Purpose: Document the people, systems, data, controls and exceptions in a real merchant workflow.
Written and reviewed by Raied Muheisen · Last reviewed June 21, 2026
Trigger
A customer brings items to checkout or requests a return.
Actors
- Customer
- Cashier
- Manager
- Inventory owner
- Payment provider
Normal workflow
- Cashier scans or selects items.
- System applies price, tax and approved discount.
- Restricted-item policy is followed where applicable.
- Customer authorizes tender.
- Receipt and inventory movement are recorded.
- For a return, staff locate the transaction and apply policy.
- Manager approves exceptions.
- Tender and inventory are reconciled.
Exceptions
- Barcode not found
- Price mismatch
- Restricted item
- Partial return
- No receipt
- Refund to different tender
- Scanner or drawer failure
Required data
- SKU, quantity and price
- Tax and discount
- Employee and approval
- Tender and authorization
- Receipt and return reason
- Inventory movement
Controls and ownership
- Cashier/manager permissions
- Price-change owner
- Return policy
- Drawer and shift reconciliation
- Exception report
Acceptance tests
- ☐ Barcode and manual lookup
- ☐ Discount approval
- ☐ Cash and card sale
- ☐ Receipt and no-receipt return
- ☐ Shift closeout