You can only return items in an order if:
They've been fulfilled
They've not already been returned
How do I return an order?
In the admin area
Go to Commerce > Orders.
Next to the order, click View.
Under More, click Return. This option will only appear if the order is returnable.
Chose the Items to return by changing the Quantity next to each item.
Optionally change the Date of the return.
Optionally enter a Reason for return.
In the POS
In the menu (three bars top left), click Orders.
Find the order you want to return (you can use the filter top right to narrow it down). You can also find specific orders for a person by going to People instead, finding the person, then viewing their specific orders)
Once you've found and opened the order you want to to return, click the options icon (three dots top right), and choose Return.
Choose the items you want to return by increasing the quantities.
Optionally change the Date of the return.
Optionally add a Reason for the return.
Click the tick icon top right to add the return.
You can now optionally refund the order.
Do items get restocked when returning an order?
When returning an order, we automatically restock any products. We ensure things aren't overstocked.
If you want to let the customer keep the item or the item is damaged, then you'll need to do a manual stock adjustment after returning the item.
You need to manually delete any linked items that were created as part of the order (e.g. tickets, memberships, gift vouchers).