How to Complete a Refund
Record a return after the customer has already been paid — Fuze stores the refund document and side effects; you move the money yourself.
Paid plan required. Refunds is available on any paid plan (Starter and up). It is not included on the free Basic plan. View plans
The order must be Closed. If you do not see Refund on the order, finish payment and close it first (or check that refundable amount remains).
Step-by-step
1. Create the refund from the order
- Open the Closed order (Orders or POS order details). The order's Summary card shows Remaining Refundable and a Refund button when any balance is left.
- Choose Refund.
- Select items / quantities to return, pick a reason, and add a note if needed.
- Submit. Fuze creates a refund in Draft and opens refund details.
2. Pay the customer, then record it
- Return the money outside Fuze (cash, e-wallet, bank, or your card terminal).
- On Refund Details, tap Add Payment.
- Choose the tender, amount, and reference number, then confirm.
- Full remaining amount → refund becomes Completed.
- Smaller amount → partial payment; remaining can be recorded with another Add Payment until complete.
After the payment is recorded, the refund shows Completed with the tender on file:
Draft refunds are authorized as part of recording the first payment — you do not need a separate “Authorize” screen for the normal path.
3. Optional: void before complete
On Draft or Authorized refunds, use Void if you will not complete the return. Do not void after Completed.
4. Find an existing draft later
- Open the drawer → Refunds.
- Find the refund → View Details.
- Continue with Add Payment as above.
When policy blocks Add Payment
If your store has Refund Policy limits (window, amount cap, tender match, daily velocity), authorize can fail until a manager acts:
| Situation | What happens |
|---|---|
| Amount / window / tender / velocity gate | Manager with override refund enters an override reason in Override refund policy, then Add Payment continues |
| Cashier without override permission | Message that a manager must authorize — no override dialog |
| Require a different authorizer and same staff tries again | Message that a separate manager must approve — no override dialog; switch staff |
Tips
- Double-check lines and quantities before creating the Draft.
- Partial refunds are normal — only refund what the customer returned.
- Match tender to how you actually paid the customer; keep references for audit.
- Restock and loyalty / gift-card side effects run when the refund payment completes (best-effort; failures are logged for support).