Provide refunds with SumUp

  1. On your SumUp profile, select "Sales" from left of the screen on the home screen.

  2. Click "Sales" and select the transaction that you want to refund to view additional details.

  3. Click the circular arrow symbol in the bottom right corner of the screen to start a refund.

  4. Enter the refund amount to provide either a full or partial refund then click "Next".

  5. Complete the refund by entering your password and clicking "Confirm".

Employees profiles are not set up with the permission to issue refunds by default. However, you can easily change employee profile permissions to enable this.

Is there a time limit on refunds?

Third-party technical limitations mean it may not be possible to process refunds for certain transactions that are more than 90 days old.

Refunds after payouts

You can only refund payments if you have enough money of not-yet-withdrawn payouts to cover the refund amount. In other words, if you've just received a payout, it may not be possible to provide refunds until you take more transactions.

Our transaction fee only applies once a transaction is paid out. Payments refunded before being paid out are not charged.

When can I provide a partial refund?

Partial refunds for American Express transactions are available from the day after payment. However, in some cases this may take longer.