How do you process a refund?

[alansh]

I've got an order which we processed. The item was damaged in transit and I want to give a refund. Is there a way to do this through Square?

regards

Alan

[alansh]

Never mind - I've found the video

[tonydow]

Regarding refunds, a thing I have noticed is that when processing a refund from the Square App, it lists all the items that can be refunded including Shipping whereas doing it from the dashboard it only lists the items and excludes Shipping.

[alansh]

I will be processing it from the online store. I do hope it includes shipping (I've not tried it yet).

Alan

[tranguyen]

Hey @tonydow, thanks for sharing this! That's quite strange; I've reached out to our engineering team so they can have a look into this as well.

In the meantime, to make sure that both the item and shipping fee are refunded from the Dashboard, instead of selecting Refund Items, you can toggle to Refund Amount and enter the full amount (item price and shipping fee).

[alansh]

Tra,

I just did this. When applying a 'refund items', there ought to be one item which is 'refund postage/shipping'. But there isn't. 

You are correct that the full amount can be refunded by clicking the other button. But it then won't put items back in stock (if needed).

Alan.

[tranguyen]

Thanks for letting me know @alansh! I've raised this with our team and they are currently looking into this.

To make sure the item is re-stock, then it might be best to:

• Refund from the Square Point of Sale app OR
• Refund from your Square Online site overview > Orders

When you issue a refund, the full amount is returned to the customer and there is no fee associated with this (you can find more information about refunds in our FAQ) For example:

• Customer paid £6.30. 
• The transaction fee is £0.12 or 1.9%. Square sent you £6.18.
• When you issue a refund, we deduct £6.18 from your balance and refund £0.12 ourselves. The customer will receive the full £6.30 back in their account.

I hope this will help!

[alansh]

That's brilliant. Thank you.

Alan

[alansh]

One very important question regarding refunds. Will the FULL amount be given back to the customer? So, if the customer had spent £6.30, but we only received £6.18 because Square takes some for processing credit cards, will the customer get back his £6.30?

Alan