thread Re: Refunds/Exchanges in Orders, Menu Items, Catalog & Fulfilment

Refunds/Exchanges

maleego — Sat, 20 Sep 2025 10:53:24 GMT

The limitation within Square to do a refund/exchange seems unreasonable and unfair to us business owners. The process in place is far too tedious and inconvenient for not only the business, but our loyal customers.

My business has a lot of cash transactions. My business also has customers notorious of not having their receipt. While credit card transactions are easily able to be found on the Square Register, a cash transaction without receipt is a nightmare. Square cannot expect to have the business go digging in the dashboard on demand to serve a customer. There must be a work around this and it should be the discretion of the business owner how to handle the customer concerns.

If the customer paid cash, the items are in returnable condition, there should be no requirement for there to be a receipt present in order to process the refund/exchange. As the business owner, I should have the right to credit my customer however I choose.
I agree that with credit card transactions a customer must be refunded back to the appropriate card to eliminate fraud etc liabilities that could fall on Square, but with cash transactions there need not be any issue. If a business can accept the merchandise back as theirs, and it was paid by cash, we should have the ability with or without a receipt to handle the customer needs.

Elaborating further on this limited function by Square, coming from Quickbooks POS I have A LOT of transactions that have not taken place on Square. Why is there no work around to override this by allowing returns and exchanges of our product to be done simply because it was not bought on this POS? The inventory has been imported into Square and for me to do an exchange for a customer I should be able to scan the item back in and sell new items. Square does not realize the inconvenience being caused to not only the customer but the business in handling such a simple transaction. The discretion should be solely on the business to accept or not accept a return exchange regardless of how or when the transaction took place.

PLEASE work on this function!

Re: Refunds/Exchanges

TheRealChipA — Thu, 17 Aug 2023 16:14:29 GMT

Hi @maleego. I agree with you that there should be some more flexibility in this area of Square. I spent a little time checking through the beta boards to be sure that there was not a current refund/exchange beta being conducted. But, there isn’t. So, all I can suggest is that you submit a formal feature request to the Retail Team using this link. They will review it and follow up with you. Oh, and when you do submit it, please come back here and post the URL to that request. I’d be happy to look it over and add my support, and I know other sellers who probably would, as well.

I’ll make one note about the feature request. There’s no need to point out that “other apps” do this already, or do it better, or whatever. Also, ultimately, this is not about our rights as business owners. You’re trying to get Square to add functionality to their retail suite that would be useful for all sellers. Point out the new features you would like, and explain how you see each of them working. Make your case for why these features are important and as long as Square sees that others agree, you have a strong chance of seeing them, eventually.

I wish I could give you something more immediate, but that’s all I can offer. I wish you well.

Re: Refunds/Exchanges

PartyManiaMD — Thu, 17 Aug 2023 17:34:32 GMT

I definitely agree on the need to allow us to process a receiptless return. What bugs me is there is already functionality for returning/exchanging merchandise, it just currently requires a receipt AND you can't return from multiple receipts at the same time.

Just chiming in from someone that handles quite a few returns, my current workaround is to issue a gift card after figuring out how much is returned. 99% of our customer base are alright with this AND we put it in our return policy that no receipt returns will be gift cards. It's still not a perfect solution but hopefully eventually if enough people speak up they'll allow for receipt-less returns.

Re: Refunds/Exchanges

maleego — Thu, 17 Aug 2023 19:57:16 GMT

Thanks for your kind message Chip. Makes perfect sense.

I am still new to this and not sure exactly how to put the requests in and where. I will try to do it through the link you provided, but I am not sure how to then repost it for other users to see and comment.

My frustration may have been apparent in the initial feed. I will go with your advice and suggest accordingly going forward.

Thanks again!

Rishi

Re: Refunds/Exchanges

TheRealChipA — Thu, 17 Aug 2023 20:25:20 GMT

@maleego You are welcome, Rishi. Trust me, frustrations are very understood here. I’ve been guilty of venting a little too much at times, and then regretting it later. It’s all good. I appreciate you taking my comments in the spirit they were intended. Not everyone does and I’ve been called more than a few unflattering things here over the years. LOL.

Following up, after you have submitted the feature request, it will be displayed in your browser in submitted format. Just go to your address line and copy the URL there. Or depending on your browser there is usually a “copy link” function. Do that, then come here and start a post to paste that link into. I will share it with a group of folks I know well that might be interested. And, once you put it here, others who find your original post will see it and hopefully lend their support, as well.