> ## Documentation Index
> Fetch the complete documentation index at: https://docs.planeconnection.com/llms.txt
> Use this file to discover all available pages before exploring further.
# How to Manage FBO Returns
> Process product returns in the FBO POS system, select refund methods, track return status, and manage the return approval workflow.
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](/en/how-to/fbo/use-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.
## Initiate a Return
### Step 1: Open the return dialog
Click the **New Return** button in the page header. A dialog opens with the return creation form.
### Step 2: Enter the order ID
Enter the **Order ID** of the original POS order. This links the return to the specific transaction being reversed.
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.
### Step 3: Provide a return reason
Enter the **Reason** for the return. Be specific -- this information is used for trend analysis and helps identify recurring issues. Common reasons include:
* "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
### Step 4: Enter the refund amount
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.
### Step 5: Select the refund method
Choose how the refund will be issued:
| Method | When to Use |
| ---------------- | ------------------------------------------------------------------------------------------------- |
| **Cash** | The customer paid with cash and is present to receive a cash refund. |
| **Card** | The customer paid with a credit or debit card. The refund is processed back to the original card. |
| **Store Credit** | The refund is applied as a credit to the customer's account for future purchases. |
### Step 6: Submit the return
Click **Create Return**. The return is created in **Pending** status awaiting approval.
## Approve a Return
### Step 1: Review pending returns
Use the **Pending** status tab to view all returns awaiting approval.
### Step 2: Verify the return details
Check the order number, reason, and refund amount. Cross-reference with the original order to confirm accuracy.
### Step 3: Approve the return
Click the **Approve** button in the return's action column. The status changes to **Approved**, authorizing the refund to be processed.
### Complete a Return
### Step 1: Review approved returns
Use the **Approved** status tab to view returns that have been authorized but not yet fulfilled.
### Step 2: Issue the refund
Process the refund using the specified method:
* **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.
### Step 3: Mark as completed
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.
## 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](/en/reference/fbo-statuses). Cash refunds reduce the till's current balance -- see [Use
the FBO Point of Sale](/en/how-to/fbo/use-point-of-sale) for till management.
## Related
Process orders and manage the products and tills involved in returns.
Manage invoices and transactions, including refund records from returns.
Return statuses, transaction types, and refund method options.
End-to-end tutorial for configuring your FBO from scratch.