thread Re: delivery fee and driver tip refund in Online Store

Will I receive a refund for the delivery fee and driver tip on a cancelled Doordash order?

JohnJay — Fri, 17 Oct 2025 04:16:42 GMT

The title of this thread has been edited from the original: delivery fee and driver tip refund.

A customer placed a square online delivery order, paid delivery charges and Driver tip.

Square charged us the delivery fee and Driver tip under Square sync production fee.

Than the customer called and cancelled the order. We Fully refunded the customer. Called Door dash and cancelled the delivery.

Called square to ask to refund the Square Sync Production fees , which is Delivery fees and driver Tip. Spend 3 hours on the phone, and been bounced to 13 Support team member, and got no where. Very frustrating.

Re: delivery fee and driver tip refund

Katie_SQ — Fri, 17 Oct 2025 04:15:31 GMT

Sorry to hear about this experience, @JohnJay.

I've reached out to our Advanced Support team to get some clarification behind the refund process in situations like these. As soon as I have an update, I'll reach back out to you here.

Thank you for your patience in the meantime.

Re: delivery fee and driver tip refund

Katie_SQ — Wed, 22 Oct 2025 22:29:31 GMT

Thanks for your patience while our team looked into this for you, @JohnJay!

I've heard back from the team, and this Square Sync Production Fee has now been credited back to your Square balance.

If there's anything else I can help you with, please let me know. 😊

Re: delivery fee and driver tip refund

JohnJay — Thu, 23 Oct 2025 11:58:06 GMT

Thank you Katie for your help to resolve that issue. I see the refund credit in my Balance.

My concern here is that Square should look into a way to make it easy to refund the Square Sync Production fees. I spent a lot of hours on phone calls to support about this same issue, which wasn't resolved on the phone or on chat. I have another Issue which is Still not resolved , after numerous calls to support. Here it is:

Square online order, which was initially for delivery. Square Assigned it to Nash. However since the order was large , we decided to use inhouse driver to deliver. We called Nash and cancelled the delivery, However we haven't recieved a refund for the deleivery fee and Driver Tip Totalling $122.81.

We Called Nash to ask for a refund, but Nash said since the delivery is cancelled. they didn't charge Square, so Square has the Fees $$$.

I'd appreciate if you can reach out to the specialized team for this.

Thanks

John

Re: delivery fee and driver tip refund

Katie_SQ — Wed, 29 Oct 2025 00:44:23 GMT

Sorry for the delay getting back to you here, @JohnJay.

I've escalated this latest order to the team for further investigation. As soon as I have an update, I'll be in touch!

Re: delivery fee and driver tip refund

Katie_SQ — Wed, 05 Nov 2025 22:28:20 GMT

Hey @JohnJay - thanks for your patience here.

Our team has gone ahead and credited your account for these Nash order fees and driver tip.

If you have any other questions, please let me know.

Re: delivery fee and driver tip refund

JohnJay — Tue, 07 Apr 2026 20:01:20 GMT

Hi Katie

Can you help me resolve delivery fee and driver tips on 2 online orders?

Asking to refund square sync production fees
associated with 2 Online orders, where the customer asked for delivery, and
square assigned the delivery to NASH. However since the 2 mentioned orders
were large orders, we decided to send with an in-house driver. We called
Nash and cancelled the delivery requests.
Online orders 1555732980 ($63.60)
online order 325 835151 ($108.60)
The account is under e-mail anitakeout@gmail.com

I'd appreciate your help

Square case number Case #: 116980800

Thanks

john janessian