Refund gone awol

[Zizzlem]

I saw a client on 31/7/23 and did a treatment. Unfortunately things went wrong with this treatment so I offered her a refund as a goodwill gesture. 

I refunded the full amount via square and sent a screenshot, but she's saying the credit card number is different to her and 2weeks later the refund has not been received. 

However, I see no other client in that day for that amount (nor any other day) and the time of the appointment was correct as per the time stamp on square.  I am confident I have refunded the correct treatment for that day, but I don't know what to do next? Any ideas please? 

[Arie]

Hi @Zizzlem,

I'm sorry to hear about the trouble - it's certainly frustrating when you have to issue a refund and are seeing trouble with it returning to your customer's card. Did your customer specify that she cancelled the card the payment was made on? If so, there are three different scenarios for what happens next:

1. If a new card was activated with the same card issuer, the refund is normally credited to the new payment card.
2. If the account was closed recently (last 2 months), the refund may post. The card issuer typically reaches out directly to the buyer to notify them of any next steps.
3. If the account has been closed for more than two months, the refund credit will fail. We will notify you and you will need to refund your customer outside of Square.

Something else you can do to confirm that the refund has been successfully issued is retrieving the electontic receipt in your dashboard for this transaction. Go to your Transactions tab and select Refunds to locate the transaction and bring up the receipt. There'll be a timestamp on the receipt showing when you issued the refund. 

You can also call our customer support team on 1800 760 137 (Mon-Fri, 9am-5pm AEDT) to retrieve the refund confirmation number, pass this on to your customer and the advise her to contact her bank to locate the refund. 

Please let us know how you go!