Refunds can be processed either in eCom (C-Series) or through your third-party payment processor. If you  use the online portal of your payment provider, your customer will be reimbursed directly. 

Understanding refunds and returns

• The return feature in eCom (C-Series) tracks your customer's reason for returning an item as well as your store's response.
• The refund creates a credit invoice and adds a credit to your Retail POS.

Adding a credit invoice

Creating a credit invoice is how you update Lightspeed about the refund, in order to keep your inventory and transaction history current. Make sure to refund your customer through the payment provider to reimburse them.

1. From eCom (C-Series), click Orders.
2. Click the order number link, for example ORD00123.
3. In the Payment section, click Add a credit invoice.
4. In the Quantity column, add the number of items you're refunding. To refund only a portion of the value of a product instead of the full value issue a partial refund instead.
5. Optionally, toggle the options refund shipping or payment costs.
6. Toggle on Update stock to have your Retail POS account's inventory level automatically increased. Or toggle off Update stock to not affect your inventory.
7. Click Add.

Refunding customers through a third-party payment provider

1. From eCom (C-Series), click Orders.
2. Click the order number link, for example ORD00123.
3. Identify the payment provider, click Add a credit invoice and complete the form. Note the payment provider and total of the completed credit invoice.
4. Log in to the payment provider portal.
5. Locate the transaction. You can typically do this with the value of the order, the name of the customer, or the date of the transaction.
6. Refund the transaction following your payment provider's process.

Issuing partial refunds

You can use partial refunds as a way to refund a portion of a line in an order.

For example, if a customer's order contains three lines, and you wanted to discount the shipping cost:

• T-shirt – $20
• Shorts – $50
• Shipping – $15

You could refund $7.50 instead of the cost of an entire line item.

To partially refund an order:

1. In your eCom (C-Series) account, navigate to Orders
2. Click on the order you need refunded.

3. Select More > Duplicate > Ok. Going forward, you will work using the duplicate order.

   

4. Click Edit beside the line you wish to edit and adjust the price accordingly.

   

5. Click Save.

6. Click Convert to Order. Then, in the dialogue box, click Convert to Order again.

   

7. In the Payment section, confirm the new invoice was created by making note of the invoice number. Click Mark as Paid.

   

8. Navigate to Orders and click on the original order.

9. Click Cancel Order. You can notify your customer that the order was canceled by clicking the Notify customer? checkbox.

   

10. Click Cancel this order.

Refunding a gift card payment

If your customer used a gift card to pay for an online order, cancel the order to refund the gift card balance.

1. In your back office, go to Orders.
2. Select the order in question.
3. Scroll to the bottom of the order and click Cancel Order.

Confirming your inventory was updated correctly

Creating a refund will affect your Retail POS inventory. You can confirm the inventory is updated correctly in the Inventory Logs of your Retail account.

1. In Retail POS, click Inventory > Item search
2. Locate and select the item that was refunded.
3. Click History.
4. In the Inventory Logs section, locate the line(s) that corrected the inventory.
   • If Update stock was toggled on when creating the credit invoice, you will see a line increasing the stock level with the reason: Returned to stock by refunding.
   • If Update stock was toggled off when creating the credit invoice, you will see a line increasing the stock level with the reason: Returned to stock by refunding, and then a line decreasing the stock level with the reason API Removed.