Refunds in Flowhub Maui let you return products from a previous purchase and issue the customer a credit. You can refund individual items or an entire transaction, and you can even process a refund and a new sale at the same time (an exchange).
Watch the video below to learn about refunds:
Refund a Product or Products
Navigate to Cashier
Check in a customer and take them in your cart
Select the Previous Purchases tab below the customer's name
Select the transaction to be refunded
You can also scan a receipt barcode to pull up a specific transaction
Select Refund from the action menu on the right
Select the product or products from the transaction. It will appear in the cart with a negative (refunded) value
Select Return to Inventory for any items that should go back into your inventory (optional)
For non-cannabis products: Select Return to Inventory if the item can be resold (for example, a t-shirt or accessory). If the item cannot be resold, you can skip this step.
For cannabis products: You can select Return to Inventory so the product goes to your return room, where staff can quarantine and waste it out in Maui. This syncs to Metrc automatically.
📝 Note: This returns the product to your configured return room in Maui, where your team can then quarantine and waste it out and sync this to Metrc, so your quantities stay accurate in both systems. If you do not select Return to Inventory, the product will not return to your Maui inventory. This can create a quantity mismatch between Maui and Metrc, and you will need to log in to Metrc separately to submit a waste discrepancy and correct the difference.
Select Refund Items. This will take you to the Collect Payment screen.
If the customer wants to make a purchase in addition to the refund (an exchange), navigate to the Inventory tab to add new items to the ticket before checking out
Enter the tender type and amount
Enter your PIN and select Check Out
💡 Tip: If you are in a state that reports sales to Metrc, processing the return will also adjust the packages in Metrc accordingly. This happens regardless of whether Return to Inventory is selected. The difference is that without Return to Inventory, your Maui inventory will not reflect the returned product, creating a mismatch.
Configure the Default Room for Returned Inventory
Maui lets you choose which room returned inventory goes to after a refund is completed. You can send it back to the sales floor, to a different room, or to a room you create specifically for returned inventory.
This setting can only be changed by users who have the Edit Stores permission on their role.
📝 Note: If no return room is set, the Return to Inventory checkbox will not appear during refunds. A message will display prompting you to configure one. Setting up a return room is required before your team can use Return to Inventory.
Navigate to Rooms and find the room you want to use for returned inventory, or create a new room
For example, you could create a new Not for Sale room and name it "Returned Inventory"
Navigate to Account and then Store Settings
On the Inventory tab, select which Room you would like to configure
Select Save Settings to save. Any returned inventory from a Refund will now be sent to the configured Room.
With a room selected, there is an option to enable Return Items To Inventory By Default During Refunds
With this store setting checked, the Return to Inventory checkbox will be selected automatically for all items during a return
💡 Tip: Enabling this default setting is a great way to prevent your team from accidentally skipping Return to Inventory on cannabis products. It removes the chance of human error and keeps your Maui and Metrc quantities in sync.
Frequently Asked Questions
What happens if I do not select Return to Inventory for a cannabis product?
The product will not return to your Maui inventory, but Metrc will still reflect the return. This creates a quantity mismatch between the two systems. To fix it, you will need to log in to Metrc and submit a waste discrepancy manually.
Why should I always use Return to Inventory for cannabis products?
It keeps your Maui and Metrc quantities in sync. The product goes to your return room, where your team can quarantine and waste it out through Maui. Maui handles the Metrc reporting automatically, so you do not have to touch Metrc at all.
Can I process a refund and a new sale at the same time?
Yes. After selecting the items to refund, navigate to the Inventory tab to add new items to the ticket. This lets you complete an exchange in a single transaction.
Will the return automatically update Metrc?
Yes. If you are in a state that reports to Metrc, the return adjusts the packages in Metrc regardless of whether Return to Inventory is selected. The difference is about your Maui inventory. Without Return to Inventory, Maui will not have the product back, so the quantities will not match.
What if the Return to Inventory checkbox does not appear during a refund?
You need to configure a default return room first. Navigate to Store Settings, then the Inventory tab, and select a room for returned inventory.
Can I choose a different return room for different situations?
The store setting applies one default room to all refunds. If you need to move returned items to a different room after the refund, you can use the bulk move feature in Maui.
Great work! 🥳
Your refund workflow is now set up to keep your inventory accurate and your Metrc reporting clean. With Return to Inventory enabled and a return room configured, your team can process returns confidently knowing that Maui handles the compliance side automatically.