Refunds

Refunds with Zettle are easy! Full refunds can be done in the Zettle Go app or at my.zettle.com. For now, partial refunds are only available in the Zettle Go app.

Refunds can be made up to 365 days after the transaction date.

How to make a refund

A video walkthrough that shows how to issue a refund on Zettle Go from your mobile phone:

Refunding in the Zettle Go app

  1. Sign in to the Zettle Go app
  2. Open the main menu and select Receipts.
  3. Find the receipt, open it and tap Refund.
  4. Select the items to refund or use the Select all option.
  5. The Return item to inventory toggle controls inventory update if you are tracking inventory
  6. Enter your password if asked, then press” Yes, refund” to Confirm.

Refunding on my.zettle.com

  1. Sign in to my.zettle.com.
  2. Go to Sales > then go to Receipts.
  3. Find the receipt you want to refund by scrolling or searching
  4. Open the receipt it and tap Refund. 
  5. Enter your password if asked, then press” Yes, refund” to Confirm.

Good to know: 
Partial refunds can only be performed in the Zettle Go app.

Refunding different payment types

Refunding card payments

  • The payment will be refunded to the card your customer used to make their purchase. You cannot refund to another card.
  • It usually takes a couple of business days before the customer can see the refunded payment in their account, depending on their bank.
  • Payments can be refunded up to one year after they took place.
  • To issue the refund of a card payment, you need to have sufficient funds in your Zettle account. The account balance must be at least the same as the amount that you want to refund. You can set your minimum account balance on my.zettle.com. Go to Accounts & Settings and open General account settings. Scroll down to Minimum account balance, select Yes and enter the amount you want to keep in your Zettle account.

Refunding a PayPal in-store payment

If your customer paid with PayPal, their PayPal account will receive the refund in a few business days. PayPal payments can be refunded up to six months after the payment took place.

Refunding gift cards

If your customer redeems a gift card and then wants a refund, the gift card value will be returned to the card and can be used again.

Refunding cash payments

When you refund a cash payment, you’ll need to first repay your customer manually (by handing back the cash, for example) and then continue the refund process in your Zettle app so that it appears in your daily report.

Refunding a Payment Link

Payment links cannot be refunded on my.zettle.com and have a separate place in the Zettle Go app.

  1. Sign in to the Zettle Go app
  2. Open the main menu and select Payment links.
  3. Find the payment, open it and tap Refund.
  4. Either refund the full amount or select the individual items your customer wishes to return.

What you cannot do

  • Partially refund custom amount payments.
  • Refund to a different card than the one used for the original payment.

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