Returning a product in Shepherd involves two separate steps: processing the item return first, then issuing the monetary refund. Completing these in order keeps your invoices, inventory, and client balances accurate.
This article covers returning an item to stock and some brief refund information. For more in-depth coverage on the refund process with and without Shepherd Pay, please see:
What You Need to Know
Always complete the item return before issuing a refund.
Return and refund are two separate steps. Skipping the return first can create mismatched balances that are difficult to fix. Do NOT use the "Payment Refund" button. Use "Return Items" instead.
The invoice must be in Checked Out status before a return is possible.
Returns are only available on paid, Checked Out invoices. If the product was never paid for, remove or void the line item from the active invoice instead.
Returning an item creates a negative amount on the attached invoice.
This is not an error — it represents the amount owed back to the client. You'll issue the refund from that invoice in the next step.
Only check Restock Item if the product is physically coming back to your clinic.
If the product was never dispensed, was discarded, or is being refunded as a courtesy, leave Restock Item unchecked.
Return access is controlled by user role permissions.
If you don't see the Return Items button on a paid, Checked Out invoice, contact your Shepherd admin to review your role.
How to Return a Product
Before you can return a product in Shepherd:
A payment must have been made on the invoice.
The invoice must be in Checked Out status.
Open the invoice that contains the product being returned.
Locate the product the client is returning.
In the Return Quantity column, enter the quantity being returned.
Check Restock Item if the returned product should be added back to inventory.
Select Return Items located under the Take Payment button.
Returning items with Shepherd Pay
DO NOT click Payment Refund.
When returning products that were paid through Shepherd Pay, select the Return Items button, beneath it to properly return first and then refund.
Attaching the Return to an Invoice
After selecting Return Items, Shepherd will prompt you to attach the return to an invoice. Returned items must be attached to an invoice before you can issue a refund.
If an active invoice exists: You can add the returned item to the existing active invoice.
If no active invoice exists: Select Create New Invoice to generate a new invoice for the returned item.
After selecting an invoice, click Return to confirm.
Issuing a Refund
After the return is complete, issue the monetary refund from the invoice.
Select Issue Refund.
Choose the Refund Method — cash, credit balance, credit card, or Shepherd Pay.
Input the Refund Amount.
Select Check Out to finalize.
Verifying Returned Inventory
You can check if the items were successfully returned to stock by navigating to Admin > Inventory > Transactions.
Frequently Asked Questions
Why don't I see the Return Items button or the Return Quantity column?
The Return Items button and Return Quantity column only appear when two conditions are met: a payment has been made on the invoice, and the invoice is in Checked Out status. If either condition is not met, the return option will not be visible. If the invoice is Checked Out and paid but you still do not see the option, your user role may not include return permissions — contact your Shepherd admin to confirm.
I issued a refund before returning the item. The account balance looks wrong. What should I do?
Contact Shepherd Support for help specific to your account. Issuing a refund before processing the item return can create mismatched balances on the invoice. A support agent can review the transaction and walk you through the correction steps.
Can I return only part of what was purchased?
Yes — in the Return Quantity column, enter only the quantity the client is returning. You do not need to return the full quantity on the invoice. Some items cannot be partially returned, like items in static bundles or items with a set minimum selling price.
Can I return a product that was purchased before the clinic started using Shepherd?
Returns in Shepherd require an original Checked Out invoice in the system. For products sold before your clinic began using Shepherd, contact Shepherd Support — a support agent can walk you through the appropriate steps for issuing a credit in that situation.
How do I handle a pending payment that needs to be cancelled instead of refunded?
Voiding a pending payment and issuing a refund are different processes. If you have a Shepherd Pay transaction that has not yet settled, contact Shepherd Support for guidance — voiding follows a different workflow depending on the payment method and its current status.