How to process Interac refunds with a Square Terminal paired to Square POS

[TBV1]

Hi,

We recently upgraded from a Square Contactless Reader to a Square Terminal paired with our Square POS. Since then, we've been unable to process Interac refunds. Is there any way to process Interac refunds on a Square Terminal that is paired with Square POS?

Thanks!

[frances_a]

Hello @TBV1! 

You should be able to process Interac refunds from your POS app as long as the card used for the payment is present and you have enough funds in your Square balance to cover the refund. 

You can learn more here.

Let me know if that works!

[TBV1]

Hi @frances_a,

The POS returns the error "No reader connected" when we try to process the refund even though we have a Square Terminal connected.

[frances_a]

@TBV1

Hmmm sounds like a network issue, maybe. 

Does the terminal work for other transactions? 

I would run the troubleshooting steps found here, let me know if that works!

If it doesn't, would you be able to send a screenshot of the error you are receiving? Thank you.

[TBV1]

Yes. The terminal works for all of our transactions except Interac refunds.

[frances_a]

@TBV1 

When is the terminal returning the error "No reader connected"??

Thank you for answering these questions so we can better assist! 

[TBV1]

That error appears on the iPad screen when we try to refund a transaction that was paid for using an Interac card. It appears as soon as you hit the Refund button.

[frances_a]

@TBV1

Strange. Is the card already inserted when getting this error? 

[TBV1]

Nope

[frances_a]

I would suggest inserting the card, then trying to process the refund, since the card needs to be present at the time of refund. 

If that doesn't work, please reach out to our support team here so they can assist further.

Thank you @TBV1!