If you need to refund a payment taken through Lopay’s Point of Sale (POS), you can issue a full or partial refund from the Lopay app.
⚠️ Before you start
Once confirmed, refunds happen immediately and cannot be reversed. Check the item, quantity and refund amount carefully before continuing.
How to process a refund
Select Activity at the bottom of the Lopay app.
Under Shop sales, find the transaction you want to refund. Select See all if it is not shown in your recent activity.
Select the sale to open the Sale information screen.
Select the ••• beside the item you want to refund, then select Make a refund.
Use the + and – buttons to select the quantity you want to refund.
Choose whether the item should be returned to your stock:
Select Yes to add the refunded quantity back to your available stock.
Select No if the item should not be added back.
If needed, add a comment explaining the reason for the refund. This is optional and will not be shown to the customer.
Select Continue
Refunding more than one item?
After selecting Continue, you will return to the Sale information screen. Repeat steps 4-8 for each additional item you need to refund
Check the item, quantity, refund amount and updated sale total.
Select Refund Amount, then select Refund now to confirm.
A 'Refund successful' message will appear when the refund has been completed.
After completing a refund
The refund will appear under Refunds made on the original Sale information screen. The sale total and any remaining balance will also be updated.
If the customer paid by card
The refund will be returned to the customer’s original payment method. It can take between 5 and 10 working days to appear, depending on their bank.
There is no additional fee for issuing a refund. However, the fee charged for processing the original payment is not returned.
Not enough money in your Lopay balance?
If the funds have already been paid out or your balance is too low to cover the refund, contact our Support team. They can help you return the required amount to your Lopay balance so you can process the refund.
If the customer paid in cash
Lopay will record the refund and update the sale and stock information. You will still need to return the appropriate amount of cash to the customer yourself.
⚠️ Two-factor authentication required
You must have two-factor authentication (2FA) enabled on your Lopay account to process a refund.
For any further questions or help, please contact us at [email protected] or through the app.