How do I refund a Point of Sale payment?

As you take payments with Point of Sale, your money is visible and accessible in the PayPal balance typically within minutes. This helps to improve cash flow and liquidity, allowing for quick access to your money. There’s no extra cost or fee for this feature.

As Point of Sale no longer holds a balance, refunds are taken from your PayPal balance and it’s not possible to set a minimum balance for Point of Sale.

While refunds are initiated through Point of Sale, the PayPal balance won't become a negative amount when refunding if you don't have enough in your PayPal balance to cover it.

It’s advisable to always maintain a PayPal balance to cover potential refunds with this in mind.

Full refunds can be issued in the Point of Sale App and your Point of Sale online. However, partial refunds are currently only available via the app.

How to issue a full refund

In your Point of Sale online:

1. Log in to your Point of Sale online.
2. Go to 'Receipt & Invoices' and click Receipts.
3. Find the payment you want to refund (you might need to adjust the dates to locate it or search with the receipt number). 
4. Select the payment, then click Refund. 
5. Confirm the refund by clicking Yes, Refund. 
6. Enter your password if you’re refunding a card payment, then click Refund.

In the Point of Sale App:  

1. Open the Point of Sale App.
2. Tap Receipts in the main menu.
3. Choose the payment that you want to refund.
4. Tap Refund.
5. Tap Select all (If you sell products from your product library, you can return the purchased items to the inventory by toggling “Return item to inventory”).
6. Tap Next.
7. Review and confirm the refund.
8. Enter your password to finalize the refund.
9. Ask your customer if they want the receipt. 
10. Tap Done. 

How to issue a partial refund

In the Point of Sale App:

1. Open the Point of Sale App.
2. Tap Receipts in the main menu.
3. Choose the payment that you want to refund.
4. Tap Refund.
5. Select the products you want to refund (if the payment is taken using the product library, you can return the purchased items to the inventory by toggling “Return item to inventory”).
6. Tap Next.
7. Review and confirm the refund.
8. Enter your password to finalize the refund.
9. Ask your customer if they would like a receipt.
10. Tap Done. 

If you sold multiple items of a single product, you can adjust the number of items you want to refund, or if you made a sale using the Custom amount option, you can adjust the amount you want to refund:

1. Tap Receipts in the main menu.
2. Tap Refund.
3. Open the product with multiple items by tapping the arrow.
4. Use the buttons or enter the number on the keypad to adjust the number of items you want to refund. Then tap Confirm.
5. Tap Next.
6. Review the refund summary and tap Confirm.
7. Enter your password to finalize the refund.

*When we refer to 'custom amount sale,' we mean any sales that you made by using a quick amount on iPhone or the sales where you have only one custom amount item in your shopping cart. In both cases, you can partially refund the custom amount sale.

If you have more than one custom amount item in your shopping cart or have combined that with products from your product library, then you can only fully refund the custom amount item.

Good to know:

• You can refund both cash and card payments.
• Refunds of card payments may take a few business days to appear in your customer’s bank account.
• When you refund a card payment, the amount is transferred back to the same card used to pay for the product/service.
• If a customer redeems a gift card and wants a refund, the money is returned to the card and can be used again.
• When you refund a card payment, the fee is paid back to you.
• It’s not possible to partially refund a sale that was paid using multiple methods, such as a sale that was paid in part with a credit card and in part with a gift card.

Multisite and refunds

If you’re using the Multisite feature, you can issue refunds in your Point of Sale online or in the Point of Sale App.

• You can only refund payments where they originated. For example, a sale at site A can only be refunded at site A. You can switch to the original sale site using the Point of Sale App.
• To refund payments from a deactivated site, reactivate the site in the Multisite settings in your Point of Sale online. Once reactivated, switch to the site and issue the refund in the app.