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This guide helps you initiate product returns in the FBO POS system, process them through the approval workflow, and issue refunds to customers.
Who should read this: FBO managers, front desk staff, and accounting personnel responsible for processing refunds, approving return requests, and reconciling return transactions.Prerequisites: Returns are processed against existing POS orders. See Use the FBO Point of Sale for order management.
The FBO module must be enabled for your workspace. Contact your workspace administrator if you do not see the FBO section in the sidebar.
The Returns page displays summary stat cards at the top showing Total Returns, Pending, Approved, Completed, and Rejected counts. Review these daily to ensure pending returns are processed promptly and do not pile up.

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Initiate a Return

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Step 1: Open the return dialog
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Click the New Return button in the page header. A dialog opens with the return creation form.
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Step 2: Enter the order ID
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Enter the Order ID of the original POS order. This links the return to the specific transaction being reversed.
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You can find the order ID on the order detail page or in the orders list under FBO > Orders. Search by the customer name or date if you do not have the order number handy.
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Step 3: Provide a return reason
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Enter the Reason for the return. Be specific — this information is used for trend analysis and helps identify recurring issues. Common reasons include:
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  • “Incorrect quantity charged” — the order billed for more items or gallons than delivered
  • “Product not as described” — the product or service did not meet expectations
  • “Duplicate charge” — the customer was billed twice for the same item
  • “Service cancelled” — the customer cancelled a service before it was rendered
  • “Customer request” — a general return at the customer’s request
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    Step 4: Enter the refund amount
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    Enter the Refund Amount in USD. This is the dollar amount that will be returned to the customer. For partial returns (e.g., one item from a multi-item order), enter only the amount for the returned items.
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    Step 5: Select the refund method
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    Choose how the refund will be issued:
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    MethodWhen to UseCashThe customer paid with cash and is present to receive a cash refund.CardThe customer paid with a credit or debit card. The refund is processed back to the original card.Store CreditThe refund is applied as a credit to the customer’s account for future purchases.
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    Step 6: Submit the return
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    Click Create Return. The return is created in Pending status awaiting approval.

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    Approve a Return

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    Step 1: Review pending returns
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    Use the Pending status tab to view all returns awaiting approval.
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    Step 2: Verify the return details
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    Check the order number, reason, and refund amount. Cross-reference with the original order to confirm accuracy.
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    Step 3: Approve the return
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    Click the Approve button in the return’s action column. The status changes to Approved, authorizing the refund to be processed.

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    Complete a Return

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    Step 1: Review approved returns
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    Use the Approved status tab to view returns that have been authorized but not yet fulfilled.
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    Step 2: Issue the refund
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    Process the refund using the specified method:
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  • Cash: Count out the refund amount from the till and have the customer sign an acknowledgment.
  • Card: Process the card refund through your payment terminal. Allow 3—5 business days for the credit to appear on the customer’s statement.
  • Store Credit: Confirm the credit has been applied to the customer’s account in the system.
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    Step 3: Mark as completed
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    Click the Complete button in the return’s action column. The status changes to Completed and the return is finalized.
    Always verify the original order before approving a return. Confirm that the items or services being returned were actually delivered and that the refund amount matches what the customer paid. Returns against orders that were already fully refunded should be rejected.

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    Monitor Return Activity

    If you want to analyze return trends, use the date range filters on the Returns page. Look for patterns in return reasons — frequent “incorrect charge” returns may signal a training gap, while high return volume on specific products may indicate catalog issues.
    For return status definitions and refund method details, see FBO Statuses. Cash refunds reduce the till’s current balance — see Use the FBO Point of Sale for till management.

    Use the FBO Point of Sale

    Process orders and manage the products and tills involved in returns.

    Handle FBO Billing

    Manage invoices and transactions, including refund records from returns.

    FBO Statuses

    Return statuses, transaction types, and refund method options.

    Set Up Your FBO

    End-to-end tutorial for configuring your FBO from scratch.
    Last modified on April 11, 2026