following video:

What needs to be provided to the buyer?

If the buyer has paid for the goods by bank transfer: by bank card, from an electronic wallet, by postal order or from a current account, then Refunds are made in the same way..

In order to issue a refund, you must present the following:

• the item itself with saved physical properties and in undamaged packaging;
• warranty card if available;
• any document confirming the identity (passport, driver's license);
• fiscal document on payment;
• application for a refund.

The application is written in any form or in the form offered by the store.

All additional costs incurred as a result of the return of the payment amount are borne by the seller.

It is not always possible to declare a refusal to purchase and a desire to return the money. The seller will not return the received funds if the following circumstances occur:

• the purchase is a food product of good quality;
• non-food products are included in the list of exceptions that cannot be exchanged or returned ( medicinal product, cosmetic product and etc.);
• the buyer does not have a document certifying payment.

In the latter case, a return is still possible if the buyer can prove the fact of purchase in another way, for example, with the help of witness statements.

Step by step procedure

Upon return, the seller performs the following actions in the following order:

1. Sets the purchase date. From the date of purchase, no more than 2 weeks should pass, the day of purchase is not included in the calculation of this period.
2. Make sure the buyer has the right to return the product. If the product is classified as technically difficult, it cannot be exchanged or returned.
3. It certifies the safety of the properties and integrity of the package. The buyer has the right to return the goods with damaged packaging only if it is impossible to inspect it without opening it.
4. Offers an existing item with the same properties and characteristics for exchange.
5. If there is no similar product in the store on the day of contact, it draws up documents for the return.

Documentation

• An authorized person signs a check or other document evidencing payment for the purchase.
• The seller draws up act for the return of goods. This document does not have a unified form and is drawn up arbitrarily, indicating the required details:
  • name and short description returned products;
  • acquisition cost;
  • receipt number (check, warrant, etc.);
  • date and reason for refusal to purchase.

  The act is drawn up in 2 copies: one with an attached fiscal document of payment remains with the seller, the second is given to the buyer.

• for a refund by bank transfer is sent to the bank within the period established by law.

If the returned goods are of inadequate quality, an act of non-conformity of quality must be issued. If an organization made a purchase, there is a unified one for these purposes. Also a claim is required received from the buyer.

Reflection in accounting

When issuing a return, it becomes necessary to make appropriate records of business transactions. Postings that record the fact of the return of goods from the buyer:

If the company applies, it will still have to reverse the accrued VAT with adjustment ones.

Return period

The legislator has provided for a variation in the timing of the return of money, depending on the reason for refusing to purchase and the method of calculation:

• funds are returned by bank transfer within 10 days;
• when paying in cash - within 3 days.
• returns for defective goods within 2 weeks.

If the seller delays the payment of funds for any reason, the buyer has the right to demand a penalty. By general rule its size is 1% of the amount for each day of delay payment. This claim can only be made in court. Moreover, this can be done even if the payment was delayed by a bank or other organization that transfers funds. The seller will be obliged to pay a penalty, after which he will be able to address a similar requirement to the organization that allowed the transfer to be delayed.

The law does not specify how exactly the return period is calculated - in calendar or business days. But since the legal status of the buyer is a priority, human rights activists interpret the law in their favor, counting the period in calendar days.

In the event that the consumer is not satisfied with his purchase, you can return the purchased item back to the store. To do this, you must submit cash receipt, or another document proving payment for the purchase. If the check has not been preserved, it is allowed to provide the testimony of a witness who saw the fact of the acquisition.

In case of refusal of the goods directly on the day of purchase, the client submits a fiscal document, the seller fills out an invoice for the accepted purchase.

But, if the client came to the store on the occasion in question, a few days after the purchase, there will be a slightly different procedure for transferring the money spent by the client.

This will require the following documents:

• An application indicating the data of the client's passport and the reason for the refusal to purchase;
• fiscal document;
• Cash order.

In this case, the money is issued by the cashier at the cash desk of the store according to a debit note, indicating the client's passport data.

The procedure for the return of funds to the buyer

It is the client's right to choose the payment method. Therefore, the form of payment occurs depending on the desire of the buyer and the technical capabilities of the point of sale. Now everything more people pay at retail outlets using credit cards or divide payment into cash and non-cash. In such cases, the seller in the store is faced with the question of how to carry out a refund if the client requires it.

