5 c. Refunds and Exchanges

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.

You can find your original transaction by:

  • scanning your customers receipt.
  • searching through your customer's sales history.
  • searching through your Lines report.

If you cannot find your original transaction, go to Sales Refund instead.

For more information, please see our Doing refunds and exchanges article.

Refunds

  1. Once your are in the Refund tab of your register, scan or 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.
  3. Click Finish Sale.

Exchanges

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

  1. Once your are in the Refund tab of your register, scan or 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.
  5. Click Finish Sale.

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.

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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