Refunds

Issuing refunds is easy with Zettle. Refunds are available through the Receipts section of the Zettle app or on my.zettle.com.

Good to know:

  • Only the Zettle account owner can issue a refund.
  • You can do a refund up to 365 days after selling the product.

How to make a refund

Watch this tutorial to learn how to quickly issue a refund in the Zettle app.

How to make a full refund

You can refund the full amount of a sale through both the Zettle app and on my.zettle.com.

Refunding in the Zettle app

  1. Open the main menu and select Receipts.
  2. Find the receipt you want to refund.
  3. Open the receipt and tap Refund.
  4. Use the Select all or Full refund option and tap Next.
  5. Review the refund summary and tap Confirm
  6. Enter the account owner’s password if asked. 

Refunding on my.zettle.com

  1. Sign in to my.zettle.com.
  2. Go to Receipts & invoices then select Receipts.
  3. Find the receipt you want to refund.
  4. Open the receipt and tap Refund. 
  5. Enter the account owner’s password if asked, then select Yes, refund. 

How to make a partial refund

Currently it’s only possible to issue a partial refund using the Zettle app.

Refunding one or more products

In the case where you sold products from the Product library, the Zettle app will display the list products sold during the refund process. 

  1. Open the receipt and tap Refund.
  2. Select only the items you want to refund and tap Next.
  3. Review the refund summary and tap Confirm.
  4. Enter the account owner’s password if asked.

Refund a portion of a multi-item sale of a product

In the case where you have sold multiple items of a single product, you can adjust the number of items you want to refund. 

  1. Open the receipt and tap Refund.
  2. Open the product with multiple items by tapping the arrow.
  3. Adjust the number of items you want to refund by using the buttons or entering the number in the keypad. Then tap Confirm.
  4. Tap Next on the refund screen.
  5. Review the refund summary and tap Confirm. 
  6. Enter the account owner’s password if asked.

Refund a portion of a custom amount sale

In the case where you have made a sale using the custom amount option, you can adjust the amount you want to refund.

  1. Open the receipt and tap Refund.
  2. Adjust the amount you want to refund by using the buttons or entering the number in the keypad. Then tap Next. 
  3. Review the refund summary and tap Confirm.
  4. Enter the account owner’s password if asked. 

Good to know - what is a custom amount sale? 

Custom amount sales are any sales you make by entering a value using the Amount feature in the Zettle app. You can find it in the app menu (if you are using iOS), product library (If you are using Android) and in the shopping cart.

You can only partially refund a custom amount sale if it's the single item listed on the receipt. If it's combined with another custom amount or a product from the library, you can only refund the total amount of each item line on the receipt.

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 365 days after they took place.
  • When you refund a card payment to a customer; we'll also refund you the card processing fee.
  • 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.

    1. Go to Accounts & Settings and open General account settings.
    2. Scroll down to Minimum account balance.
    3. 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 card payments

If your customer uses a gift card to pay for a purchase and then wants a refund, the purchase value will be returned to the gift card. The gift card can then be used again, unless it has passed its expiry date.

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.

Please note: at this time, partial refunds of payment link transactions are not supported.

What you cannot do

  • You cannot refund to a different card than the one used for the original payment.
  • You cannot refund the purchase of a gift card after any part of the gift card value has been redeemed.
  • You cannot partially refund a sale that was paid using multiple payment methods, for example paid for half with card and half with a gift card.
  • You cannot refund tips.

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