Basic Returns, Refunds, and Exchanges

  1. Read This First
  2. Process a return and credit card refund in the POS
  3. Process a return and credit card refund in the Browser
  4. Other Payment Methods
  5. How to process an exchange in the POS
  6. How to process an exchange in the Browser

Specific Tasks and Questions

Read This First

Before you process returns, familiarize yourself with how Lightspeed OnSite handles returns and refund payments. The original sale Invoice isn’t cancelled or removed. Instead, the return is processed on a second Invoice, which appears as a reverse sale.

Lightspeed OnSite tracks sales and returns on separate documents so that you can accurately determine when a return was performed, and by whom. Lightspeed OnSite can also track store credit that result from an unrefunded return Invoice.

  • Return: inventory comes back into stock.
  • Refund: a payment returning the customer’s money.
  • Exchange: one or more Products are returned to stock and other Products are sold at the same time.

Check with your payment processor to determine what their requirements are for processing a credit card return through Lightspeed OnSite. Are the original card details required when processing a refund? How does your processor handle same-day refunds? When you contact your payment processor, try to speak to a representative who is familiar with Lightspeed OnSite.

Inventory handling

  • A line item with a positive Qty indicates it is leaving your inventory.
  • A line item with a negative Qty indicates it is being returned to your inventory.

Customer

If your business has a detailed returns policy, consider creating a Customer card so that return history can be tracked more effectively. Some tasks, such as doing a return for store credit, require that a Customer card is associated with a return so that Lightspeed OnSite knows whose account to place the credit into.

Voids

Credit card refunds that are processed before the payment is settled with the processor are processed by clicking the Void button instead of the Refund button. Check with your payment processor to determine their requirements for voids or same-day refunds.

Process a return and credit card refund in the POS

  1. Click the Documents icon in the search bar and scan the barcode on the customer’s printed receipt or Invoice. Lightspeed OnSite automatically generates the return Invoice.
  2. If you don't have a barcoded receipt, you can also type the Invoice ID by hand (for example I–1056) and click the Return button to have Lightspeed OnSite generate a return Invoice. You can also click the list in the right corner of the search field to display a list of today’s Invoices. Historical Invoices can be inspected by exiting to the Browser mode.
  3. After Lightspeed OnSite has generated the return Invoice you can remove Products that are not being returned by selecting the line item and pressing Delete. If any Products are serialized you must enter the serial numbers in the s/n field below the line item.
  4. Click Check Out to go to the payment screen.
  5. Click the card type the customer originally used.
  6. In the confirmation window, select the original payment to refund. You need the card or card details to process the refund. If the original payment has not settled with your processor, most payment processors require you to click Void instead of Refund in the processing window.
  7. Click Finish to generate a return receipt.

Process a return and credit card refund in the Browser

  1. Open the original sale Invoice. You can click Invoices in the left column and then use the search bar above the main Browser column.
  2. On the original sale Invoice, determine whether you will be returning all Products or only some. If you are returning all Products click the Return button. Lightspeed OnSite asks you to confirm whether you want to do a return for this Invoice. Click OK.
  3. If you are returning only some Products select them using Command (⌘) + click and click Return. Lightspeed OnSite checks whether to return the selected line items or the entire Invoice. Make your selection and click OK. Confirm your selection and click OK.
  4. Lightspeed OnSite creates a return Invoice.
  5. Verify that the line items and quantities are correct on the return Invoice and click Save.
  6. The Payments tab appears so that you can process your return payment.
  7. Click the card type the customer originally used.
  8. In the confirmation window, select the original payment to refund. You will need the card or card details to process the refund. If the original payment is not settled with your processor, most payment processors require you to click Void instead of Refund in the processing window.
  9. After you process the return payment, click Print to generate a return receipt.

Other Payment Methods

To process a refund for other payment methods, such as cash, follow the steps above but click the appropriate payment method in the payments tab or screen.

How to process an exchange in the POS

  1. Click the Documents icon in the search bar and scan the barcode on the customer’s printed receipt or Invoice. Lightspeed OnSite automatically generates the return Invoice.
  2. You can also type the Invoice ID by hand (for example I–1056). Click the Return button to generate a return Invoice. You can also click the list in the right corner of the search field to display a list of today’s Invoices. Historical Invoices can be inspected by exiting to the Browser mode.
  3. Remove any Products that are not being returned by clicking the line item and pressing the Delete key.
  4. Add the outgoing Products the shopper is taking in exchange. Lightspeed OnSite calculates the value of the exchange. If the total is positive the shopper has a balance to pay. If the total is negative, a refund for the difference is owed to the shopper.
  5. Click Check Out to go to the payment screen, take any additional payments or refund the difference. If the two Products are the same price there are no payment to make and you can proceed to the next step.
  6. Click Finish to produce a receipt and complete the sale.

How to process an exchange in the Browser

  1. Open the original sale Invoice.
  2. After Lightspeed OnSite generates the return Invoice you can remove Products that are not being returned by selecting the line item and pressing the Delete key.
  3. Add the Products the shopper is taking in exchange.
  4. Lightspeed OnSite calculates the value of the exchange. If the total is positive the Customer has a balance to pay. If the total is negative, a refund for the difference is owed to the Customer.
  5. Click Save to move to the Payments tab, take any additional payments or refund the difference. If the two Products are the same price there is no payment to make and you can proceed to the next step.
  6. Click Save and then click Print to issue a receipt and complete the sale.

How to refund for store credit

See How to refund for store credit

How do I refund to a gift card?

See How do I refund to a gift card?

How to refund a deposit on a Quote or Order

  1. Reopen the Quote or Order in the Browser.
  2. Click Invoice to generate an Invoice. Save the Invoice.
  3. In the Payments tab, click Apply Credit and apply the credit from the Order to this Invoice. Save the Invoice.
  4. Click Return to generate a return Invoice. Save the Return Invoice.
  5. In the Payments tab, process any refund payments. For credit card refunds, you must retrieve the original authorization numbers from the Deposits tab of the Order in order to authorize the refund.
  6. Click Save and then click Print to generate a receipt, indicating that the deposit has been refunded.

How to issue a store credit

See How to issue a store credit

How to refund a web order

See How to refund a web order.

How to void an Invoice

Voiding an Invoice cancels an Invoice that was incomplete, a mistake, or a test. This lets you mark the document as cancelled without removing it from the system. See How to void an Invoice. Voiding an Invoice is not the same as voiding a credit card transaction.

How to add a return policy to your receipts

See How to add a return policy to your receipts.

Configuring Email Receipts in Lightspeed OnSite

Lightspeed OnSite must be configured with your mail server details before you can send email receipts from the POS. See Configuring Email Receipts in Lightspeed OnSite for instructions.

To send a PDF copy of a sales document in Lightspeed OnSite, open the document, click the gear icon and select Email PDF. A PDF is attached to a new mail message in Apple’s Mail application. Sending a PDF directly to Outlook or other mail applications is not supported.