thread Re: Cancelled item issues incorrect refund in Online Store

Cancelled item issues incorrect refund

StephenClose — Sun, 11 Sep 2022 11:04:58 GMT

I customer ordered 2 items but we only have 1 in stock.

We called the customer to advise this and agreed to ship one item.

We updated the order details to reduce the quantity from 2 to 1, but the API automatically issued a refund for the post (shipping) charge as well as the cost of one item. Is this a known issue, or did we apply the order update incorrectly?

Re: Cancelled item issues incorrect refund

k_atie — Tue, 13 Sep 2022 08:38:42 GMT

Hey @StephenClose, thank you for your post.

We haven't had any reports of issues with refunding items. How did you go about issuing the refund? Did you partially refund for a specific item or did you enter in a custom amount to initiate the partial refund?

Re: Cancelled item issues incorrect refund

StephenClose — Tue, 13 Sep 2022 09:48:26 GMT

@k_atie

We issued the refund on some items in the Square Online Order page. I didn't notice that the shipping refund is automataly also selected in this form. This is great if a customer returns an order, but not if we want to ship a part order.

In future I think we should edit the order (before shipping) by selecting the order in the Square Dashboard Transactions view, and issue a refund for individual items (as shipping is a selectable line item in that form).

Re: Cancelled item issues incorrect refund

k_atie — Tue, 13 Sep 2022 15:41:27 GMT

Hey @StephenClose, thank you for your detailed response, as always.

I can confirm that refunding an item through Square Online will also refund the shipping. I can see why this would be a beneficial feature for your business. I'll pass your feedback on to our product team.

In the meantime, I'd recommend initiating a partial refund by customizing the amount instead of refunding per item. To do so:

Go to Transactions from your online Square Dashboard.
Select the payment you’d like to refund, click ••• then click Issue Refund.
Under Refund Items, click Refund Amount to refund a specific amount.
Select a reason for the refund.
Click Issue Refund.

Hope this helps.