There are several ways to refund orders from Order Anywhere, and the process depends on when the order was placed and the amount being refunded. The refund process entails canceling the order and returning payment to the customer depending on if it's a same-day, previous-day, or historical order refund. You can also issue partial order refunds according to the payment method used.

Only orders that have been received in the Restaurant POS app and were already paid for can be refunded.

Same-day order refunds

To refund a order from the same day that it was placed, void the order through the Restaurant POS app.

When a receipt is voided, it creates a transaction with a negative amount that offsets the original order total in reporting. Once a receipt is voided, this action cannot be reversed.

1. Open the Restaurant POS app.
2. From the navigation bar, tap Receipts.
3. Tap the receipt you’d like to void.
4. Tap the options icon on the bottom of the receipt.
5. Select Void receipt.
6. Review the message prompt.
7. Tap Yes to void the receipt.
8. Select a reason for voiding the order, like Taste or User mistake.
9. Finish processing the refund according to how it was paid for:

• Paid online: An automatic refund will be issued to the card used for the order.
• Paid in-person through an integrated payment terminal: An automatic refund will be issued to the card used for the order.
• Paid in-person using cash: Return the total cash amount of the order to the customer.
  In the Lightspeed Restaurant POS app, tap Receipts on the navigation bar.

Previous-day and historical order refunds

To refund an order that was received at the POS on the previous day, void the order in the Back Office. If you'd like to refund an order from earlier than the previous day, then contact Support to issue a manual refund.

When a receipt is voided, it creates a transaction with a negative amount that offsets the original order total in reporting. Once a receipt is voided, this action cannot be reversed.

1. Log in to the Back Office with your Lightspeed credentials.
2. From the navigation bar, select Reports > Reports.
3. From the Order Reports section, click Receipt Report.
4. Select the receipt for the order that you’d like to refund.
5. Click Cancel receipt.
6. Select a reason for canceling the order, like Taste or User mistake.
7. Review the message prompt.
8. Click Yes to cancel the receipt.
9. Finish processing the refund according to how it was paid for:

• Paid online: An automatic refund will be issued to the card used for the order.
• Paid in-person through an integrated payment terminal: An automatic refund will be issued to the card used for the order.
• Paid in-person using cash: Return the total cash amount of the order to the customer.

Partial order refunds

Partial refunds don’t appear in Lightspeed reporting and therefore create inaccuracies in those reports. To offset the refund amount in your Back Office sales totals, you can add a negative value transaction representing the refund via the Receipts Report.

Partial order refunds vary depending on the payment method used.

Orders paid via Lightspeed Payments

To partially refund orders paid via Lightspeed Payments, contact Support.

Orders paid in person

To partially refund orders paid in person, manually refund the amount to the customer in their original payment method.

Orders paid via Stripe

1. Sign in to the Stripe Dashboard.
2. Click Payments.
3. Locate the payment you want to refund.
4. Click the three-dot icon next to the payment, then select Refund payment.
5. Enter the refund amount and select a reason for the refund.
6. Click Refund to confirm the transaction.

What's next?