This guide shows you how to refund card transactions processed with SumUp either through your SumUp Account at sumup.me or through the SumUp App on your smartphone or tablet.

In this article:

Important

Transactions that are already paid out can only be refunded if you have enough balance (= outstanding payout) that allows us to deduct the amount of the transaction that should be refunded.

Employee accounts generally can’t refund transactions. If you would like your employees to be able to, please amend their permissions or contact our Support Team.

You can now refund either whole or partial transactions (e.g : if you need to refund only one item from the shopping cart). To do so, please enter the amount you wish to refund and click on "Next".

Refund transactions in your SumUp Account

You can refund any transaction in your personal SumUp Account at sumup.me. Here’s a quick guide:

  1. Log in to your SumUp Account at sumup.me with your email address and password that you registered with.

  2. Click on “Transactions” in the menu on the left side of your SumUp Account to go to your Sales History.

  3. You can now choose a transaction that should be refunded.

  4. A window on the right hand side of your Sales History will open with all information concerning the transaction. Please click “Refund”.

  5. To confirm the refund process, you need to enter the password of your SumUp account. Click the “Refund” button.

    SC_English_Refund_Transaction_Desktop_Step_2.png

  6. All done! The money is now on its way to your customer.

 

Refund transactions in the SumUp App

You can refund any transaction in your SumUp App. Here’s a quick guide:

  1. Open the SumUp App on your smartphone/tablet and log in with your SumUp account details.

  2. Click on the “Account” (iOS) or menu (Android) tab and open “Sales history”.

  3. Browse your sales history and locate the transaction you would like to refund.

    SC_English_Refund_Transaction_Sales_History.jpg  SC_English_Refund_Transaction-_Infobox.jpg  SC_English_Refund_Transaction_3_Dots.jpg
     

  4. Click on the three dots in the right corner of the transaction field and choose “Refund transaction”.

  5. To confirm the refund process, you need to enter the password of your SumUp account. Click the “Refund transaction” button.

    SC_English_Refund_Transaction-_Confirmation_iOS.jpg  SC_English_Refund_Transaction-_Infoboxes_Finish.jpg
  6. All done! The money is now on its way to your customer.
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