Error while trying to process refund to giftcard

[BintheC]

Hi there,

we have successfully processed refunds to gift cards in the past (our store policy is exchange or refund to store credit) but as of today we have been unable. We keep getting this message:

”Cannot Process Refund

The requested refund amount exceeds the amount available in your Square account balance to refund. Please visit the Square Support Centre for more details.”

Can anyone tell me what this means or why this happens? Thanks so much.

[Summer2024]

Hi there, @BintheC!👋

Are you following these steps to refund to a gift card? Since you are not actually moving money between the business and the customer, that error message does not make sense.

1. Open the navigation menu and tap Transactions.

2. Enter the receipt number or the credit card number in the search bar to find the transaction.

3. Tap the transaction you want to refund and select Issue Refund.

4. Select the items or the amount you want to refund and tap Next. 

5. Under Refund To, select Gift Card > Create eGift Card.

6. Enter the customer’s email address in the box. This will autofill if you have already added your customer’s email to their profile in your customer directory. On the customer-facing screen, your customer can edit the email address or enter in a new email, then  tap Done. 

7. Confirm the email address with your customer, then tap Done. 

8. On the Refund Complete window, tap Done. 

Try these steps again, and if it does not work, I can take a deeper look with our product team.