Important: These are detailed instructions for how to resolve A Sale Cannot be Completed Errors. Please navigate to that document for review first if you're not sure what these errors are.
Navigate to the Incomplete Sale
The link in the notification can be followed directly to the incomplete sale in Lightspeed. Notice the incomplete record includes:
- All of the sale details with the exception of payment(s).
- The option to "Continue sale" at the top.
- The Complete Status is "No".
- "Refund of" followed by a link to the original Sale.
Identifying the Correct Payment to Apply
You can verify the payment totals to refund by reviewing the payments applied on the original sales record.
In the above example this could be done by navigating to Refund of #786803 > Payments:
Important: Users who have Gift Card integration enabled must review to confirm if Gift Card payments need to be applied.
Note: In most cases the payment you need to apply will be $0.01 in "Migration Variance" and the remainder in "Shopify" or "Magento" depending on your ecommerce solution.
Identifying Gift Card Payments (Skip this step if not integrating Gift Cards)
When a gift card was used as payment and needs to be refunded you will want to verify the gift card serial number used in the original transaction. This can be done by navigating to the payment and then customer record:
Complete the Sale
To complete the sale navigate back to the Details page of the Incomplete Sale. Click "Continue sale".
On the incomplete sale click "Payment". Apply a refund using the totals you've identified earlier:
When needing to apply a refund to a Gift Card, click "Gift Card":
Then enter the Gift Card Serial Number you looked up earlier:
Enter the correct amount and click "Refund":
The total refund should now match and the Balance on the right should be "0.00". Click "Finish Sale":
If you are unable to manually complete these sales please contact our Support team for instructions.
For Support Purposes:
Keywords and Phrases: Missing Refund, Refund Error, Notification, Orders Not Downloading