This guide shows you how to refund card transactions processed with SumUp either online, through the SumUp App or your 3G Card Reader.

Refunds online via sumup.me

You can refund any transaction via sumup.me. Here’s a quick guide:

  1. Click on “Sales” in the menu on the left side.
  2. You can now choose a transaction that should be refunded.
  3. A window on the right-hand side of your sales history will open with all information concerning the transaction. Please click “Refund”.
    DB_Refund_amount_en-gb.png
  4. To confirm the refund process, you need to enter the password of your SumUp Account. Click the “Refund” button.
    DB_Confirm_refund_en-gb.png

The money is now on its way to your customer.

Refunds in the SumUp App

Here’s a quick guide to refund any transaction in your SumUp App:

  1. Tap on the sales history symbolDefault.png in the bottom menu bar of your SumUp App.
  2. Browse your sales history and locate the transaction you would like to refund.  
  3. Click on the three dots in the right corner of the transaction field and choose “Refund transaction”.
  4. To confirm the refund process, you need to enter the password of your SumUp account. Click the “Refund transaction” button.

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

Refunds with your SumUp 3G

You can refund any transaction with your card reader. Here’s how:

  1. Open your “Sales History” on your card reader.
  2. Find and select the transaction that you want to issue a refund for.
  3. Scroll down to “Refund transaction”.
  4. Select “Full refund” or “Partial refund”.
  5. Enter your password to confirm the refund.

The money is now on its way to your customer.

You can issue a full or partial refund (e.g. if you need to refund only one item from the shopping cart). All you have to do is enter the amount you wish to refund.

Employee accounts are not set up to issue refunds from the beginning. If you would like your employees to be able to issue refunds, you can change their permissions.

Refunds after payouts

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

Kindly note that once a transaction has been paid out, you will be charged the transaction fee, given that a transaction has occurred.

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