This article explains the various ways to refund an order, depending on the state of the order and the desired effect.

Without a captured payment

You may need to refund an order before you've captured payments. This can occur when customers have made a mistake on the order.

1. In your eCom admin, select Orders.
2. Open the order you want to refund by selecting the order number in the list.
3. On the Orders page, if the status of the order is marked as AWAITING CAPTURE, select Cancel Order. Cancelling the order will automatically release the payment pre-authorization.
4. In the pop up, select Cancel order.

Refunding some or all lines of an order

You can specify which products your customer would like to return by selecting the quantity in the credit invoice for each line. This can happen when your customer accidentally purchases more products than they meant to order, for example.

1. In your eCom admin, select Orders.
2. Open the order you want to refund by selecting the order number in the list.
3. Confirm the order payment has been captured by looking at the order status. If the status is marked as Awaiting Capture, make sure to capture the payment by selecting Capture Payment.
4. Create a credit invoice by selecting Add a credit invoice.
5. Under Quantity, enter the number of products being refunded.
6. Optionally, disable Update stock or Notify customer.
7. To refund the customer's money through Lightspeed Payments, make sure to turn on the switch next to Refund.
8. Select Add.

   If you refunded all the products on the order, the next step will be to select Cancel order at the bottom right section of the page.

Providing a partial refund

Partial refunds occur when you need to refund a portion of a line in an order. For example:

• A customer's order contains the following three lines: T-shirt – 20 USD, Shorts – 50 USD and Shipping – 15 USD. You need to refund 7.50 USD of shipping.
• A customer purchased a product online for 100 USD. Since they qualified for a discount that was not available online, you need to provide a 20 USD refund.

To provide a partial refund:

1. From your eCom admin, select Orders.
2. Open the newly refunded order again and at the top right corner of the screen, select More > Duplicate > OK.
3. To the right of each product line, select the Edit button. A pop-up box will show up so you can edit the product price accordingly. Edit the quote so that the price is what you want to charge your customer. When you are done making changes, select Save.
4. Select Convert to order at the top left corner of the screen.
5. In the popup, choose to notify your customer by enabling the switch and confirm it by selecting Convert to order.
6. Confirm the invoice was created by making note of the invoice number located in the Payment section of the order.

Effects of disabling Update stock or Notify customer

• Disabling Update stock prevents the product from being returned to inventory. Disable this when the returned stock can't be sold again. For example, a damaged return.
• Disabling Notify customer prevents an automated notification email from being sent. Disable this when you want to make a change privately. For example, when correcting a mistake.

Refunds through Financial services

You can refund transactions directly through the Financial services tab in Retail POS. This type of refund is best used for:

• Transactions made in Standalone mode (online and offline)
• Payment links
• Any transactions that are not visible in eCom sales history. This includes payments that were successful but there was an issue resulting in the transaction not being saved correctly. 

Refunds made through Financial services are not reflected on any reports outside of Financial services and should be used only when required. Refunds should be processed using the original linked sale whenever possible.

To process a refund through Financial services:

1. Navigate to Financial services > Lightspeed Payments > Payments.
2. Locate the payment you wish to refund, using filters if required.
3. Click on the payment date to go to the payment details page.
4. On the payment details page, click Refund.
5. Edit the amount to refund and add a note if required, then click Refund.

   You can only process the refund to the card that was used for the initial transaction.

6. If the customer requires a receipt, click Email refund receipt. Enter the customer’s email address and click Send.
   • If the customer does not require a receipt, click Done.