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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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Approve a Return

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Complete a Return

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