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 from 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. Go to 'Receipt & Invoices' and click Receipts.
2. Find the payment you want to refund (you might need to adjust the dates to locate it or search with the receipt number). 
3. Select the payment, then click Refund. 
4. Confirm the refund by clicking Yes, Refund. 
5. Enter your password if you’re refunding a card payment, then click 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. 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 finalise 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. Go to the main menu.
2. Tap Receipts.
3. Tap Refund.
4. Open the product with multiple items by tapping the arrow.
5. Adjust the number of items you want to refund by using the buttons or entering the number in the keypad. Then tap Confirm.
6. Tap Next.
7. Review the refund summary and tap Confirm.
8. Enter your password to finalise 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 working 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.