Allow Exchanges in fee tier

[piratehockeyco]

I have recently ran into a situation where customers realized after the fact that they ordered the wrong sized item. On fee tier, there is no exchange option, so the only action available is to fully refund the purchase and then re-charge for the new item, even if there is no cost difference.

Exchanges feel like a standard part of doing business, much like taking payments and issuing refunds, and does not feel like enough of a value add to be placed behind a paywall.

[CamdenCatholic]

since square does not refund the processing fees when a return is made i wonder if this intentional by Square to double dip on the fees

[PCPowerUser]

@piratehockeyco 

Depending on your volume and online/in-person mix, the Plus plan pays for itself at about $30k/month in processing savings alone when 80% comes from in-person and 20% online or invoicing.  As one's online percentage grows, that breakeven falls lower faster.  Moving to Plus at a fee with exchanges may actually save you money and unlock the many awesome features in plus (like marketing automations, etc)

[CamdenCatholic]

I think my question was misunderstood.  We have PLUS.

Someone bought a shirt.  They want to exchange for a different size or different item of same price.  How does that get entered without processing a refund (and getting credit card fees charged again?

[PCPowerUser]

@piratehockeyco @CamdenCatholic 

You need to be using the Retail Mode in either Plus or Premium.

In Square for Retail Plus

An exchange is processed from the original transaction in the Square for Retail POS app. Go to Transactions, locate the original sale by receipt number, card, or customer, open it, and select Return or Exchange.squareup+1

1. Select the item(s) being returned and choose whether to restock them.

2. Add the replacement item(s) from the Item Library.

3. Square automatically calculates the net difference.

4. Finish based on the resulting total:

   • Positive exchange: replacement costs more; collect the difference using a standard payment method.

   • Even exchange: same value; select Even Exchange—no additional payment or refund.

   • Negative exchange: replacement costs less; refund the difference to the customer’s card.

[piratehockeyco]

@PCPowerUser Thanks for posting that. I know the capability exists in Plus, my question is more why is it only in Plus when exchanges seem like a basic business function that should be included in Basic.

I will probably use a free trial of Plus later this week to do the few exchanges I have from a recent promotion, I just don't get why Square thinks that should be a paywalled feature.