> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fanhaven.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds & Exchanges

> Process returns and exchanges at the merch booth.

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

## Refunds

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

### Processing a refund

<Steps>
  ### Find the transaction

  From the POS app, navigate to the orders/transactions list and find the original purchase. You can search by:

  * **Fan name or phone number**
  * **Transaction ID**
  * **Recent transactions list**

  ### Select items to refund

  Choose which items from the order are being returned. You can refund the entire order or individual items.

  ### Confirm the refund

  Review the refund amount and confirm. The refund is processed:

  * **Card payments** — Refund is sent back to the original card via Stripe
  * **Cash payments** — The POS indicates how much cash to return

  ### Inventory is restored

  Refunded items are automatically added back to the booth's inventory.
</Steps>

### Manager PIN

If your tour requires a **manager PIN** for refunds, the POS will prompt for authorization before processing. This prevents unauthorized refunds.

<Info>Manager PIN requirements are configured in your tour's POS settings. See [Staff Management](/dashboard/staff) for details.</Info>

## Exchanges

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

### Processing an exchange

<Steps>
  ### Find the original transaction

  Same as refunds — look up the original purchase.

  ### Select the item being returned

  Choose which item the fan wants to exchange.

  ### Select the new item

  Choose the replacement item. If it's a size exchange, select the new size. If it's a different item:

  * 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

  ### Complete the exchange

  Confirm the exchange. Inventory is updated for both the returned and new items.
</Steps>

### 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.

<Tip>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.</Tip>

## 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

## 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