Available in the US, Canada, United Kingdom, Australia, Netherlands, and Belgium.
Refunds can be completed on Retail POS for Mac or PC by retailers in all available countries and on iPad for retailers within the US.

Once your Lightspeed Payments has been set up, you can process refunds using Lightspeed Payments. The procedure for refunds depends on the type of payment you received and the amount of information you have to complete the refund.

Manual refunds on the terminal where there is no card present and no sales reference are not possible. Refunds are only permitted through the processes outlined in this article.

Payment made with Lightspeed Payments using one card

1. Navigate to Sell > Sales history and locate the sale to be refunded.
   
2. Click the sale to expand and select Return items — this will open the sale on the Sell screen.
   
3. Click Refund
   
4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
   
   
   

   If the card used on the original purchase was a credit, debit, or non-Interac (Canada only) card type, the refund will be processed automatically and will not require a card to be presented to the payment terminal.

   The screen below will be displayed and you can skip to step 7.

   

5. If the card used on the original purchase was an Interac (Canada only) card type, ensure the same card is present for the refund and select Continue. If the same card is not present, you will need to process the refund using a different payment type by selecting Choose another refund type.
   
6. Follow the prompts on the payment terminal.
   
7. When the refund is complete, select Complete sale.

Payment made with Lightspeed Payments using multiple cards

This method is only available on accounts that have unreferenced refunds enabled. To inquire about eligibility, please contact customer support.

1. Navigate to Sell>Sales history and locate the sale to be refunded.
2. Click the sale to expand and select Return items . This will open the sale on the Sell Screen.
3. Click Refund
   
   
4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
5. Ensure a non-Interac card is present and click Continue.
6. Follow the prompts on the payment terminal.
   
7. When the refund is complete, select Complete sale.

Unreferenced refunds have a limit of $1000 per refund. Additionally, you cannot refund an amount that exceeds your account balance for the day. For example, if you have done $100 in sales today and attempt to do an unreferenced refund for $101, it will be declined.

Payment made with Lightspeed Payments plus another payment type

1. Navigate to Sell > Sales history and locate the sale to be refunded.
2. Click the sale to expand and select Return items — this will open the sale on the Sell Screen.
3. Click Refund
   
   
4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
   
5. There are two ways to process this type of refund:
   1. Refund the original amount paid via Lightspeed Payments (displayed within the modal) by clicking Refund original amount and the remainder via an alternative payment type (such as Cash, or another payment provider). This refund will not require a card to be present for the Lightspeed Payments portion.
   2. Refund the full amount paid on the sale using Lightspeed Payments by clicking Refund full amount. This refund will require a card to be present to process.
      
6. When the refund is complete, select Complete sale.

Payment made with non-Lightspeed Payments payment type

This method is only available on accounts that have unreferenced refunds enabled. To inquire about eligibility, please contact customer support.

1. Navigate to Sell > Sales history and locate the sale to be refunded.
2. Click the sale to expand and select Return items — this will open the sale on the Sell Screen.
3. Click Refund
   
   
4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
5. Ensure a non-Interac card is present and click Continue.
   
6. Follow the prompts on the payment terminal.
7. When the refund is complete, select Complete sale
   
   

Unreferenced refunds have a limit per refund of 1000 in your local currency. Additionally, you cannot refund an amount that exceeds your account balance for the day. For example, if you have done $100 in sales today and attempt to do an unreferenced refund for $101, it will be declined.

Refund with no receipt or sales reference

This method is only available on accounts that have unreferenced refunds enabled. To inquire about eligibility, please contact customer support.

1. Navigate to the Sell Screen (Sell> Sell) and add the products you wish to return.
   
2. Click the products to expand and change the Quantity to negative values to suit the number of products being returned.
   
3. Add a customer to the sale (optional).
   
4. Click Pay
   
   
5. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
6. Ensure a non-Interac card is present and click Continue.
7. Follow the prompts on the payment terminal
8. When the refund is complete, select Complete sale.
   
   

Unreferenced refunds have a limit of $1000 per refund. Additionally, you cannot refund an amount that exceeds your account balance for the day. For example, if you have done $100 in sales today and attempt to do an unreferenced refund for $101, it will be declined.

Refunds through Financial services

You can refund transactions directly through the Financial services tab in Retail POS. This type of refund is best used for:

• Transactions made in Standalone mode (online and offline)
• Payment links
• Any transactions that are not visible in Retail POS sales history. This includes payments that were successful but there was an issue with POS resulting in the transaction not being saved correctly.

Refunds made through Financial services are not reflected on any reports outside of Financial services and should be used only when required. Refunds should be processed using the original linked sale whenever possible.

To process a refund through Financial services: 

1. Navigate to Finance > Payments.
2. Locate the payment you wish to refund, using filters if required.
3. Click on the payment date to go to the payment details page.
4. On the payment details page, click Refund.
5. Edit the amount to refund and add a note if required, then click Refund.

   You can only process the refund to the card that was used for the initial transaction. The card does not have to be present.

6. If the customer requires a receipt, click Email refund receipt. Enter the customer’s email address and click Send.
   • If the customer does not require a receipt, click Done.

Refunds with Lightspeed Payments through eCom (E-Series)

In order to retain Retail POS (X-Series) as the system of record, refunds for eCom (E-Series) purchases must be processed through Retail POS. You can initiate refunds for eCom orders through your sales history:

1. Navigate to Sell > Sales history and locate the sale you wish to refund. 
2. Click on the sale to expand the details and click Return items to initiate the return on the sell screen.
3. Click the trashcan icon beside any items that are not being returned or click on a product to expand the details to change the quantity of an item being returned.
4. Click Refund.
5. Verify the amount being refunded and click Lightspeed Payments.
6. If required, email the customer their refund receipt, then click Complete sale.

The items will be returned to your inventory and the payment will be refunded to your customer. 

This is for refunds only. For exchanges, refund the initial purchase and make a separate transaction for the new item.

What's next?