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 processing returns, it is important to understand how LightSpeed Pro handles returns and refund payments. The original sale Invoice isn’t simply cancelled or removed. Instead, the return is processed on a second Invoice, which appears like a “reverse sale.”

It is important that LightSpeed Pro track sales and returns on separate documents so that you can accurately determine when a return was performed, or by whom. LightSpeed Pro might also need to track the store credit which results from an un-refunded 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, 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 Pro. 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 Pro.

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. Further, some tasks (such as doing a return for store credit) require that a Customer card be associated with a return so that LightSpeed Pro knows whose account to place the credit into.

Voids

Credit card refunds which are processed before the payment has 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 Pro will automatically generate the return Invoice.
  2. If you don't have a barcoded receipt, you may also type in the Invoice ID by hand (for example I–1056) then click the Return button to have LightSpeed Pro generate a return Invoice. You may also click the list in the right corner of the search field to bring up a list of today’s Invoices. Historical Invoices can be inspected by exiting to the Browser mode.
  3. Once LightSpeed Pro has generated the return Invoice you may remove Products which are not being returned (select the line item and hit Delete). If any Products are serialized you must enter the serial number(s) in the “s/n” field below the line item.
  4. Click Check Out to be taken to the payment screen.
  5. Click the card type the customer originally used.
  6. In the confirmation window, select the original payment to refund. Please also note that you will need the card or card details to process the refund. Note also that 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 simply click the Return button. LightSpeed Pro will ask you to confirm whether you want to do a return for this Invoice. Click OK.
  3. If you are only returning some Products select them using Command (⌘) + click and then click Return. LightSpeed Pro will check whether you would like to return the selected line item(s) or the entire Invoice. Make your selection and click OK. LightSpeed Pro will ask you to confirm your selection. Click OK.
  4. LightSpeed Pro will create a return Invoice.
  5. Verify that the line items and quantities are correct on the return Invoice and then click Save.
  6. LightSpeed Pro will take you to the Payments tab 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. Please also note that you will need the card or card details to process the refund. Note also that 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.
  9. Once you have processed the return payment, click Print to generate a return receipt.

Other Payment Methods

To process a refund for other payment methods (e.g. 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 Pro will automatically generate the return Invoice.
  2. You may also type in the Invoice ID by hand (for example I–1056). Click the Return button to have LightSpeed Pro generate a return Invoice. You may also click the list in the right corner of the search field to bring up a list of today’s Invoices. Historical Invoices can be inspected by exiting to the Browser mode.
  3. Remove any Products which are not being returned by clicking the line item and hitting the Delete key.
  4. Add the outgoing Products the shopper will be taking in exchange. LightSpeed Pro calculates the value of the exchange. If the total is positive the shopper has a balance remaining to pay. If the total is negative, a refund for the difference is owed to the shopper.
  5. Click Check Out to move to the payment screen, take any additional payments (if applicable) or refund the difference (if applicable). If the two Products are exactly the same price there will be 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. Once LightSpeed Pro has generated the return Invoice you may remove Products which are not being returned (select the line item and hit the Delete key).
  3. Add the outgoing Products the shopper will be taking in exchange.
  4. LightSpeed Pro calculates the value of the exchange. If the total is positive the Customer has a balance remaining 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 (if applicable) or refund the difference (if applicable). If the two Products are exactly the same price there will be no payment to make and you can proceed to the next step.
  6. Click Save, 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(s) 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 will need to retrieve the original authorization number(s) 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 the deposit has been refunded.

How to issue a store credit

See How to issue a store credit

How to refund a web order

For instructions on refunding a payment that was taken via your LightSpeed Web Store, see How to refund a web order.

How to void an Invoice

Voiding an Invoice serves to cancel an Invoice which was incomplete, a mistake, or a test. This allows you to mark the document as cancelled without removing it from the system. See How to void an Invoice. Please note that 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 Pro

LightSpeed Pro must be supplied your mail server details before you can send email receipts from the POS. See Configuring Email Receipts in LightSpeed Pro for instructions.

If you wish to send a PDF copy of a sales document in LightSpeed Pro, open the document, click the gear icon and select “Email PDF.” A PDF will be attached to a new mail message in Apple’s Mail application. Please note that sending a PDF directly to Outlook or other mail applications is not supported.