Provide a refund

  1. On yourย 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".

Payments should always be refunded to the original payment card unless you have explicit agreement from the cardholder to refund in another way.

Allow employees to provide refunds too by changing employee permissions.

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You can only refund payments if you have enough money of not-yet-withdrawn payouts to cover the refund amount.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.

How do partial refunds work?

Partial refunds are available for most transactions. They only become possible for American Express transaction at least one day after the payment was taken.