Refund Overview

Sometimes a customer returns an item, cancels a service, or needs money back after a mistake. Fuze Store keeps a refund document so your sales, stock, loyalty, and gift-card balances stay correct.

Paid plan required. Refunds is available on any paid plan (Starter and up). It is not included on the free Basic plan. View plans

On the free Basic plan, Refunds is locked. Existing refund history stays visible after a downgrade; new refunds require Starter or higher (or free trial).

How refunds work

You send the money through your own channel. Fuze does not move money for you — refund cash from the drawer, reverse on your GCash/Maya, bank transfer, or card terminal, then record it in Fuze. Recording restores stock and reverses loyalty / gift-card value when those apply.

Closed orders only. A refund can start only when the order is Closed. Finish payment and close the order first — the Refund action appears on closed orders (when refundable amount remains). Pre-payment corrections use Void, not Refund.

Lifecycle

From a closed order, choose Refund. Pick lines / quantities and a reason. Saving creates a refund in Draft.
Open the refund (from the order flow or the Refunds list in the drawer).
Refund the customer externally, then tap Add Payment and record tender + reference. Draft refunds are authorized automatically as part of that step, then marked Completed when the tender is saved.
You can Void a Draft or Authorized refund if you abandon it before it is completed. Completed refunds are not voided this way.

Statuses you may see: Draft, Authorized, Completed, Voided.

Partial refunds are supported — refund only some lines or amounts; remaining refundable balance stays on the order for another refund later.

Where to find refunds

Start a refund: open a Closed order → Refund (requires refund permission).
Browse / finish recording: drawer → Refunds → open a row → View Details.

The Refunds screen in Fuze Store listing a Completed refund with its order number, amount, status, reason, created date, and refunded date — Refunds

Field explanations

Field	What it means
Refund Number	Unique ID for the refund document.
Amount	Total to return for this refund.
Reason	Why the refund was given (code + optional note).
Status	Draft, Authorized, Completed, or Voided.
Created / Authorized / Refunded / Voided At	Lifecycle timestamps.
Transactions	Tender records (how you returned the money).
Items	Lines included in this refund.

Refund policy (optional)

Managers with override refund can set windows, amount caps, separate-authorizer rules, and daily limits under Configurations → Preferences → Policies → Refund policy in the mobile app (not on the account website). See Refund Policy.

Tips

Always open the original closed order before refunding.
Prefer the same tender the customer used when possible, and enter a clear reference (GCash ref, bank id, terminal slip #).
Use reason notes so managers can audit patterns.
Card: reverse on your own terminal first, then enter the slip/approval # when you record Add Payment.

Completing a Refund
Refund Policy
Voiding Items (void is pre-payment; refund is post-close)