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Fanhaven makes it straightforward to handle refunds and exchanges at the POS, while maintaining accurate inventory and financial records.

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Refunds

A refund returns money to the fan and adds the item back to inventory.

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Processing a refund

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Find the transaction
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From the POS app, navigate to the orders/transactions list and find the original purchase. You can search by:
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  • Fan name or phone number
  • Transaction ID
  • Recent transactions list
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    Select items to refund
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    Choose which items from the order are being returned. You can refund the entire order or individual items.
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    Confirm the refund
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    Review the refund amount and confirm. The refund is processed:
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  • Card payments — Refund is sent back to the original card via Stripe
  • Cash payments — The POS indicates how much cash to return
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    Inventory is restored
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    Refunded items are automatically added back to the booth’s inventory.

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    Manager PIN

    If your tour requires a manager PIN for refunds, the POS will prompt for authorization before processing. This prevents unauthorized refunds.
    Manager PIN requirements are configured in your tour’s POS settings. See Staff Management for details.

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    Exchanges

    An exchange swaps one item for another — typically a size exchange (e.g., trading a Medium for a Large).

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    Processing an exchange

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    Find the original transaction
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    Same as refunds — look up the original purchase.
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    Select the item being returned
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    Choose which item the fan wants to exchange.
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    Select the new item
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    Choose the replacement item. If it’s a size exchange, select the new size. If it’s a different item:
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  • If the new item costs more, the fan pays the difference
  • If the new item costs less, the fan receives a partial refund
  • If prices are equal, no payment is needed
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    Complete the exchange
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    Confirm the exchange. Inventory is updated for both the returned and new items.

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    Booth availability

    During an exchange, the POS checks the current booth’s inventory for the replacement item. If the new size or item isn’t available at this booth, the exchange can’t be completed.
    If a fan needs a size that’s out of stock at your booth but available elsewhere, you can check other booth inventory from the dashboard and arrange a pickup.

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    Tracking returns

    All refunds and exchanges are tracked and visible in:
    • POS — Transaction history shows the original sale and associated returns
    • Dashboard → Transactions — Full refund/exchange history with details
    • Reports — The Adjustments Report and Tour Returns Report include refund data

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    Best practices

    • Verify the item first — Check the physical item before processing any return
    • Use manager PINs — Require authorization for all refunds to prevent abuse
    • Process promptly — Handle exchanges on the spot rather than asking fans to come back
    • Check inventory — Verify the replacement item/size is in stock before starting the exchange