In this case, certain rules apply. If the purchase was paid in cash, the refund is made from the cashier, as well as by bank transfer. In the latter case, the client must apply in writing for the return to be made to the card, and indicate the relevant details.

Cash in without fail must be returned in a non-cash form, if the purchase was originally paid by card.

Return of funds to the buyer by bank transfer

If the buyer paid for the goods with a card, used an Internet wallet, made a transfer or payment from an account, the amount is returned in a similar way.

When making a return, you must provide:

• Goods with preserved primary properties and complete packaging;
• Warranty card, if any;
• Passport or other document confirming the identity of the buyer
• Application for a refund of money spent.

The application is drawn up in a free form or according to a specific model used in a particular point of sale.

Reasons for a refund to the buyer

If the purchase did not suit the citizen in terms of color, size or other physical parameter, you can return the purchased product within 2 weeks. The store is obliged to pick up the product only if the packaging, all seals and labels are intact. Moreover, the seller has the right to offer the client a similar product in order to make an exchange, which is done first. If on the day of circulation of such goods is not available, they usually return the money.

If you have purchased a defective product, it can be returned within the warranty period. If the seller is not able to cancel the defects or replace the product with a quality one of the same brand, he will compensate the cost in 100% of the amount. In case of non-fulfillment of the supply contract drawn up between the two organizations, compensation is also paid if an advance payment was made under the contract.

The term for the return of funds to the buyer when returning the goods

Legislation provides for several terms for the return of funds. The period depends on the reason for the refusal of the purchase and the method of payment.

In case of non-cash payment, the money must be returned within ten days. Cash back within 3 days. And returns for goods of inadequate quality are carried out within a few weeks.

It should be added that if the payment of funds is delayed due to various circumstances, the client has the right to demand payment of a penalty. In this case, the general rule is that the refund is 1% of the cost for each day overdue. However, such a claim is made only after the decision of the judicial authority.

Buyer refund request

The law on the protection of rights states that the buyer can exchange, return the purchase if it did not suit him in color, style, size. And here it is necessary to compose. It should be clarified that there is a list of goods that cannot be returned. it medical preparations, personal care products, jewelry, plants.

If the purchase is not included in the special list, the seller is obliged to exchange the product or refund its cost if a similar product is not this moment time is not available at the outlet. These options are possible only while maintaining the presentation, consumer characteristics and seals. In this procedure, it is necessary to draw up and sign an appropriate written request.

The number of purchases made with a bank card is rapidly increasing. Therefore, if the quality of the goods is not suitable for some parameters, the question arises of how to return a purchase made by bank transfer.

In this article, we will consider in detail what grounds for a return arise in such a case, how to act in order to return the money, how long it takes, and other features of the procedure.

○ Under what circumstances can
need for a refund
cashless buyer?

In cases of payment by card, as well as in cash, the provisions of the Law on the Protection of Consumer Rights (hereinafter referred to as the Law) apply. A refund to the buyer is carried out when the goods are returned in accordance with paragraph 1 of Art. 18 of the Law.

The consumer, in case of detection of defects in the goods, if they were not specified by the seller, at his choice has the right to:

• demand a replacement for a product of the same brand (the same model and (or) article);
• demand a replacement for the same product of a different brand (model, article) with a corresponding recalculation of the purchase price;
• demand a commensurate reduction in the purchase price;
• demand immediate gratuitous elimination of product defects or reimbursement of expenses for their correction by the consumer or a third party;
• refuse to fulfill the contract of sale and demand the return of the amount paid for the goods (clause 1, article 18 of the Law on the Protection of Consumer Rights).

At the same time, for processing a return, the transfer of goods to the buyer is not prerequisite. The main thing is the receipt of funds to the seller's account.

In addition to low-quality goods, the buyer has the right to count on a refund if:

1. He is not satisfied with the product parameters (color, style, etc.). In this case, a return is possible within 2 weeks from the date of purchase. The Seller may extend this period by mutual agreement or limit it. For example, items from the category medicines, food, personal hygiene items, etc. In such cases, the buyer must be warned about the impossibility of a return before the transfer of funds.
2. The seller is unable to fulfill his obligations under the supply contract while the buyer has made payment (when we are talking about legal entities and individual entrepreneurs).

○ What does the buyer have to provide to the seller?

To make a return, you must submit:

• the product in the form in which it was received with the presence of labels and labels;
• warranty card (if any);
• cheque;
• return statement.

Below we will discuss in detail why each of them is necessary.

✔ Goods in good condition and with all documents, seals and labels.

