You can give your customers full or partial refunds for purchases made online. When you refund an order in Retail POS, the initial payment and any taxes or shipping costs are returned to the customer and the product is returned to your inventory.

For situations where a product arrived damaged and the item will not be returning to your inventory, you will need to make an inventory adjustment after completing the refund to ensure the item won’t be available for sale in-store or online.

Issuing an online refund with card payments

1. Navigate to Sell > Sales history and locate the online sale to be refunded, using filters if needed.
2. Click on the sale to expand the details.

   

3. Click Return items. This will open the return on the Sell screen.
4. Remove any items the customer is not returning by clicking the trash icon beside the items.

   

5. Click Refund.
6. Click the payment method the original sale was processed with, or Store credit to issue your customer store credit instead of a direct refund.

   

7. Click Complete sale.
   • If the sale was processed with Lightspeed Payments, the funds will be returned to the customer and the refund is now complete.
   • If the sale was processed with a different payment provider, you must go to your provider’s merchant account to return the funds to the customer.

If the customer earned loyalty points for their purchase, those points will be removed from their balance. If you want the customer to keep those loyalty points, you can perform a manual points adjustment.

Issuing an online refund with PayPal Checkout

Refunds for sales that were processed using PayPal Checkout can be refunded directly in your eCom admin. Refunding through eCom doesn’t automatically return items to your Retail POS inventory, so you will need to perform an inventory adjustment if you want to make items available for sale again.

Sales processed through PayPal Here in the US, UK, and Australia must be refunded through Retail POS.

1. In your eCom admin, navigate to My sales > Orders.
2. Locate the order you need to refund.
3. From the Update dropdown, select Refund order.
4. Enter the amount you want to refund the customer.
5. (Optional) Enter the details for the refund in the Reason for refund box.
6. Click Refund.

It may take several days for your customer to receive the refund. If they haven’t received the refund within 14 business days, they should contact their bank.

If the customer earned loyalty points for their purchase, those points will not be automatically removed from their balance. To remove the points, you can perform a manual points adjustment in Retail POS.

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