Important: Card payments cannot currently be refunded directly from your POS app. Please issue card refunds directly with your payment processor. These types of refunds can still be recorded on your POS system so your reports are updated accordingly.
If SumUp is your main payment processor, go to your main SumUp app, then to ‘Transactions’ and click on the order you need to refund.
On your iPad, go to Settings
Click on “Orders” and search for the order you’d like to refund.
Click the order, select the refund button and follow the instructions.
If you refund an order, you will need to manually update your stock.
Tip refunds or partial refunds are not possible.
I don’t have enough cash to issue a refund
To process a cash refund, you need to have sufficient funds in your till. The cashbook feature records your till’s cash balance. Keep an eye on the cashbook balance so that you’re always prepared for potential cash refunds.
I want to refund only one item from an order. What should I do?
Issue your customer with a full refund and create a new, separate order with the items that your customer wants to keep.
I can’t see the refund button on my orders
Currently, you can issue refunds for cash and card orders. We’re working on adding the option to refund multiple payment methods.
If you still can’t see a refund button on cash or card orders, make sure your account has the right permissions enabled. You can contact us if the problem persists.
Where can I see data on my refunds?
You can find a detailed refunds report in your POS back office by going to Accounting > Export > Cancellation and Refunds. We’ve also adjusted all your reports to correctly account for your refunded items and taxes.
Refund feature details
When issuing a refund, the payment method must be the same method used for purchase.
Orders that were paid for using multiple payment methods cannot be partially refunded.
Tips cannot be refunded.
After refunding items, you must manually add them to your inventory.