Refund Overview
A customer returns an item, cancels a service, or needs money back. A refund is a document that keeps your sales, stock, loyalty and gift-card balances correct. You send the money through your own channel, such as cash from the drawer, an e-wallet reversal, a bank transfer or your card terminal, and then record it in Fuze.
What this covers
The lifecycle.
- From a Closed order (or a case below), tap Refund, pick lines, quantities and a reason, and save. This creates a Draft. A Draft changes nothing else.
- Hand the money back outside Fuze.
- Open the refund and tap Add payment, then record the tender and a reference. The refund is authorized against your policy and then marked Completed once the money is covered.
- Void a Draft or Authorized refund you abandon, as long as no payment is recorded on it.
Statuses: Draft, Authorized, Completed, Voided. Partial refunds are normal: the rest stays refundable for later.
When Refund shows. On a Closed order with money still refundable. On a Completed order that was overpaid, for the extra only. On an unfinished order (New to Shipped) that holds a deposit, for the money only. See Managing POS Orders.
Where to find refunds. Open Refunds from the menu. Search by order number, a saved customer's name or their exact email, and filter by status and amount. The list is not trimmed by the plan's history window.
| Field | What it means |
|---|---|
| Refund number | The unique number |
| Amount, Reason, Status | What to return, why, and where it stands |
| Items, Transactions | The lines refunded and the tenders recorded |
| Created, Authorized, Refunded, Voided at | The lifecycle times |
Works with
| Add-on or plan | What changes |
|---|---|
| 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. |
Guides in this section
Related guides
Edge cases
- Void is before payment, refund is after. Once any payment is on the order, Void is hidden.
- A refund cannot exceed what the store kept: paid, less change handed back, less refunds already completed. A Draft or Authorized refund counts against the balance, so the same amount cannot be refunded twice.
- Several drafts can sit on one order. Each is checked only against refunds already completed.
- The Refunds list is the way into a refund's page. Until the refund is paid out, the order's main button reads Finish refund to reopen it.
- Side effects can fail quietly. Restock, loyalty and gift-card reversal never roll the refund back. A failure is logged for support.
- Refund validation errors can show as a server error rather than a clear message. Recheck the lines and totals.
- Who can start and who can authorize. Starting a refund uses Refunds → Modify. Authorize on the same card means "authorize refunds without asking a manager" and works together with Modify, never alone. Someone without Authorize who saves a draft gets a manager approval instead: with Staff Operations on, a manager enters their PIN on the spot or clears it from Pending Approvals, whatever the store's approval rules say. Without Staff Operations there is no one to ask, so the button reads Needs authorization and someone who has Authorize must finish the refund. Roles that could make refunds before keep Authorize. A checker who only releases other people's refunds needs Staff Operations → Approve and Refunds → Override, not Authorize.