Refund Policy
Store owners and managers with override refund permission can set rules that gate when a refund can be authorized. Cashiers still create Draft refunds and record Add Payment; policy runs at authorize time.
Mobile app only. Refund Policy lives under Configurations → Preferences → Policies in the Fuze Store app. There is no Preferences editor on the account website — change policy on a phone or tablet (or the Expo web build of the store app).
Who can edit policy
| Role | What they see |
|---|---|
| Staff with override refund (typically managers / owners) | Refund policy section on Preferences → Policies; can save changes |
| Staff with refund create/complete only | Section hidden; API rejects preference writes that include refund |
On the free Basic plan, Refunds (and this section) are locked.
Setting policy
Open Preferences
In the store app: drawer / sidebar → Configurations → Preferences → Store.
Find Refund policy
Scroll to the Refund policy card (visible only if you have override permission).
Adjust the fields
Leave a number field empty to disable that limit. Allowed reasons: leave empty to allow every reason, or pick a subset staff can choose when creating a refund.
Save
Save preferences. New rules apply on the next authorize / Add Payment attempt.
Field reference
| Field | What it controls |
|---|---|
| Refund window (days) | Days after the order is Closed that a refund can still be opened. Empty = no window limit. |
| Require override after (days) | Past this many days, authorization needs a manager override (even inside the window). Empty = never require override for age alone. |
| Max amount without override | Refunds at or above this amount need an override. Empty = no amount cap. |
| Require a different authorizer | The staff who started the refund cannot authorize their own override — another manager must approve. |
| Max refunds per customer per day | Daily count cap per customer. Empty = no limit. |
| Max refunds per staff per day | Daily count cap per staff member. Empty = no limit. |
| Allowed refund reasons | Limits the reason list on create. Empty = all reasons allowed. |
When Add Payment is blocked
Recording Add Payment on a Draft refund authorizes the refund under your policy. If a gate fails:
Manager override dialog
For amount cap, refund window, tender mismatch, or daily velocity limits, a manager with override refund sees Override refund policy. They enter a short override reason and confirm Authorize with override, then the payment can complete.
Cashiers without override permission see a message that a manager must authorize — they cannot complete the override themselves.
Separate authorizer (no dialog)
When Require a different authorizer is on and the same staff who created the refund tries to authorize, Fuze shows that a separate manager must approve. There is no override dialog for this case — switch to (or hand the device to) another authorized staff member.
Forged override flags from a cashier without permission are rejected by the API.
Tips
- Start with a modest window and max amount so routine returns stay fast, then tighten if abuse appears.
- Use different authorizer when you want maker–checker on every policy override, not only large amounts.
- Pair policy with role permissions: give cashiers refund create/complete, and managers override refund.