thread Returns without receipt on POS in Payments Troubleshooting

Returns without receipt on POS

Missy22cc — Sat, 20 Sep 2025 19:53:36 GMT

Have there been any updates to being able to look up specific items, credit cards, and other pertinent info in the transaction tab on the new Register? The old register allows this. I did the upgrade to the new hardware and returns/exchanges have been problematic. To make matters worse, we’ve learned that if someone uses their iPhone wallet tap to pay, the transaction uses a different set of numbers on the transaction for safety. Square is making it impossible to provide proper customer service.

Re: Returns without receipt on POS

Laurie_ — Tue, 19 Dec 2023 04:52:43 GMT

Hi @Missy22cc,

Thanks for reaching out to flag this with us! Before I dive in, I just want to ensure I'm on the same page with you here.

Are you no longer able to see the search field on your Transactions page on your Square Register?

We'll keep a lookout for your reply!

Re: Returns without receipt on POS

Missy22cc — Tue, 19 Dec 2023 13:59:40 GMT

The tab and search field are there. The search option does not work with same data the old register used. You cannot search by item, customer, or even last four digits. If a customer cannot locate a receipt, it is virtually impossible for the sales clerk to access the sale to process an exchange or return. We sell clothing items, returns are an unfortunate part of business.

Re: Returns without receipt on POS

JJ_ — Tue, 19 Dec 2023 17:37:09 GMT

I am sorry to hear about this experience @Missy22cc

While my response may not solve your situation, I wanted to ask, have you tried tapping or inserting the customer's card while on the Transactions screen?

I don't have a Square Register with me to test this, but in the past, this has helped pull up transactions completed with the specific card.

Now, regarding your situation, you might want to do some basic troubleshooting and if the problem persists than reach out to our Support Team for them to take a look in real time.