Returned square hardware, 3 weeks later still no refund..

[cl6]

Anyone else have this issue? I am a new customer with Square but I am extremely disappointed. I got a faulty hardware that keeps disconnecting, so I was advised to return it. Tracking number shows they received it at their Georgetown warehouse 3 weeks ago, I can even see the signature confirmation  however when I contact support, they are telling me that they haven't received any confirmation of the delivery. Am I missing something? Why is this support so horrible. Should I just call my credit card company and process chargeback? They said they have no ETA for when they can process the refund... 

[Laurie_]

Hi @cl6,

I'm sorry to hear about the difficulties you've faced in trying to return your Square hardware for a refund.

The best way to have this resolved is to contact our phone Support Team, so they can escalate your case if needed. If you've still kept your return shipping receipt/confirmation, as well as your tracking number and original order number, our team will be able to assist you further.

I've ensured you'll be able to reach out to our Support Team when calling from the number listed on your Square Account. Our lines will be open from 6 AM - 6 PM, Monday to Friday (Pacific Time) when calling 855-809-9000.

[cl6]

I've tried to contact support. The first time they told me to come back to the chat a week later if I don't get my refund. When I came back, the person said it will take another 2-4 weeks but they have no clue of the estimate. I've asked if I can get transferred to a manager, they said no and unless I have other questions they will terminate the chat... Unfortunately the support is very bad. 

[Laurie_ · Accepted solution]

Hi @cl6,

Apologies for the delay. We can confirm that our Support Team contacted you to verify the refund initiation date, and it was processed within 48 hours. We're just closing the loop for visibility, in case others experience a similar situation after returning Square hardware.

Upon our warehouse receiving your return, Square will refund your payment card after confirming all hardware is included. Refunds will be issued to the original purchasing card within 10 calendar days of the warehouse receiving and validating your return.

I can confirm that the refund for your returned hardware was completed on 6/22/24 CST.