Process an exchange over 120 days

[Coloursquad]

I have a customer return something over 120 days past date of purchase (my business allows up to a year to return). She has exchanged it for something else for the same total so I need to refund and re-bill her or somehow show the paper trail of one invoice cancelling, and new product on new invoice. How can I do this?

I've done refunds before but that option is locked out since its an older invoice. 

[Chad]

Hello @Coloursquad, welcome to the Seller Community! 

Unfortunately you won't be able to issue refunds for credit or debit card purchases past 120 days. Also you won't be able to add a note to the transaction after it has processed.

I know this isn't the answer you were hoping for, but my suggestion is to document this exchange outside Square Point of Sale. 

[Coloursquad]

Thanks. That is cumbersome to have 2 different paper trails. 

[Chad]

@Coloursquad I agree. I'll pass the suggestion of extending the refund window along to our Payments Team. 

To provide some context, refunds longer than 120 days have a high probability of error due to closed bank accounts or the transaction no longer being in the processors system. 

[sueannburns]

so then how do we protect ourselves from the customer getting refunded twice?

[sueannburns]

If the customer files a dispute against the claim that has had to be refunded in another way? Since it was past the 120 day refund period? 

[JustinC]

The transaction isn't refunded twice. Our Disputes Team can see if the charge back was already refunded once. 

If the 120 day window passes and you refunded the transaction by a different method, submit proof of the refund as evidence when you get notified of the dispute so the issue can be resolved accordingly. 

@sueannburns

[dcwiggins]

This is insane.  I'm trying to process an exchange.  Shouldn't I be the one to decide the timeframe for something like this?