Processing a refund with Lightspeed Payments for Retail POS (X-Series)

  Country availability 

US, Canada, United Kingdom, and Australia  

 

Once your Lightspeed Payments has been set up following the steps in our Setting up Lightspeed Payments for Retail POS (X-Series) guide, you can process refunds using the Lightspeed Payments.

There are five scenarios that will determine how the refund will be processed and these are based on how payment was made for the original sale.

  Important

Scenarios 2-5 can be completed on Retail POS for Mac or PC by all retailers, however, this functionality is only available on iPad for retailers within the US.

Select the scenario that best represents the original sale from the drop-downs below.

1. Payment made with Lightspeed Payments using one card
  1. Navigate to Sell > Sales history and locate the sale to be refunded.
    Lightspeed-Payments-Refund-Sales-History.png
  2. Click the sale to expand and select Return items — this will open the sale on the Sell screen.
    Lightspeed-Payments-Refund-Return-Sale.png
  3. Click Refund
    Lightspeed-Payments-Refund-Sell-Screen-Click-Refund.png
  4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
    Lightspeed-Payments-Refund-Select-LS-Pay.png

      Important

    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.

    Screen_Shot_2021-09-17_at_9.01.31_AM.png

  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.
    Lightspeed-Payments-Refund-Not-Original-Card.png
  6. Follow the prompts on the payment terminal.
    Lightspeed-Payments-Refund-Swipe-Or-Insert.png
  7. When the refund is complete, select Complete sale.Lightspeed-Payments-Refund-Complete.png
2. Payment made with Lightspeed Payments using multiple cards
  1. Navigate to Sell > Sales history and locate the sale to be refunded.Lightspeed-Payments-Refund-Sales-History.png
  2. Click the sale to expand and select Return items — this will open the sale on the Sell Screen.Lightspeed-Payments-Refund-Return-Sale.png
  3. Click Refund
    Lightspeed-Payments-Refund-Sell-Screen-Click-Refund.png
  4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).Lightspeed-Payments-Refund-Select-LS-Pay.png
  5. Ensure a non-Interac card is present and click Continue.
  6. Follow the prompts on the payment terminal.
    Lightspeed-Payments-Refund-Swipe-Or-Insert-Two.png
  7. When the refund is complete, select Complete sale.Lightspeed-Payments-Refund-Complete.png
3. Payment made with Lightspeed Payments plus another payment type
  1. Navigate to Sell > Sales history and locate the sale to be refunded.Lightspeed-Payments-Refund-Sales-History.png
  2. Click the sale to expand and select Return items — this will open the sale on the Sell Screen.Lightspeed-Payments-Refund-Return-Sale.png
  3. Click Refund
    Lightspeed-Payments-Refund-Sell-Screen-Click-Refund.png
  4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).
    Lightspeed-Payments-Refund-Select-LS-Pay.png
  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.
      Lightspeed-Payments-Refund-More-Than-Original-Amount.png
  6. When the refund is complete, select Complete sale.Lightspeed-Payments-Refund-Complete.png
4. Payment made with non-Lightspeed Payments payment type
  1. Navigate to Sell > Sales history and locate the sale to be refunded.Lightspeed-Payments-Refund-Sales-History.png
  2. Click the sale to expand and select Return items — this will open the sale on the Sell Screen.Lightspeed-Payments-Refund-Return-Sale.png
  3. Click Refund
    Lightspeed-Payments-Refund-Sell-Screen-Click-Refund.png
  4. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).Lightspeed-Payments-Refund-Select-LS-Pay.png
  5. Ensure a non-Interac card is present and click Continue.
    Lightspeed-Payments-Refund-Multiple-Cards.png
  6. Follow the prompts on the payment terminal.Lightspeed-Payments-Refund-Swipe-Or-Insert-Two.png
  7. When the refund is complete, select Complete sale
    Lightspeed-Payments-Refund-Complete.png
5. Blind refund — no receipt or sales reference
  1. Navigate to the Sell Screen (Sell > Sell) and add the products you wish to return.
    Lightspeed-Payments-Refund-Blind-Recreate-Sale.png
  2. Click the products to expand and change the Quantity to negative values to suit the number of products being returned. 
    Lightspeed-Payments-Refund-Blind-Negative-Quantity.png
  3. Add a customer to the sale (optional).
    Lightspeed-Payments-Refund-Blind-Add-Customer.png
  4. Click Pay
    Lightspeed-Payments-Refund-Blind-Click-Pay.png
  5. When presented with your payment options, select Lightspeed Payments (or the name you chose during setup).Lightspeed-Payments-Refund-Select-LS-Pay.png
  6. Ensure a non-Interac card is present and click Continue.Lightspeed-Payments-Refund-Not-Original-Card.png
  7. Follow the prompts on the payment terminalLightspeed-Payments-Refund-Swipe-Or-Insert-Two.png
  8. When the refund is complete, select Complete sale.
    Lightspeed-Payments-Refund-Complete.png

  Important

For steps on setting up Lightspeed Payments, refer to our Setting up Lightspeed Payments for Retail POS (X-Series) guide.

To learn how to take a payment using Lightspeed Payments, refer to our Taking payment with Lightspeed Payments for Retail POS (X-Series) guide.

If you're having issues connecting your Lightspeed Payments terminal, refer to our Troubleshooting your Lightspeed Payments for Retail POS (X-Series) guide.

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