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

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.

Scenarios 2-5 can be completed on Retail POS for Mac or PC by all retailers and on iPad for retailers within the US.

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

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.

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

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
   
   

Refund with no receipt or sales reference

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.
   
   

Refunds with Lightspeed Payments through eCom (E-Series)

There is currently no self-serve option to refund Lightspeed Payments through eCom (E-Series). Refunds made through Lightspeed Payments with eCom (E-Series) need to be requested through our Support team. The support agent will need the following information provided by the Primary Admin of your account:

• Date of the transaction
• Amount to be refunded
• Processor ID
• Order ID

To find the processor ID:

1. Navigate to your eCom store.
2. Click on Store management > Finance.
   

   

3. Locate the sale and click on the date.
4. The processor ID is displayed in the first section of the Payment details page.
   

   

To find the order ID:

1. In Retail POS, navigate to Sell > Sales History.
2. Locate the sale you wish to refund and click on the arrow to show the sale details.
3. The order ID is shown under the Notes section.
   

   

Once you have gathered the information, contact our Support Team and we will send the refund request to our Payments team to process.

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