How do I refund a Zettle POS payment?

As you take payments with Zettle POS, 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 the Zettle POS no longer holds a balance, refunds are taken from your PayPal balance and it’s not possible to set a minimum balance for Zettle POS.

While refunds are initiated through Zettle POS, 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 Zettle POS app and your Zettle POS online. However, partial refunds are currently only available via the app.

How to issue a full refund

In your Zettle POS online:

1. Log in to my.zettle.com.
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 Zettle POS app:  

1. Open the Zettle POS 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 Zettle POS app:

1. Go to the main menu.
2. Tap Receipts.
3. Choose the payment that you want to refund.
4. Tap Refund.
5. Select the products that you want to refund (if the payment is taken using 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 finalise 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 on my.zettle.com or in the PayPal Zettle 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 PayPal Zettle app.
• To refund payments from a deactivated site, reactivate the site in the Multisite settings on my.zettle.com. Once reactivated, switch to the site and issue the refund in the app.