Having problems issuing refunds to customers when only using Square for payment processing.

SalusWine — Sun, 21 Sep 2025 09:19:02 GMT

We only use Square for processing card payments because we got a good rate. This means at checkout we just put in the sale amount and then let the customer tap/enter PIN.

This leads to a real problem when customers come back for a refund. For example a customer hired some glasses from us last a while ago (we are a wine shop/bar) because she didn't have a receipt for her transaction we did not know the amount. Even if we did scrolling back through hundreds of sales to find hers is crazy.

The search function by card number and name doesn't seem to work. For example I made a small purchase today. The card number the terminal has recorded is not the same as mine, and I search of my name does not produce any transactions.

Is there a way to offer an open refund where a customer just taps their card as they do with a sale? Otherwise we are in trouble. This was no problem with Worldpay - you could refund to any card you liked.

Help appreciated.

Re: Having problems issuing refunds to customers when only using Square for payment processing.

Kassi_ — Wed, 07 May 2025 17:18:52 GMT

Hey there, @SalusWine -

Welcome to the Community!

Sorry to hear you're having those search issues whenever you're looking to provide a customer with a refund.

I have a few more follow-up questions, so I can get an idea of what you're seeing on your end. Are you experiencing this issue with only the cards that require a PIN at the time of purchase? Do add the customers whenever they hire glasses or other services?

There are other ways to make your transaction search a little easier. You can use card number, phone, customer name, receipt, notes, or item.

Could you give those a try and let me know if you experience the same issues? If you do, this could be a feature request for our refund process.

I will keep an eye out for your reply👀.

thread Having problems issuing refunds to customers when only using Square for payment processing. in Orders, Menu Items, Catalog & Fulfilment

Having problems issuing refunds to customers when only using Square for payment processing.

Re: Having problems issuing refunds to customers when only using Square for payment processing.