Money
Refunds
Fixmo handles three kinds of refund: the full amount, selected items, or a chosen amount. Each moves through pending, approved and processed, or is rejected. Processing one raises a credit note, restocks by the condition you choose, and reverses commission in proportion.
What it does
A refund is not one action. Deciding to give it, agreeing to it, and actually paying it are three, and in most shops different people do them.
So a refund has states. A cashier raising one leaves it pending until an admin or manager approves it. An admin raising one approves it as they go.
Processing is what makes it real. That is when the credit note is raised, when stock goes back, and when commission is reversed.
Restocking is per item, because not everything comes back saleable. Choose restock, damaged, defective or no restock for each line, and serial numbers follow the same choice.
The reason is recorded, both as a category and as free text, with internal notes kept separate from anything the customer sees.
The four states
- 01
Pending
Raised and waiting. Nothing has moved.
- 02
Approved
Agreed by someone with the authority to agree it.
- 03
Processed
Money returned, credit note raised, stock restocked, commission reversed.
- 04
Rejected
Declined, with a reason. Nothing moves.
Every capability
| Types | Full, selected items, or a chosen amount |
|---|---|
| States | Pending, approved, processed, rejected |
| Who approves | Admins and managers. A cashier's refund waits |
| Credit note | Raised on processing |
| Restocking | Per item: restock, damaged, defective or no restock |
| Serial numbers | Follow the same choice as the item |
| Commission | Reversed in proportion to the amount refunded |
| Reason | A category and free text, plus separate internal notes |
| Method | How the money went back, and out of which account |
| Notifications | The customer can be told by WhatsApp and email |
| Exchanges | Use the same machinery, tagged so they are excluded from refund reporting |
Questions
Can a cashier refund a customer on their own?
They can raise one. It stays pending until an admin or manager approves it.
What if only part of an order comes back?
Refund by item and pick the lines. Or refund a specific amount if that suits the situation better.
Does a refunded item go back into stock automatically?
Only if you say so. You choose per item, because a returned screen and a smashed one are not the same thing.
Does refunding reverse the agent's commission?
Yes, in proportion to the amount refunded.