thread Re: Customer service instructed me to falsify transactions to correct reports- No better solution? in Hardware Setup & Troubleshooting

Square is unable to correct INNACURATE report

OWassef — Sun, 21 Sep 2025 12:42:40 GMT

I had a customer who paid by debit and was accidentally charged extra by mistake! I tried to refund them, but guess what? Square wouldn't let me process the refund unless the customer came back in person! Ridiculous! I ended up e-transferring the refund, and now Square tells me there's no way to document that in my reports! So now I’m stuck claiming misleading sales figures! This is absolutely unacceptable!

Re: Square is unable to correct INNACURATE report

JTPets — Sun, 23 Mar 2025 14:15:28 GMT

In the transactions screen at the top their should be an option for unlinked refund, this shows as in beta, but I think it is live, if not here is the beta community: https://community.squareup.com/t5/Unlinked-Refunds/gh-p/UnlinkedRefunds

Re: Square is unable to correct INNACURATE report

OWassef — Sun, 23 Mar 2025 16:26:11 GMT

Thanks for your response. There does not show any option for an unlinked refund. I contacted square and they said there is nothing they can do to correct the inaccuracy now reflected in my reports.

Customer service instructed me to falsify transactions to correct reports- No better solution?

OWassef — Mon, 24 Mar 2025 14:33:23 GMT

I tried to refund a customer who was accidentally charged in person using a debit card, but I could not process the refund without the customer returning with the card used.

I ended up transferring the funds to my bank and sending an e-transfer to the customer, who was no longer in the province and unable to return to the store for the refund to be processed.

I contacted Square and asked how I should update my reports to reflect the refund accurately, and they said there was no way to do it in the system. They recommended that I falsify a new customer transaction: the next time a customer pays, accept the payment outside the Square (cash, e-transfer) and then mark the new sale as a refund to correct the inaccuracy in my reports.

In their own words: "Falsify a new customer transaction to correct reports. "

I would think that falsifying a transaction to correct reports is not an ethical or legal practice?

Is there no way to mark a negative transaction or a "cash" refund without messing with another customers transactions?

Re: Square is unable to correct INNACURATE report

OWassef — Mon, 24 Mar 2025 14:03:23 GMT

Update: I contacted support again, and they recommended falsifying a transaction by creating a fake refund for the next customer who pays with cash so that my books look accurate.

Re: Square is unable to correct INNACURATE report

JTPets — Mon, 24 Mar 2025 17:59:19 GMT

This would work

Re: Customer service instructed me to falsify transactions to correct reports- No better solution?

JTPets — Tue, 25 Mar 2025 00:30:16 GMT

As i stated in your previous post, the only way to correct this would be through the Unlinked Refund, let me tag a mod and see if this is still in beta or not and if we can get you sorted with unlinked refunds to correct this

@Summer2024 can you help me find out if the unlinked refund is in beta or not? If it is, can we get him in?

Re: Customer service instructed me to falsify transactions to correct reports- No better solution?

JTPets — Tue, 25 Mar 2025 00:29:50 GMT

link to original thread for context https://community.squareup.com/t5/Square-Point-of-Sale-Group/Square-is-unable-to-correct-INNACURATE-report/m-p/785922#M660

Re: Customer service instructed me to falsify transactions to correct reports- No better solution?

Summer2024 — Tue, 25 Mar 2025 13:14:48 GMT

Thanks for the tag @JTPets - I'm gonna tag my favorite beta specialist @Marco who would have better insight into this.