Review return process on Online purchases returning to physical store

I did an online purchase and I had some items to return. I screenshotted the invoices in question. As I was unable to go to the store, I send my husband. My husband approached the counter and the lady immediately said they don't do returns from screenshots. He must go make copies. My husband had to stand in a long line to make copies to return to store for them to take the returns. That is so unprofessional. I did many online returns with Woolworths and when I do Store return they never had a problem using my phone. Bash please review your online returns process to physical stores.