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Issuing refunds with Lightspeed Payments

Occasionally, customers may ask for their money back for an order for a wide variety of reasons: if a purchase arrived damaged, the item size was wrong, or they just changed their mind. With Lightspeed Payments, you can make a full or partial refund from the My sales → Orders page in your Ecwid admin. You can also perform multiple partial refunds on the same order.

Lightspeed Payments refunds use the same payment method and currency that was used to pay for the order. The refund will be paid from the account you use to get payments for the order. A buyer will get an email notification about the refund and receive money within 5–10 business days. Please note that fees per online transaction are not refundable.

Creating a refund with Lightspeed Payments

You can refund the total order amount or just a part of it. If you create a partial refund, you can later return the remaining amount to a client. Depending on your return policy, you can include or exclude any additional spendings in refunds, such as shipping costs, handling fee, or tips; however the total amount refunded cannot exceed the original sum paid by the customer for the order. Lightspeed Payments will not return a transaction fee you paid for an order.

The status of a refunded order will automatically change to the Refunded or Partially refunded immediately after you create a refund. Products are automatically restocked if you create full refund. If you issue partial refund, you will have to manually restock your inventory.

In case your Lightspeed Payments balance is equal or lower than the refund amount, Lightspeed Payments automatically offsets negative transactions against future payouts. While your account balance is negative, Lightspeed Payments will not send payouts to your bank account. You will start receiving payouts again once your balance is positive.

To make a full or partial refund with Lightspeed Payments:

  1. From your Ecwid admin, go to My sales → Orders.
  2. Select an order you want to refund.
  3. In the Update order dropdown menu at the top, select Refund order.
  4. In the Refund Amount, enter the amount you want to return to a customer.
  5. (optional) If you do not want to send a notification to a customer, untick the Send email with refund details to customer checkbox.
  6. (optional) In the Reason for refund, enter why the customer asked for a refund or what products were refunded.
  7. Click Refund.

Once you issue a refund from your Ecwid admin, Lightspeed Payments will immediately transfer the money. Then, the transfer process between your and your client’s banks starts that may take up to 10 business days. If a customer hasn't received money after 10 business days, they must contact their bank.

In case your customer needs to return an item before you can issue a refund, you will have to create a return. Please follow the Returns 101 guide to learn more about handling returns.

Viewing refund details for Lightspeed Payments

Details about each refund are stored on the order details page. There you can check out the refund amount for a particular order or the reason for a refund.

To get an at-a-glance overview of a refund:

  1. From your Ecwid admin, go to My sales → Orders.
  2. Select the order you refunded.
  3. Scroll down to the Refund details section to see the information about the refund:


Restocking refunded inventory

When you issue a full refund, returning the exact amount of the order total, items from the order are restocked automatically. In case you create a partial refund, items are not restocked and you have to update the stock quantity manually. If you first create a partial refund, and then refund the full amount, all items from the order will be restocked.

To restock a partially refunded order:

  1. From your Ecwid admin, go to My sales → Orders page.
  2. Find the order and click it to open the order details page.
  3. (optional) Change its fulfillment status to Returned.
  4. In the items list, click on the product that you want to restock.
  5. On the product page, in the Stock Control section on the right-hand side, click Manage.
  6. Update the quantity.
  7. Click Save.
You can inform customers about returning and refunding terms by describing your Shipping and Return/Refund policy on a legal page that you can share in your Ecwid store.
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