The legislator establishes that the return of a purchase is possible only if the packaging is not damaged, all labels and seals identifying the goods are available. The exception is things that cannot be inspected without opening the package.

The importance of this requirement is explained by the fact that in case of disagreement between the parties regarding the quality of the goods, an examination is required. And intact packaging is a guarantee of the reliability of its results. If you have opened the purchase, cut off the labels and / or seals, it will be quite difficult to prove that the quality discrepancy is the result of marriage, and not improper use of the goods. Therefore, the return in the proper form is, first of all, important for the buyer.

✔ Passport or other document.

Identification is required so that the seller can verify that the goods were purchased by you. Payment by bank transfer is made according to the details of the parties, so verifying the data if you have a passport or other personal document will be quick and easy. In addition, proof of identity is required to record a return request.

Also, a passport is required during the return procedure, it will serve as proof that the money will go to the applicant.

✔ Warranty card if available.

This document specifies detailed specifications product to accurately identify it.

The warranty card will act as additional proof that the product that was presented for return was purchased. In addition, it is required if the item you are returning will be re-submitted for sale in the future.

✔ Check or receipt for payment.

This is one of the main documents that is included in the list of documents required for the return. It is he who will serve as proof of a successful payment transaction, as well as fix the date and time of the payment transaction. In addition, the seller needs a check / receipt for reporting.

If you have lost your receipt, this is not grounds for refusing to accept the goods back. In this case, you can confirm the fact of purchase with witness testimony.

✔ Return of goods application.

It is this document that is the basis for the seller to consider the return request. It is not necessary to conduct oral or telephone negotiations with the store, you must immediately draw up a written application.

The application is filled in in a free form or according to the established by the seller. In each case, the document must indicate how the payment was made and the fact of personal payment by the buyer's card.

○ The procedure for transferring money to the card.

The money is transferred to the buyer's card on the basis of his application for a refund and the availability of a list of required documents.

✔ Checking the quality of the goods and claims of the buyer on the spot or with the help of an examination.

Required to make a decision on the legality of the claim for compensation. If the parties have come to an agreement, the goods are inspected on the spot and a return is issued. But if you failed to negotiate with the seller peacefully, and he refuses to take the thing back, you have the right to demand an examination. It is carried out at the expense of the seller. But if as a result it is revealed that the inadequate quality of the goods is caused by its improper operation, you will be obliged to reimburse the cost of the examination and withdraw the return application.

Thus, the examination is designed to resolve disagreements between the parties and establish the real reason for the non-compliance of the characteristics of the goods with the declared ones.

✔ Mandatory replacement offer.

Before issuing a refund, the seller must offer to replace the product with a similar one. This is easier for both parties because it requires a minimum number of steps. Refunds will only be made if:

• at the time of the request, the required product is not available;
• the buyer categorically refuses to agree to a replacement.

✔ Making a return with the provision of documents from the buyer.

To transfer money to the buyer, the following algorithm of actions is performed:

1. The seller signs a check or receipt, thereby confirming the fact of purchase and payment.
2. An act of return is drawn up in 2 copies.
3. A payment order is sent to the bank to return the money by bank transfer.

Please note that if the purchase was paid by card, the refund will also be made only to the current account.

○ How long does it take for the money to be credited to the account?

Funds must be transferred to the buyer within 10 days from the date of acceptance of the application. If the return is carried out due to non-conformity of the quality of the goods, the period is extended to 14 days. Additional time is required to establish the causes of the defect.

The buyer may demand a refund of the money paid both for low-quality goods and for goods that he decided to refuse after the purchase for another reason (subject to the preservation of the presentation). But if everything is simple with cash, then with the return of funds to a bank card or other account, payment from which is made without cash, it can be difficult.

When do I need to return the money by bank transfer?

The Law "On the Protection of Consumer Rights" applies to both cash and non-cash payments - with some changes and amendments. But general essence remains unchanged.

