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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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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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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