Completing a Refund
Record a return after the customer has been paid. Fuze stores the refund document and runs the side effects. You move the money yourself.
Before you start
- Refunds · Modify permission.
- A plan with refunds (Starter and up).
- A Closed order, or one of the exceptions above.
Steps
Open the order and tap Refund
Open the Closed order. The Summary shows Remaining Refundable, and a separate line for money held by open refunds. Tap Refund. If you do not see it, the order is not closed, or nothing is left to refund.
Pick what goes back
Set how many of each line return, whether each is restocked and its condition, and a reason. Add a note if you like. An extra amount-only line appears when the lines cannot add up to what is left, such as a tip, charge or rounding.
Save the draft
Tap Refund. A Draft is created and opens, so you can record the payout straight away. If you leave first, the order's main button reads Finish refund, or find it under Refunds.
Return the money
Pay the customer outside Fuze: cash, e-wallet, bank or your card terminal.
Tap Add payment
Choose the tender, the amount and a reference number, and save. One tender per save. The full remaining amount completes the refund. A smaller one leaves it Authorized, and you add another payment for the rest.
Check it completed
The refund shows Completed with the tender on file, and a refund slip prints where a printer is set up for completed refunds.
What happens next
- On the payment that completes the refund, stock is restocked, loyalty points are reversed and gift cards are restored. A failure there is logged and never undoes the refund.
- Restock puts items back only when the condition is Sellable, at the restock location you picked or the order's location. A bundle returns the items inside it. Services and untracked products are not restocked, and a line never returns more than was sold.
Edge cases
- Overpaid completed order. Refund only the extra, with a single Overpayment line. Then the order reads Paid and can be closed.
- Deposit on an unfinished order. The refund has only the Deposit line, in the same tender the customer paid with. Loyalty and gift cards are not touched. Then Cancel the order, which puts them back.
- Gift cards. A refund on an order a gift card paid puts that part back on the card, split in proportion to what each still holds. The page shows Back to gift card, and Add payment asks only for the money part. A gift-card-only refund shows Complete refund instead. The card gets its balance back, but the use is not given back.
- The tender is checked. Cash back is limited to the cash they actually left, and change you handed back does not count. A different tender needs a manager's tender override.
- Policy. A refund window, amount cap, separate authorizer or daily limit can block Add payment. A manager with the override permission enters a reason. A cashier is told to ask a manager. See Refund Policy.
- Manager approval. When the store requires it, the approval sheet opens first, and the refund is authorized on the manager's authority.
- Void. Use Void refund on a Draft or Authorized refund you will not complete. Once any payment is recorded the option should disappear, though the screen can still show it after a payment. A Completed refund cannot be voided.
- Not seen on another device. A new refund can take a moment to appear on other devices. Pull to refresh.
- A deleted payment method can cause a server error when recording. Pick another tender.
- Who did it is not shown on the refund page.
- If you can't authorize refunds. Your role may let you start refunds but not authorize them (the Authorize permission on the Refunds card). When you save a draft, a manager approval is asked for: a manager enters their PIN on the spot, or clears it from Pending Approvals, and then the refund continues. On a store without Staff Operations the button reads Needs authorization.
Works with
| Add-on or plan | What changes on this page |
|---|---|
| Plan | Refunds need Starter and up, or the free trial. On Basic the Refund button is locked, though existing refund history stays visible. |
| Gift Cards add-on | A refund on an order a gift card paid returns that part to the card. |
| Loyalty add-on | Points earned on the refunded items are reversed. |
| Staff Operations add-on | Manager approval for a refund when the store requires it. |
| Live sync (Lite and up) | Other devices see the change at once. On lower plans they pick it up the next time they refresh. |