5 c. Refunds and Exchanges

Depending on if you are using Retail for desktops or iPads, the workflows to refunding and exchanging differ slightly. Although they are different, when you offer your customer a refund or exchange, we recommend you start by finding the original transaction as a best practice to eliminate fraud and improve your record keeping.

Desktop

Finding the original sale

You can find your original sale by:

  • scanning your customers receipt in the register.
  • searching through the Sales section of your customer's account.
  • searching for the items in your Lines report.

If you can't find your original sale, you can create a refund from scratch from SalesRefund

Refunding items

  1. Once your are in the Refund tab of your register, scan, search or click their associated Refund button to select the items you are refunding to your customer. The register will calculate how much you owe your customer.
  2. Click Payment and select the Payment Type.

    NOTE: If you have a store credit refund policy, add the customer to the refund and select the Account payment type.

  3. Click Finish Sale.

Exchanging items

If your customer would like an exchange instead of a refund:

  1. Once your are in the Refund tab of your register, scan, search or click their associated Refund button to select the items you are refunding to your customer.
  2. Navigate to the Sale tab.
  3. Scan or search for the items your customer would like to purchase. Depending on the total in the Refund tab versus the Sale tab, the register will calculate how much either you or your customer owes for the exchange.
  4. Click Payment and select the Payment Type.

    NOTE: If you have a store credit exchange policy, add the customer to the register and select the Account payment type. If the customer is paying for the balance of the exchange with their credit account, their credit limit needs to exceed the balance.

  5. Click Finish Sale.

For more information on the above desktop video and instructions, please see our Doing refunds and exchanges article.

iPad

Finding the original sale

  1. From the Main Menu, tap Sales History.

    NOTE: You can also tap New Refund to view sales for the current day.

  2. Locate the sale you want to refund by:
    • swiping down to manually search for the sale.
    • searching the Sale ID.
    • searching the customer's first/last name.
    • scanning a receipt barcode.
    • filtering by shop.
  3. Tap the sale and then tap Refund.

Refunding items

  1. Once you've initiated a refund from the original sale, select the items you are refunding to your customer and tap RefundThe register will calculate how much you owe your customer.

    NOTE: If you need to refund items that weren't in the original sale, please see the above Desktop instructions and refund your customer in Retail Manager mode.

  2. Tap Payment and select the Payment Type

    NOTE: If you have a store credit refund policy, add the customer to the refund and select Credit Account.

  3. Review the Payment Amount and tap Save
  4. Once the payment is successful, tap Finish Sale.

Exchanging items

If your customer would like an exchange instead of a refund:

  1. Once you've initiated a refund from an existing sale, select the items you are refunding to your customer and tap RefundThe register will calculate how much you owe your customer.

    NOTE: If you need to refund items that weren't in the original sale, please see the above Desktop instructions and refund your customer in Retail Manager mode.

  2. Scan or search for the items your customer would like to purchase. Depending on the total price of items you are refunding versus the items you are purchasing, the register will calculate how much either you or your customer owes for the exchange.
  3. Click Payment and select the Payment Type.

    NOTE: If you have a store credit exchange policy, add the customer to the exchange and select the Credit Account payment type. If the customer is paying for the balance of the exchange with their credit account, their credit limit needs to exceed the balance.

  4. Click Finish Sale.

For more information on the above POS mode instructions, please see our Refunding and exchanging on your iPad article.

What's next?

 

Advanced

Depending on your integrated payment processor, processing a refund or an exchange with a negative total in Lightspeed will also officially refund your customer's debit or credit card without having to swipe it.

However, if your refund was not initiated from the original transaction or if your customer would like to refund a different card than the one used in the original transaction, you may need to go to Settings Payment Processing to be able to process the refund. Depending on your payment gateway, under Security Options, you'll need to enable Allow Credits. For this type of refund, you will need to swipe or insert the card.

For more information on this additional payment processing setting, please review the Configuring payment processing article.

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