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Refunding orders for Lightspeed Payments

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. Refund the full amount of the order. For more information, read the instructions on how to refund all lines in an order.
  2. From your eCom admin, select Orders.
  3. Open the newly refunded order again and at the top right corner of the screen, select More Duplicate > OK.
  4. 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.
  5. Select Convert to order at the top left corner of the screen.
  6. In the popup, choose to notify your customer by enabling the switch and confirm it by selecting Convert to order.
  7. Confirm the invoice was created by making note of the invoice number located in the Payment section of the order.

    NOTE: If you do not have an invoice number, you need to create one:

    1. Select Create invoice.
    2. Enable the Send new invoice notification switch.
    3. Select Add.

    To have invoices automatically created, in your eCom admin, select Settings > Administration. In the INVOICES section, set the Create dropdown menu to Direct.

  8. When you have an invoice number, it means your customer has been contacted with a link to pay for the order's new total.

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.

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