Refund Overview
Sometimes a customer changes their mind, receives the wrong item, or needs to cancel a service. The refund feature in Fuze Store POS lets you handle returns quickly and keep your records accurate.
What Is a Refund
A refund is when you return money to a customer for a product or service they purchased. This could be for a returned item, a canceled booking, or a mistake in the order.
You send the money through your own channel. Fuze Store does not move money for you — you refund the customer the way you got paid (cash from the drawer, your own GCash/Maya, a bank transfer, or a reversal on your own card terminal), then record it here. Recording the refund keeps your sales and inventory accurate, restores stock, and reverses any loyalty points or gift-card value. For card payments, refund on the same terminal you charged on and enter the terminal reference number when you record it.
You can only refund a completed, closed order. A refund becomes available once the order has been fully paid and closed. If the order is still open or being processed, finish and close it first — the Refund option will not appear until then. This keeps refunds tied to real, settled sales.
Because you hand over the money yourself, a refund records as Completed the moment you save it. There is no waiting period and no "pending" or "failed" state — card refunds are just another tender you log with a reference number.
Real-life examples:
- Food and Beverage. A customer returns a coffee that was made incorrectly, and you refund the amount.
- Retail. Someone brings back a shirt that did not fit, and you process a refund to their card.
- Services. A client cancels a massage appointment and receives their money back.
Why Use the Refund Feature
- Keep customers happy. Quick refunds show you care about good service.
- Easy to use. Process returns and refunds in just a few clicks.
- Accurate records. Every refund is tracked so your sales and inventory stay correct.
- Flexible options. Refund to cash, card, or gift card depending on how the customer paid.
- Staff accountability. See who processed each refund for better control.
Field Explanations
Here is what you see for each refund:
| Field | What It Means | Possible Values | Example |
|---|---|---|---|
| Refund Number | Unique ID for the refund. | 200145 | |
| Amount | Total money returned to the customer. | Any number | $15.00 |
| Reason | Why the refund was given (if provided). | Wrong size | |
| Status | Current status of the refund. | Draft, Authorized, Completed, Voided | Completed |
| Created At | When the refund was created. | 2025-07-11 10:15 | |
| Updated At | When the refund was last updated. | 2025-07-11 10:15 | |
| Transactions | List of transactions related to the refund. See Transaction Field Explanations for details. | TXN-200145 | |
| Items | List of items included in the refund. See Product Field Explanations or Service Field Explanations for details. |
Best Practices
- Always check the original order before processing a refund.
- Communicate your refund policy clearly to customers.
- Use notes to explain why a refund was given.
- Review refunds regularly to spot patterns or issues.
- Make sure your staff knows how to process refunds correctly.