There are certain rules that must be observed by both the seller and the buyer. If the purchase is made in a retail facility, a public sale and purchase agreement is concluded. It is confirmed either by a sales receipt or a receipt for the sale of goods. Refunds at the request of the client must be made in the following circumstances:

• If the client was not satisfied with the item, and two weeks have not passed since the purchase. Then the buyer can either ask the seller to replace the product, or return it to the store in exchange for the money paid. Far from any product, the seller must accept: the buyer is obliged to keep both the product itself and its packaging intact. All seals that protect the goods from opening during the warranty period must be retained.
• The buyer can return defective goods while the warranty is valid. The seller may offer an alternative exchange for another product. If the seller does not have such an opportunity, he must return the money to the consumer.
• The seller needs to return the money within 3 days from the moment the buyer contacted him (ten days in case cashless payment). Such products, personal hygiene items, batteries cannot be returned. The big question is about this category of goods, which is called "technically complex". The fact is that even a power cable for mobile phone. Such subtleties must be taken into account and, in which case, specify which group the product belongs to.

What you need to provide the consumer to process the return

To process a return, the buyer of the goods provides:

• The goods themselves are intact and in a whole package, without damage (the preservation of the presentation is required for subsequent sale);
• Check or receipt, and (if available) - warranty card;
• Identity card (this can be a passport, driver's license);
• Consumer's application for a refund (free form).

If additional costs occur during the refund, they must be borne by the seller or the company in which the seller works. At the same time, the seller has the right not to accept the goods if it is a product that meets the declared characteristics and is not subject to return, or the client does not have a document confirming the purchase. In the second case, the buyer can still count on a refund of his money even without a check or receipt, but only if he has witnesses to the purchase of the goods or other undeniable evidence that the purchase was made directly at this outlet.

With regard to the return of technically complex products of good quality, here the buyer can make concessions. Of course, the seller will always insist that such a product is non-refundable, but the buyer may report individual shortcomings that he noticed during the use of the product.

However, these difficulties, as a rule, are eliminated quite simply with the participation of the store administration and are aimed at satisfying both parties involved in the conflict.

As for pharmacy drugs, they cannot be returned in any case. The reason for this is obvious: under the guise of pills, an ill-wisher can return, for example, a poisonous substance to a pharmacy. Therefore, for these types of products, there is no possibility of a refund for the goods.

Step-by-step instructions - how to return funds by bank transfer

The seller does not need to come up with something special to issue a return. But first, he needs to make sure that the return can be made and the buyer is right. To do this, follow these steps:

1. Find out the date of the purchase. If more than 14 days have passed, the goods with proper quality cannot be returned;
2. Make sure the buyer can return the purchase. Technically complex goods, food products and medicines cannot be returned or exchanged (although with technically complex goods of inadequate quality, a return will still have to be made);
3. Check the safety of the goods and packaging. However, if the buyer could not inspect the goods without opening the package, then the latter does not matter in this case.

Suggest an alternative. If the buyer does not like the color, you can offer him to choose another.

In the end, if the buyer completely refused to replace the product with a similar one, it is necessary to issue a return. The next section tells about what documents are drawn up for this.

Paperwork

An authorized employee must sign a check or receipt stating that the contract of sale has been completed (in other words, payment for the purchase). The seller needs to issue an act that the goods are returned with proper quality. There are no forms for this paper, so it is written in an arbitrary form, where you need to indicate:

• Name, model and description of the product for which the return is issued;
• Cost of goods;
• Date of refusal and reason for this.
• When returning goods with proper quality, an arbitrary form is also drawn up for the nightly replacement of goods.

The seller is obliged to accept the buyer's application for a refund. The Purchaser may make additional copies of this statement at will.

How is this reflected in the report?

In accounting, when making a return, you need to make certain amendments. This is how the transactions that reflect the fact that products are returned to the store with a refund look like:

Refund deadlines

The return periods differ depending on how the purchase was paid for and for which product the funds are being returned. For cash payments, the refund period is 3 days, for non-cash payments - up to 10 days. If funds are returned for low-quality goods, the seller must return the money no later than two weeks later.

In case of delay in returning money to the client's card, the buyer may demand a penalty from the seller. This is approximately 1% of the purchase amount for each day of delay.

True, the buyer can make a claim only with the help of the court. It also happens that the bank delayed the money - then the buyer can still demand a penalty from the seller, and the seller from the bank. And so on.

The law does not indicate whether calendar or business days are included in these numbers. It depends on how the law is interpreted. As a rule, he takes the side of the buyer, although there are exceptions.

Refunds are an unpleasant necessity that sellers must comply with if they are wrong. At the same time, the formula “the buyer is always right” is not always correct, and in some cases the seller has the right not to return funds for the purchase. The details of the refund are regulated by laws, and in case of misunderstanding, the problem can be settled in court.

However, neither the buyer nor the seller will benefit from this, so it is best to resolve matters calmly and amicably.

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