Available in the US, Canada, United Kingdom, Australia, the 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.

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.

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