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How eCom (E-Series) orders work with Retail POS (X-Series)

  • Available on Pro, Standard, Advanced, Enterprise
  • Available on Core, Plus

How is inventory managed between Retail POS and eCom?

When you connect Lightspeed eCom to Retail POS, you need to connect one or several outlets with your online store for the stock to synchronize. You can do this by assigning outlets to the online register so all items from outlets are synced with your online store.

Inventory tracking is enabled by default and inventory levels will automatically update between Retail POS and eCom when a sale or inventory change takes place on either platform.

When do orders synchronize from eCom to Retail POS?

Once integrated, eCom sales will automatically synchronize to Retail POS and appear on both the Sales history (Sell > Sales history) and Fulfillments (Inventory > Fulfillments) pages when placed. This includes fully paid and unpaid sales. Sales processed in Retail POS do not sync to eCom.


Sales made on eCom using an integrated payment method like Lightspeed Payments will show the payment processor's name in Sales history and Payment reporting in Retail POS. This provides visibility and more efficiency when reconciling your sales.


Any payment recorded using an unintegrated method such as cash, cheque, or bank deposit that needs to be authenticated offline will come through as unpaid in Retail POS.

For information on fulfilling online orders in Retail POS, refer to our Online order fulfillment in Retail POS (X-Series) guide.

What customer data is synchronized between Retail POS and eCom?

Existing customers

When a sale is synced from eCom to Retail POS, email addresses will be matched to customer profiles in Retail POS, given that the customer uses the same email address in eCom.


If the email address matches an existing customer profile in Retail POS, but the names on the order and profile do not match, customers' details are not overwritten and the customer profile is assigned based on the email address.

New customers

For customers that do not have a customer profile in Retail POS, when an order syncs from eCom to Retail POS, a new customer profile will be created using the email address and the name attached to the order.


If no name is available, the email will be used as the customer name in Retail POS.

Once your Retail POS and eCom accounts are connected, Retail POS becomes the system of record. You should manage your product catalog, pricing, and inventory information in Retail POS to ensure everything stays accurate and up-to-date. eCom syncs important information with Retail POS such as sales and inventory levels.

Refunding an eCom sale through Retail POS

Sales made on eCom using an integrated payment method will show the payment processor's name in Retail POS in Sales history and Payment reporting. This is to provide visibility and more efficiency when reconciling your sales. 

To refund an eCom sale through Retail POS, follow these steps:

  1. Navigate to Sell > Sales history and find the eCom sale you would like to return.
  2. Click on the sale to expand it and click Return items.
  3. On the sell screen, the item(s) in this sale are listed as a negative quantity and value indicating that they will be returned.
  4. Remove any products that the customer is not returning by clicking on the trash icon.


  5. Click Refund.
  6. Select the initial payment method of the sale to refund.
  7. Click Complete sale.

The item(s) will now be back in your inventory. If you use Lightspeed Payments, the payment reversal will be processed. If you are using an external payment processor, Lightspeed does not process the actual payment reversal. Make sure to log in to your payment processor merchant portal to issue the refund.

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