Sales processed through Lightspeed Payments can be refunded through either the POS or through your Back Office.

To be eligible for a refund, the transaction must be:

• Less than 90 days old.
• An eligible payment method. Some payment methods, such as Interac, must be refunded to a present card.
• Not have been previously refunded.

Sales that do not meet these requirements will need to be refunded to a different payment type or to a present card through Standalone Mode.

Sales that are currently involved in a chargeback dispute should not be refunded without first contacting Lightspeed Payments support.

Refunding a sale through the Back Office

Sales can be fully or partially refunded in the Financial Services tab of your Lightspeed Back Office. This option is ideal for sales made in Standalone mode or sales made in a previous sales period.

1. In your Lightspeed Back Office, navigate to Financial Services > Payments.
2. Search for the payment you wish to refund.
3. Click on the payment to open the details.
4. Click Refund.
   
5. Enter the amount to be refunded and a note if applicable.
6. (Optional) Click Email Receipt.
7. Click Done.

Once the refund has been completed, the amount will be deducted from that day's settlement total. Refunds typically take 2-7 business days to settle to your customer's account.

Refunding a sale through the POS

Depending on the POS user permissions you’ve configured in the Back Office and your POS configuration, you can refund receipts directly from the POS. 

Standalone sales cannot be refunded from the POS and must either be refunded from the Back Office or from the terminal itself.

The ability to refund items on a receipt with Lightspeed Payments is currently in beta and is available to select merchants. To inquire about partial refunds, contact your account manager.

To refund a receipt:

1. Log on to Restaurant POS with your Lightspeed username and password.
2. Navigate to Receipts in the navigation menu.
3. From the Receipts screen, locate the receipt you wish to edit.
4. When you have selected the desired receipt to edit, tap Receipt actions.
5. Tap Refund.
6. Select the items you wish to refund.
7. Tap continue to refund reason.
8. Select the reason for the refund.
9. Tap Continue.
10. Tap Refund.

Once the refund has been completed, the amount will be deducted from that day's settlement total. Refunds typically take 2-7 business days to settle to your customer's account. 

FAQs

• No. Sales paid for via Interac must be refunded to a different payment type or to a present card.

• No. Preauth sales must be captured before a refund can take place. If the payment has not yet been processed, you can cancel the payment instead.

• To be eligible for a refund, the transaction must be:

  • Less than 90 days old.
  • An eligible payment method. Some payment methods, such as Interac, must be refunded to a present card.
  • Not previously refunded
  • Not currently involved in an active chargeback dispute against it.

  If you are unsure why the refund option has been disabled, contact support.

• To process refunds on the POS, you must select Enable refund processing on the POS for Lightspeed Payments on your POS configuration. Additionally, you must also be logged into a user account with the refund permission.

• No. Once a refund has been initiated, the refund cannot be canceled. If the refund was processed in error, the card will have to be charged again for the correct amount with the customer’s consent.

• Once a refund to a customer's credit card has been initiated, the cardholder can expect their funds to settle into their account in 2-7 business days, depending on their bank's policies.