Refund item with zero balance

eagletc — Sat, 20 Sep 2025 07:07:09 GMT

We use Square to process tickets. When we give complementary tickets to a patron for a given performance, we "purchase" the ticket and provide a 100% discount. This process updates the ticket inventory. The purchase price is $0.00. If the patron changes the performance date, we want to refund this transaction by returning the ticket to the inventory and reordering on the new date. The process works as expected if the patron buys a ticket. Square will not allow us to refund a ticket with a zero balance. Why?

Re: Refund item with zero balance

TheRealChipA — Fri, 29 Nov 2024 21:16:54 GMT

Hey there @eagletc

So, I created a test ticket on my POS, added an item and then added a 100% discount to the transaction, resulting in a balance due of $0. I closed that transaction to cash. Then I tried to refund it and was able to do so. So, I’m curious. Are these the exact steps you took for the original sale?

Added a ticket to the transaction that had a price other than zero
Added a 100% discount code
Closed the $0 transaction to cash

If so, can you be more specific about the error message you were getting? Since it worked for me using the above procedure, I can’t imagine why it wouldn’t work for you. And if you were doing something else — like having a $0 item in your library — it would help to know that, as well.

Thanks.

thread Refund item with zero balance in Payments Troubleshooting

Refund item with zero balance

Re: Refund item with zero balance