thread Re: Can't process refund although it was for a purchase today in Orders, Menu Items, Catalog & Fulfilment

Can't process refund although it was for a purchase today

SongbirdFlorals — Sun, 21 Sep 2025 10:15:30 GMT

I just had a customer and she tapped the wrong card, so I tried to issue her a refund at the square stand, but it failed with a message "update required Interac 2860"

This is the first time I've seen this message. I updated my Square for retail app immediately while she waited and it STILL came back with the same message.

Now what??

Re: Can't process refund although it was for a purchase today

MayaP — Fri, 01 Dec 2023 17:18:22 GMT

Hello @SongbirdFlorals, I am sorry you are having issues refunding your customer, and I am happy to help. Are you able to delete and reinstall the retail app? Can you provide a screenshot of the error message? Is the reader showing as connected in settings under hardware?

Re: Can't process refund although it was for a purchase today

SongbirdFlorals — Fri, 01 Dec 2023 17:27:05 GMT

Everything is connected. I use the stand as my reader.
I will try reinstalling the app after close of business today as can't do that while open.

Re: Can't process refund although it was for a purchase today

SongbirdFlorals — Fri, 01 Dec 2023 17:28:01 GMT

Also, can't take a screenshot as the customer left after not being able to receive her refund.

Re: Can't process refund although it was for a purchase today

JJ_ — Fri, 01 Dec 2023 20:59:55 GMT

Hey there @SongbirdFlorals

For this one, I will go ahead and recommend you reach out to our support team for them to take a closer look if after reinstalling you still have issues.

Our Support Team is available at 855-809-9000, from Monday to Friday, 6 AM - 6 PM, Pacific Time.

Re: Can't process refund although it was for a purchase today

MonicasAttic — Thu, 04 Apr 2024 17:45:45 GMT

@SongbirdFlorals I just had this exact problem this morning.

what did you do to finally resolve the problem?