Customer was refunded twice for split gift card transaction

[GLG]

SOS!

A customer was refunded TWICE for a gift card transaction.

A customer spent $48. $30 was on a e-gift card and $18 was on their credit card. We only give store credit for returns. I attempted to give her a new gift card for $48 but the system said I couldn't do that with a split purchase, which really ticked me off. This makes NO SENSE. I gave up and pressed the appropriate "next" buttons. A screen said $18 would go back to her card and $30 would go back on the gift card. Square won't let you print a receipt for returns (which is a huge customer complaint BTW) and it wasn't showing up in my transactions. She checked her gift card balance on her phone and it said $30 was loaded on it. We both assumed it was all fine. However, it turns out she was actually refunded $18 to her credit card, $30 to her gift card, AND ANOTHER $48 to her credit card. WHAT THE HELL!?

How do I get my $48 back that went to her credit card? How do I prevent this from happening in the future? THIS IS A HUGE PROBLEM! Square, get me my money back! 

[Ria]

Hi @GLG - Welcome to The Seller Community, it's always nice to see a new face 😊

This sounds frustrating. 

Due to the public nature of The Seller Community we are unable to access specific account details through The Community. For assistance with your account, Feel free to send send a message using this contact form. Our support team will be happy to urgently assist in resolving the matter on your account. 

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